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Face it: Photos don't make a web site trustworthy

Riegelsberger, J; Sasse, MA; (2002) Face it: Photos don't make a web site trustworthy. In: Proceedings of the CHI 2002: Conference on Human Factors in Computing Systems. (pp. pp. 742-743). ACM: Minneapolis, Minnesota, USA. Green open access

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Abstract

Use of staff photographs is frequently advocated as a means of increasing customer confidence in an e-shop. However, these claims are not conceptually or empirically grounded. In this paper we describe a qualitative study, which elicited customer reactions towards an e-commerce site that displayed staff photographs and links to richer media. The results suggest that employing social and affective cues, particularly in the form of photos, can be a risky strategy. To be effective they should be combined with functionality and targeted specifically at the user types we identified.

Type: Proceedings paper
Title: Face it: Photos don't make a web site trustworthy
Event: CHI 2002: Conference on Human Factors in Computing Systems
ISBN: 1-58113-454-1
Open access status: An open access version is available from UCL Discovery
DOI: 10.1145/506443.506575
Publisher version: https://doi.org/10.1145/506443.506575
Language: English
Additional information: This version is the author accepted manuscript. For information on re-use, please refer to the publisher’s terms and conditions.
Keywords: Affective cues, E-commerce, e-CRM, Social cues, Trust
UCL classification: UCL > Provost and Vice Provost Offices
UCL > Provost and Vice Provost Offices > UCL BEAMS
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science > Dept of Computer Science
URI: http://discovery.ucl.ac.uk/id/eprint/119042
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