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Trustbuilders and Trustbusters: The Role of Trust Cues in Interfaces to e-Commerce Applications

Riegelsberger, J; Sasse, MA; (2001) Trustbuilders and Trustbusters: The Role of Trust Cues in Interfaces to e-Commerce Applications. In: Schmid, B and Stanoevska-Slabeva, K and Tschammer, V, (eds.) Proceedings of the 1st IFIP International Conference on E-Commerce, E-Business, and E-Government: I3E 2001. (pp. pp. 17-30). Kluwer Academic Publishers: Zurich, Switzerland. Green open access

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Abstract

This paper investigates how interface design can help to overcome the proclaimed 'lack of trust' in c-commerce sites. Based on existing social science knowledge on trust, and our own exploratory study using Grounded Theory methods, we developed a model of consumer decision making in online shopping. Due to the separation in space and time when engaging in e-commerce, there is an increased need for trust, rather than the oft-proclaimed lack of trust. Based on this model we then review design guidelines through empirical tests. We focus on approaches that aim to increase trust by increasing the social presence of an interface. We identified cues in the user interface that help to build trust to some extent (trustbuilders), and some cues that have a great potential for destroying trust (trustbusters).

Type: Proceedings paper
Title: Trustbuilders and Trustbusters: The Role of Trust Cues in Interfaces to e-Commerce Applications
Event: 1st IFIP International Conference on E-Commerce, E-Business, and E-Government: I3E 2001
Location: UNIV ZURICH, ZURICH, SWITZERLAND
Dates: 03 October 2001 - 05 October 2001
ISBN: 0792375297
Open access status: An open access version is available from UCL Discovery
DOI: 10.1007/b116400
Publisher version: https://doi.org/10.1007/b116400
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.
UCL classification: UCL
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: https://discovery.ucl.ac.uk/id/eprint/119015
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