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.
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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 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: | https://discovery.ucl.ac.uk/id/eprint/119042 |
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