Riegelsberger, J. and Sasse, M. A. (2001). Trustbuilders and trustbusters: The role of trust cues in interfaces to e-commerce applications. In B. Schmid, K. StanoevskaSlabeva, and V. Tschammer. Towards the E-Society: E-commerce, E-Business and EGovernment. 1st IFIP Conference on e-commerce, e-business, e-gonvernment (i3e). October 3-5, Zurich, pp. 17-30.  Home/Search   Document Details and Download   Summary   Related Articles   Check

....local bookshop, a service offered by many booksellers with physical outlets, is an example of re embedding in e commerce. Based on concepts of mediated interaction such as social presence [26] parasocial interaction [11] and telepresence [15] we have introduced the notion of virtual re embedding [22]. We argue that even mediated socio emotional cues that are normally present in face to face interaction signal trustworthiness. An example of a rich implementation of virtual re embedding would be a personal customer service agent that can be contacted via chat or video link from an ecommerce ....

Riegelsberger, J. and Sasse, M. A. (2001). Trustbuilders and trustbusters: The role of trust cues in interfaces to e-commerce applications. In B. Schmid, K. StanoevskaSlabeva, and V. Tschammer. Towards the E-Society: E-commerce, E-Business and EGovernment. 1st IFIP Conference on e-commerce, e-business, e-gonvernment (i3e). October 3-5, Zurich, pp. 17-30.

....This even holds in situations where interpersonal cues carry no information on the other actor s trustworthiness [3] Advertising has long relied on imagery of friendly faces to build a positive attitude to products and trust in brands. RESEARCH RESULTS TO DATE An early qualitative study [11] on online shoppers decision making confirmed the increased need for trust in e commerce. Furthermore, shortcomings of approaches purely focused on cognitive trust such as trust seals were identified. Together with encouraging results from related studies (see previous section) these ....

....trust seals were identified. Together with encouraging results from related studies (see previous section) these findings led to focussing this research on affective trust and the effect of visual interpersonal cues. Based on Giddens concept [3] this approach was termed virtual re embedding [7, 11]. A first qualitative study on the effect of interpersonal cues, implemented as photos of employees and customers [10] yielded mixed results. Participants responses ranged from enthusiastic welcome to increased mistrust. Many participants who reacted negatively to the photos claimed that they ....

Riegelsberger, J. & Sasse, M. A. (2001). Trustbuilders and Trustbusters: The Role of Trust Cues in Interfaces to e-Commerce Applications. 1st IFIP Conference on ecommerce, e-business, e-government, 17-30, Oct. 3-5, Zurich, Switzerland.

....on the first page. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and or a fee. CHI 2003, April 5 10, 2003, Ft. Lauderdale, Florida, USA. Copyright 2003 ACM 1 58113 630 7 03 0004. 5.00. adherence to privacy policies) [20]. Trust helps to reduce this complexity it is a shortcut for a detailed, laborious evaluation of the relevant risks and benefits [16] Conceptual Basis When assessing an online vendor s trustworthiness prior to a transaction, a potential shopper processes trust cues from many sources the ....

.... it is a shortcut for a detailed, laborious evaluation of the relevant risks and benefits [16] Conceptual Basis When assessing an online vendor s trustworthiness prior to a transaction, a potential shopper processes trust cues from many sources the interface being an important one [6, 20, 23]. Research to date on such interface cues, often referred to as surface cues, mainly focussed on cognitive dimensions [3] of trust. Lahno [15] equates cognitive trust with reliance: It is based on cues that show that the vendor has a rational interest and also the ability to act as promised ....

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Riegelsberger, J. and Sasse, M. A., Trustbuilders and Trustbusters: The role of trust cues in interfaces to ecommerce applications. Proccedings of IFIP/I3E: Ecommerce, E-business, and E-government. Zurich, Switzerland, October 3-5, 2001. pp 17-30.

....usability. To date, this research has focused on static cues: photographs. In a further stage, dynamic facial cues in the form of video will be investigated. 3. STATUS Prior to this PhD an explorative study on consumers perception of trustworthiness of online shopping sites was conducted [6]. One of the main results from this study was that the affective dimension of trust cannot be neglected users need to be able to feel trust . Therefore, efforts to build trust cannot solely be based on elements appealing to rational decision making. Hence, the second qualitative study focused ....

Riegelsberger, J. and Sasse, M. A. Trustbuilders and trustbusters: The role of trust cues in interfaces to e-commerce applications. B. Schmid, K. Stanoevska-Slabeva, and V. Tschammer (eds.) Towards the E-Society: Ecommerce, E-Business and E-Government, 1730, October 3-5, Zurich, Switzerland (2001).

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R. Riegelsberger and M.A. Sasse, "Trustbuilders and Trustbusters: The Role of Trust Cues in Interfaces to E-Commerce Applications," Proc. 1st IFIP Conf. E-commerce, Ebusiness, E-government (i3e), Kluwer Academic, Dordrecht, the Netherlands, 2001; available at www.cs.ucl.ac.uk/staff/ jriegels/trustbuilders_and_trustbusters.htm

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