Article

First impressions: emotional and cognitive factors underlying judgments of trust e-commerce

Authors:

David Goldberg,

Steven Greenspan,

David WeimerAuthors Info & Claims

EC '01: Proceedings of the 3rd ACM conference on Electronic Commerce

Pages 137 - 143

https://doi.org/10.1145/501158.501173

Published: 14 October 2001 Publication History

Abstract

Different communication media create different shopping experiences, e.g., the phone vs. the web. In this study, we examined the early formation of trust and the likelihood that a shopper will return to a website for subsequent purchases. Consumers were asked to select a blender as a gift for someone they knew using one of four types of user interfaces: (1) a standard web interface with no audio or real time interpersonal communication, (2) a web interface with text and audio descriptions of the products, (3) a web interface augmented with Instant Messaging and the ability of a sales agent to push web pages to the customer's web browser, and (4) a TV-based application that allowed a salesperson to talk to the customer while pushing catalog items to the customer's TV. Results indicate that real-time interactivity, but not voice, increased judgments of friendliness and of the trustworthiness of the salesperson. In this paper we discuss these and other results, and their implications for e-commerce.

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Cited By

Wang QWang HWang SZhang W(2023)How Does the Design of Consultation Pages Affect Patients’ Perception of Physician Authority and Willingness to Seek Offline Treatment: A Randomized Controlled TrialBehavioral Sciences10.3390/bs1307058413:7(584)Online publication date: 13-Jul-2023
https://doi.org/10.3390/bs13070584
Sharma DMaurya SPunhan ROjha MOjha P(2023)E-Commerce: Reach Customers and Drive Sales with Data Science and Big Data Analytics2023 2nd International Conference for Innovation in Technology (INOCON)10.1109/INOCON57975.2023.10101132(1-6)Online publication date: 3-Mar-2023
https://doi.org/10.1109/INOCON57975.2023.10101132
Faticanti FSavi MDe Pellegrini FSiracusa D(2023)Locality-aware deployment of application microservices for multi-domain fog computingComputer Communications10.1016/j.comcom.2023.02.012203:C(180-191)Online publication date: 1-Apr-2023
https://dl.acm.org/doi/10.1016/j.comcom.2023.02.012
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Index Terms

First impressions: emotional and cognitive factors underlying judgments of trust e-commerce
1. Human-centered computing
  1. Collaborative and social computing
    1. Collaborative and social computing systems and tools
      1. Asynchronous editors
      2. Synchronous editors
  2. Human computer interaction (HCI)
    1. Interaction paradigms
2. Information systems
  1. Information systems applications
    1. Collaborative and social computing systems and tools
      1. Synchronous editors
    2. Multimedia information systems
  2. World Wide Web
    1. Web applications
      1. Internet communications tools

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Published In

cover image ACM Conferences

EC '01: Proceedings of the 3rd ACM conference on Electronic Commerce

October 2001

277 pages

ISBN:1581133871

DOI:10.1145/501158

Conference Chairs:
Michael P. Wellman
University of Michigan
,
Yoav Shoham
Stanford University

Copyright © 2001 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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SIGecom: Special Interest Group on Economics and Computation

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 14 October 2001

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SIGecom

EC01: Third ACM Conference on Electronic Commerce

October 14 - 17, 2001

Florida, Tampa, USA

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EC '01 Paper Acceptance Rate 35 of 100 submissions, 35%;

Overall Acceptance Rate 664 of 2,389 submissions, 28%

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https://doi.org/10.3390/bs13070584
Sharma DMaurya SPunhan ROjha MOjha P(2023)E-Commerce: Reach Customers and Drive Sales with Data Science and Big Data Analytics2023 2nd International Conference for Innovation in Technology (INOCON)10.1109/INOCON57975.2023.10101132(1-6)Online publication date: 3-Mar-2023
https://doi.org/10.1109/INOCON57975.2023.10101132
Faticanti FSavi MDe Pellegrini FSiracusa D(2023)Locality-aware deployment of application microservices for multi-domain fog computingComputer Communications10.1016/j.comcom.2023.02.012203:C(180-191)Online publication date: 1-Apr-2023
https://dl.acm.org/doi/10.1016/j.comcom.2023.02.012
Turner PTurner P(2023)AffectA Psychology of User Experience10.1007/978-3-031-32454-3_5(109-144)Online publication date: 20-Jul-2023
https://doi.org/10.1007/978-3-031-32454-3_5
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Zinko Rde Burgh-Woodman HFurner ZKim S(2021)Seeing is BelievingJournal of Organizational and End User Computing10.4018/JOEUC.20210301.oa533:2(85-104)Online publication date: 1-Mar-2021
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AYDINHAN EERAT S(2021)Web Sayfası Canlı Desteğin, Web Sayfası Güven Ve Web Sayfası Kullanım Kalitesine Etkisi: Online Alışveriş Siteleri Üzerine Bir AraştırmaOPUS Uluslararası Toplum Araştırmaları Dergisi10.26466/opus.68739817:37(4535-4562)Online publication date: 31-May-2021
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Yeh YChen M(2021)Examining the Primacy and Recency Effect on Learning Effectiveness with the Application of Interactive Response Systems (Irs)Technology, Knowledge and Learning10.1007/s10758-021-09521-627:3(957-970)Online publication date: 5-May-2021
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Casare ABasso TMoraes R(2021)User Experience and Trustworthiness Measurement: Challenges in the Context of e-Commerce ApplicationsProceedings of the Future Technologies Conference (FTC) 2021, Volume 110.1007/978-3-030-89906-6_13(173-192)Online publication date: 24-Oct-2021
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