An overview of online trust: Concepts, elements, and implications

By Ye Diana Wang, Henry H. Emurian. Computers in Human Behavior, 2005

1,100 citations recorded by the source corpus.

Lack of trust has been repeatedly identified as one of the most formidable barriers to people for engaging in e-commerce, involving transactions in which financial and personal information is submitted to merchants via the Internet. The future of e-commerce is tenuous without a general climate of online trust. Building consumer trust on the Internet presents a challenge for online merchants and is a research topic of increasing interest and importance. This paper provides an overview of the nature and concepts of trust from multi-disciplinary perspectives, and it reviews relevant studies that investigate the elements of online trust. Also, a framework of trust-inducing interface design features articulated from the existing literature is presented. The design features were classified into four dimensions, namely (1) graphic design, (2) structure design, (3) content design, and (4) social-cue design. By applying the design features identified within this framework to e-commerce web site interfaces, online merchants might then anticipate fostering optimal levels of trust in their customers.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/0721f581323fa61548c25669a6963dcf7a74bee5

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

A Survey on Trust Modeling (2015, methodology): “Trust cues are measured based on the features of interface and structure design (to improve “the look and feel” of a CUI), content design (to preserve security and privacy), and social cue design (e.g., indicators of social presence such as photographs) [Jensen et al. 2005; Wang and Emurian 2005].”
Consumer acceptance of internet banking: the influence of internet trust (2008, background): “Implications for the design of trust-inducing web sites mainly are presented in the growing body of literature in the field of human computer interaction that focuses on how to implement graphical e-commerce interfaces that are perceived as trustworthy by online consumers (Wang and Emurian, 2005).”
Manipulating perceived social presence through the web interface and its impact on attitude towards online shopping (2007, background): “In contrast, the online shopping experience may be viewed as lacking human warmth and sociability (Gefen and Straub, 2003), since it tends to be more impersonal, anonymous and automated (Riegelsberger et al., 2003; van der Heijden, 2003; Wang and Emurian, 2005).”
An Integrated Model for Customer Online Repurchase Intention (2011, neutral): “These design elements include graphic design elements (e.g., well-chosen, well-shot pictures), structural design elements (e.g., navigation bars), content design elements (e.g., relevant domain names), and social-cue design elements (e.g., representative photographs) [46].”
Perceived usefulness, personal experiences, risk perception and trust as determinants of adoption of e-government services in The Netherlands (2007, background): “Because trust is a complex and abstract concept, it is difficult to define trust and to identify the elements that construct it (Wang & Emurian, 2005).”
Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligence (2021, background): “Online and offline trust has been widely investigated in the field of HCI (Gefen & Straub, 2003, 2004; Lee & Nass, 2010; Wang & Emurian, 2005; Ye et al., 2019) and research often establishes trust to have a fundamental role in influencing consumers' attitudes and purchasing intentions (Corritore et…”
E-government adoption: A cultural comparison (2008, background): “However, few studies have examined the factors that influence U.K. citizens’ adoption of e-services in the public sector.”
Privacy, Trust, and Self-Disclosure Online (2010, methodology): “Trust was manipulated in a number of ways, based on the work of a number of researchers (e.g., Bhattacherjee, 2002; Fogg et al., 2001; Stanford, Tauber, Fogg, & Marable, 2002; Wang & Emurian, 2005).”
Social commerce: The transfer of power from sellers to buyers (2015, background): “Although, content generated online can often be biased (Riemer and Lehrke, 2009; Senecal and Nantel, 2004a), the interactions through social media drive sales and have far-reaching economic implications (Wang et al., 2012).”
A Systematic Literature Review of User Trust in AI-Enabled Systems: An HCI Perspective (2022, neutral): “(Gefen et al., 2008; Mayer et al., 2006; Meeßen et al., 2020; Wang & Emurian, 2005) (Weitz et al., 2021).”
Seven cognitive concepts for successful eco-design (2015, background): “Wang and Emurian (Wang and Emurian, 2005) discuss fourteen trust-inducing interface design features that may influence a user's perception of the trustworthiness of an online merchant's web site.”