Internet self-efficacy and electronic service acceptance
Decision Support Systems
What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology
International Journal of Electronic Commerce
International Journal of Electronic Commerce
Individual Trust in Online Firms: Scale Development and Initial Test
Journal of Management Information Systems
The effect of explanations on perceived control and behaviors in intelligent systems
CHI '13 Extended Abstracts on Human Factors in Computing Systems
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A large amount of research attempts to define trust, yet relatively little research attempts to experimentally verify what makes trust needed in interactions with humans and technology. In this paper we identify the underlying elements of trust-requiring situations: (a) goals that involve dependence on another, (b) a perceived lack of control over the other, (c) uncertainty regarding the ability of the other, and (d) uncertainty regarding the benevolence of the other. Then, we propose a model of the interaction of these elements. We argue that this model can explain why certain situations require trust. To test the applicability of the proposed model to an instance of human-technology interaction, we constructed a website which required subjects to depend on an intelligent software agent to accomplish a task. A strong correlation was found between subjects' level of trust in the software and the ability they perceived the software as having. Strong negative correlations were found between perceived risk and perceived ability, and between perceived risk and trust.