On risk, convenience, and Internet shopping behavior
Communications of the ACM
External manifestations of trustworthiness in the interface
Communications of the ACM
Task-oriented collaboration with embodied agents in virtual worlds
Embodied conversational agents
Consumer trust in an Internet store
Information Technology and Management
Developing and Validating Trust Measures for e-Commerce: An Integrative Typology
Information Systems Research
Understanding online purchase intentions: contributions from technology and trust perspectives
European Journal of Information Systems
Beyond concern: a privacy-trust-behavioral intention model of electronic commerce
Information and Management
Consumer reactions to electronic shopping on the world wide web
International Journal of Electronic Commerce
The role of social presence in establishing loyalty in e-Service environments
Interacting with Computers
Trust transference in brick and click retailers: An investigation of the before-online-visit phase
Information and Management
The impact of aging on access to technology
Universal Access in the Information Society
The Impact of Infusing Social Presence in the Web Interface: An Investigation Across Product Types
International Journal of Electronic Commerce
International Journal of Electronic Commerce
Agent-based consumer learning in e-commerce
International Journal of Networking and Virtual Organisations
Recommendation Agents for Electronic Commerce: Effects of Explanation Facilities on Trusting Beliefs
Journal of Management Information Systems
Designing nonverbal communication for pedagogical agents: When less is more
Computers in Human Behavior
Journal of Management Information Systems
Assessing the impact of internet agent on end users' performance
Decision Support Systems
"It doesn't matter what you are!" Explaining social effects of agents and avatars
Computers in Human Behavior
Similarity effects in online training: Effects with computerized trainer agents
Computers in Human Behavior
Computers in Human Behavior
Check-in services and passenger behaviour: Self service technologies in airport systems
Computers in Human Behavior
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This study investigates the benefits of simulated social interaction (social presence) through virtual agents for older users' experience in retail Web sites, particularly with respect to age-related barriers to the adoption of online retailing. In Study 1, through four focus group interviews, we identified six social-psychological barriers to the adoption of online shopping among older users (mean age of 73years). These included barriers relating to perceived risks, trust, social support, familiarity, experience, and search. In Study 2, a laboratory experiment with older users (mean age of 69years) demonstrated that embedding a virtual agent that serves search and navigational/procedural support functions in the online store leads to increased perceived social support, trust, and patronage intention for the online store. Mediational analyses further revealed that the effect of virtual agents: (1) on trust is mediated by perceived social support; and (2) on patronage intentions is mediated in part by trust and perceived risks. The study provides important implications on the design of virtual agents for older users of e-commerce applications, and on building online trust and e-service patronage through virtual agents.