Co-ordinating activity: an analysis of interaction in computer-supported co-operative work
CHI '91 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Video as a technology for informal communication
Communications of the ACM
Shared workspaces: how do they work and when are they useful?
International Journal of Man-Machine Studies
Talking to customers on the Web: a comparison of three voice alternatives
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Interpersonal trust and common ground in electronically mediated communication
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
Conversation and Community: Chat in a Virtual World
Conversation and Community: Chat in a Virtual World
Do we visit, call, or email?: media matter in close relationships
CHI '01 Extended Abstracts on Human Factors in Computing Systems
A User Perspective of Quality of Service in m-Commerce
Multimedia Tools and Applications
Personalisation and trust: a reciprocal relationship?
Designing personalized user experiences in eCommerce
A web trust-inducing model for e-commerce and empirical research
ICEC '05 Proceedings of the 7th international conference on Electronic commerce
ACM Transactions on Computer-Human Interaction (TOCHI)
How does personality affect trust in B2C e-commerce?
ICEC '06 Proceedings of the 8th international conference on Electronic commerce: The new e-commerce: innovations for conquering current barriers, obstacles and limitations to conducting successful business on the internet
Modelling trust recognition and evaluation in an electronic environment
International Journal of Networking and Virtual Organisations
Tailoring websites to increase contributions to online communities
CHI '09 Extended Abstracts on Human Factors in Computing Systems
A Methodology towards Usable Trust Management
ATC '09 Proceedings of the 6th International Conference on Autonomic and Trusted Computing
Designing interactivity in media interfaces: a communications perspective
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Privacy-enhanced web personalization
The adaptive web
Emotion-oriented eCommerce systems
WSEAS TRANSACTIONS on SYSTEMS
ACM Transactions on Computer-Human Interaction (TOCHI)
The role of trust in e-business: understanding the customer
ICCOMP'10 Proceedings of the 14th WSEAS international conference on Computers: part of the 14th WSEAS CSCC multiconference - Volume II
Proceedings of the 2nd ACM SIGHIT International Health Informatics Symposium
How will the use of graphics affect visual aesthetics? A user-centered approach for web page design
International Journal of Human-Computer Studies
The impact of task framing and viewing timing on user website perceptions and viewing behavior
International Journal of Human-Computer Studies
Exploring the impact of trust information visualization on mobile application usage
Personal and Ubiquitous Computing
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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.