Paper Info
Title
First impressions: emotional and cognitive factors underlying judgments of trust e-commerce
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.
Year
DOI
Venue
2001
10.1145/501158.501173
EC
Keywords
Field
DocType
web page,different shopping experience,user interface,web interface,real time interpersonal communication,web browser,trust e-commerce,standard web interface,cognitive factor,instant messaging,different communication media,audio description,web pages,real time,retail,interpersonal communication,e commerce,trust
Web design,Web development,Interactivity,Mashup,World Wide Web,Web page,Computer science,Web 2.0,Web navigation,Web service
Conference
ISBN
Citations 
PageRank 
1-58113-387-1
24
1.41
References 
Authors
7
4
Name
Order
Citations
PageRank
Andrea Basso1392.68
David Goldberg2241.41
Steven Greenspan38317.83
David Weimer4241.41