Testing the Efficacy of Human-Human Trust Repair Strategies with Machines

Trust is a critical component to both human-automation and human-human interactions. Interface manipulations, such as visual anthropomorphism and machine politeness, have been used to affect trust in automation. However, these design strategies are meant to primarily facilitate initial trust formation but have not been examined as a means to actively repair trust that has been violated by a system failure. Previous research has shown that trust in another party can be effectively repaired after a violation using various strategies, but there is little evidence substantiating such strategies in human-automation context. The current study will examine the effectiveness of trust repair strategies, derived from a human-human or human-organizational context, in human-automation interaction.

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Impact of Quality of Unfamiliar Shopping App on Initial Trust Formation: A Moderated Mediation of Risk Attitude

Vision The Journal of Business Perspective ◽

10.1177/0972262920984542 ◽

2021 ◽

pp. 097226292098454

Author(s):

Vipul Patel ◽

Richa Pandit

Keyword(s):

Information Search ◽

Purchase Intention ◽

Risk Attitude ◽

Moderated Mediation ◽

Primary Concern ◽

Initial Trust ◽

Trust Formation ◽

Online Retailers ◽

The Impact

Today, all phases of consumers' buying process from pre-information search, evaluation of alternatives, order placing and post-purchase service are conducted in shopping apps installed in smartphones. A shopping app is omnipresent and is a powerful retail channel for retailers all over the world. However, the primary concern for many customers is that online shopping is not secure. This insecurity is more if customers have to purchase from an unfamiliar shopping app. Customers generally hesitate to purchase using unfamiliar shopping apps, unless they feel that the app is trustworthy. Based on the survey of 264 respondents, this study attempts to measure the impact of the quality of unfamiliar shopping apps on initial trust formation and subsequently, purchase intention. An attempt was also made to study the moderated mediation impact of risk attitude on the relationship between shopping app quality and initial trust formation. The findings of this paper may be of practical use for the online retailers by providing a better understanding of the adoption of unfamiliar shopping apps among prospective customers. It will also provide strategic inputs to online retailers to craft suitable strategies for the adoption of unfamiliar shopping apps.

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Privacy, security, infrastructure and cost issues in internet banking in the Philippines: initial trust formation

International Journal of Financial Services Management ◽

10.1504/ijfsm.2016.080119 ◽

2016 ◽

Vol 8 (3) ◽

pp. 240 ◽

Cited By ~ 1

Author(s):

Candy Lim Chiu ◽

Jason Lim Chiu ◽

Somkiat Mansumitrchai

Keyword(s):

Internet Banking ◽

The Philippines ◽

Initial Trust ◽

Trust Formation ◽

Security Infrastructure

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Computational Trust in SocialWeb

International Journal of Virtual Communities and Social Networking ◽

10.4018/jvcsn.2010040105 ◽

2010 ◽

Vol 2 (2) ◽

pp. 60-74 ◽

Cited By ~ 1

Author(s):

Kiyana Zolfaghar ◽

Abdollah Aghaie

Keyword(s):

Information Overload ◽

Social Trust ◽

Future Research ◽

Future Trends ◽

Research Issues ◽

Computational Trust ◽

Human Interactions ◽

Trust Formation ◽

Inducing Factors ◽

Comprehensive Framework

Trust as a major part of human interactions plays an important role in addressing information overload and helping users collect reliable information in SocialWeb applications. This paper examines the current situation and future trends of computational trust for these systems. Achieving this, the authors present an overview of existing social trust mechanisms and identify their strengths and weaknesses through discussion and analysis. In this paper, the authors also provide a comprehensive framework of social trust-inducing factors that contribute to the trust formation process and discuss key research issues and challenges to find future research trends in computing trust in the SocialWeb context.

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Consumer initial trust toward internet-only banks in France

International Journal of Bank Marketing ◽

10.1108/ijbm-09-2016-0140 ◽

2017 ◽

Vol 35 (6) ◽

pp. 903-924 ◽

Cited By ~ 16

Author(s):

Souheila Kaabachi ◽

Selima Ben Mrad ◽

Maria Petrescu

Keyword(s):

Structural Equation ◽

Marketing Research ◽

Internet Banking ◽

Equation Model ◽

Relative Advantage ◽

Initial Trust ◽

Convenience Sample ◽

Content Type ◽

Trust Formation ◽

The Usa

Purpose The purpose of this paper is to investigate internet-only banks’ (IOBs) adoption by French consumers and attempt to understand the factors that influence consumers’ initial trust in this type of service. Design/methodology/approach A non-probability convenience sample of potential IOBs adopters from France was used to test a structural equation model that analyzed the antecedents of initial trust and usage intentions of IOBs. Findings The study shows that trust is a major influencer in IOBs’ adoption in France. It has also been found that consumer familiarity with internet banking, high perceived structural assurance, perceived website quality, bank reputation and relative advantage are critical factors influencing IOBs’ initial trust formation. Research limitations/implications This study shows the applicability of the initial trust-building model in the context of IOBs and underlines the importance of factors such as familiarity, reputation and perceived quality in the context of online banking services in France. Practical implications This paper provides e-banking companies with the most important factors that contribute to build the initial trust of customers. E-banks need to focus on making themselves known and promoting their brand more effectively through advertising and advocacy. Originality/value This study contributes significantly to the marketing research related to consumer trust and brand reputation, as well as to the electronic banking literature. The results show the importance of initial trust in the context of services and the main factors that influence it, including a key branding variable such as reputation. The paper also focuses on the IOBs’ adoption in France, a market understudied compared to the USA, and seeks to understand the mechanisms associated with the initial formation of French consumers’ trust toward it.

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The effects of the elaboration likelihood model on initial trust formation in financial advisory services

International Journal of Bank Marketing ◽

10.1108/ijbm-02-2017-0038 ◽

2018 ◽

Vol 36 (3) ◽

pp. 572-590 ◽

Cited By ~ 5

Author(s):

Mario Silic ◽

Christian Ruf

Keyword(s):

Structural Equation ◽

Planning Process ◽

Equation Modeling ◽

Mobile Service ◽

Financial Advisors ◽

Initial Trust ◽

Content Type ◽

Net Worth ◽

Trust Formation ◽

Likelihood Model

Purpose In order for financial institutions to cope with increased competitive pressure from the financial technology companies, offering digital services such as a mobile service system (MSS) targeted for high net worth individuals (HNWIs) becomes critical. Despite long-term trustworthy relationships between HNWIs and financial advisors, studies suggest that the formation of initial trust poses a significant challenge. The purpose of this paper is to identify various features related to initial trust antecedents. Design/methodology/approach The study was conducted using the survey data, and employs variance-based structural equation modeling (SEM) techniques to test hypotheses. Findings The findings from a closed experiment with 107 participants suggest that compared to more traditional service systems, customers are more prone to the construct of service quality, and specifically professional, prompt, dependable and timely financial advice. Originality/value The study validated key constructs that positively influence the initial trust formation process and ultimately the intention to use in an MSS for the financial advisory. The authorts particularly emphasized the rebalancing and monitoring steps in the financial planning process between HNWIs and client advisors.

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