Personal Characteristics Inspiring Initial Trust – What Matters in Service Encounters?

Trust in Initial Encounters - a Motivational, Cognitive Theory

Degrees of Humanness in Technology: What Type of Trust Matters?

REQUIRED) Significant research has shown the impact of trust (i.e., trusting beliefs) in information technology (IT) settings. Most research has investigated trust between the consumer and the e-vendor. However, IT researchers have begun to investigate user trust in the technology artifact itself (trust-in-technology). This research has measured trust using both interpersonal trust variables (a...

Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters

BACKGROUND Interaction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of in...

Trust-inspiring explanation interfaces for recommender systems

A recommender system’s ability to establish trust with users and convince them of its recommendations, such as which camera or PC to purchase, is a crucial design factor especially for e-commerce environments. This observation led us to build a trust model for recommender agents with a focus on the agent’s trustworthiness as derived from the user’s perception of its competence and especially it...

Affective complementarity in service encounters

Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell’s (1974) three-dimensional model of affect. We hypothesized that there are positive relationships between employees’ and c...