Abstract
In this paper we present results of a user study that we conducted with 21 subjects to investigate whether initial user trust is accompanied by unconscious bodily responses which enable more objective measurements than user reports. In particular, we recorded the user’s eye gaze and heart rate to evaluate whether users respond differently when interacting with a web page that is supposed to build initial trust as opposed to a web page that lacks this capability. Our results indicate that there are significantly different response patterns to trust-critical and trust-neutral situations during the interaction with a web page depending on whether the web page has helped users form initial trust or not. Knowledge of trust-related behavior can help to manage user trust at the runtime of the system since different usage phases can continuously be interpreted in order to detect situations which need to be considered to re-cover user trust.
Chapter PDF
Similar content being viewed by others
Keywords
References
Chen, S., Li, J.: An empirical research on consumer trust in e-commerce. In: IEEC 2009: Proceedings of the 2009 International Symposium on Information Engineering and Electronic Commerce, pp. 56–61. IEEE Computer Society, Los Alamitos (2009)
Fogg, B.J., Marshall, J., Laraki, O., et al.: What makes web sites credible?: a report on a large quantitative study. In: CHI 2001: Proceedings of the SIGCHI conference on Human factors in computing systems, pp. 61–68. ACM, New York (2001)
Hughes, L.W., Avey, J.B., Norman, S.M.: A study of supportive climate, trust, engagement and organizational commitment. Journal of Business & Leadership: Research, Practice and Teaching 4(2), 51–59 (2008)
Luhmann, N.: Vertrauen; ein Mechanismus der Reduktion sozialer Komplexitat. F. Enke, Stuttgart (1968)
Lumsden, J.: Triggering trust: to what extent does the question influence the answer when evaluating the perceived importance of trust triggers? In: BCS HCI 2009: Proceedings of the 2009 British Computer Society Conference on Human-Computer Interaction, pp. 214–223. British Computer Society (2009)
Mayer, R.C., Davis, J.H., Schoorman, F.D.: An integrative model of organizational trust. The Academy of Management Review 20(3), 709–734 (1995)
McKnight, D., Cummings, L., Chervany, N.: Initial trust formation in new organizational relationships. The Academy of Management Review 23(3), 473–490 (1998)
McKnight, D.H., Choudhury, V., Kacmar, C.: Developing and validating trust measures for e-commerce: An integrative typology. Info. Sys. Research 13(3), 334–359 (2002)
Nielsen, J., Snyder, C., Molich, R., Farrell, S.: E-Commerce User Experience. Nielsen Norman Gr. (2001)
Pecchinenda, A., Smith, C.A.: The affective significance of skin conductance activity during a difficult problem-solving task. Cognition & Emotion 10(5), 481–504 (1996)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2011 International Federation for Information Processing
About this paper
Cite this paper
Leichtenstern, K., Bee, N., André, E., Berkmüller, U., Wagner, J. (2011). Physiological Measurement of Trust-Related Behavior in Trust-Neutral and Trust-Critical Situations. In: Wakeman, I., Gudes, E., Jensen, C.D., Crampton, J. (eds) Trust Management V. IFIPTM 2011. IFIP Advances in Information and Communication Technology, vol 358. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-22200-9_14
Download citation
DOI: https://doi.org/10.1007/978-3-642-22200-9_14
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-22199-6
Online ISBN: 978-3-642-22200-9
eBook Packages: Computer ScienceComputer Science (R0)