Start Date
14-12-2012 12:00 AM
Description
IT artifacts often take the role of a trustee in a trust relationship between users and IT artifacts. The goal of this paper is to increase the understanding of the formation of trust in such trust relationships. Instead of using the predominant theoretical foundation of interpersonal trust, we use the theoretical foundation of trust in automation from the HCI discipline for studying the formation of trust. Since we aim at creating insights on the formation of trust and its dimensions, we develop a formative first-order, formative second-order measurement model for trust. To evaluate the impact of the single indicators and dimensions on trust, we conduct a laboratory experiment. Our results show that the dimensions performance, process and purpose have a comparable impact on trust, and that indicators related to user data are especially important. The results complement existing insights, deepening the understanding of the formation of trust in IT artifacts.
Recommended Citation
Söllner, Matthias; Hoffmann, Axel; Hoffmann, Holger; Wacker, Arno; and Leimeister, Jan Marco, "Understanding the Formation of Trust in IT Artifacts" (2012). ICIS 2012 Proceedings. 11.
https://aisel.aisnet.org/icis2012/proceedings/HumanBehavior/11
Understanding the Formation of Trust in IT Artifacts
IT artifacts often take the role of a trustee in a trust relationship between users and IT artifacts. The goal of this paper is to increase the understanding of the formation of trust in such trust relationships. Instead of using the predominant theoretical foundation of interpersonal trust, we use the theoretical foundation of trust in automation from the HCI discipline for studying the formation of trust. Since we aim at creating insights on the formation of trust and its dimensions, we develop a formative first-order, formative second-order measurement model for trust. To evaluate the impact of the single indicators and dimensions on trust, we conduct a laboratory experiment. Our results show that the dimensions performance, process and purpose have a comparable impact on trust, and that indicators related to user data are especially important. The results complement existing insights, deepening the understanding of the formation of trust in IT artifacts.