Due to the high degree of uncertainty and risks present in the initial adoption of self-service technologies, trust in technology plays a central role in determining customers’ acceptance and adoption of technology. This paper investigates the influence of discrete emotions toward using a self-service technology on trust in the technology. Drawing on the cognitive appraisal theory and affect-as-information theory, this paper formulates a theoretical framework positing that the cognitive appraisals of technology usage outcome’s desirability and causal agency are the key determinants of emotions toward using the technology, which in turn influence trust in the technology. This paper provides a new framework to investigate the relationship between emotions and trust in technology and the findings of this research are expected to inform better technology design with the goal of maximizing trust in technology.
Deng, Liqiong, "Discrete Emotions and Trust in Self-Service Technology" (2012). SAIS 2012 Proceedings. 11.