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date: 19 October 2019

Abstract and Keywords

This article presents a brief overview of the background of trust research and its relevance. It then introduces a framework for trust in mediated interactions that draws on existing models and findings, and applies this to human trust in other humans, organizations (e.g., e-commerce vendors), and technology (e.g., websites). Beyond incorporating variables related to the trusting and the trusted actor, the framework accommodates key contextual factors. Rather than treating trustworthiness as a relatively stable attribute of the trusted actor, the framework considers how trustworthiness is influenced by these contextual factors. This framework will help researchers in aligning disparate research findings and it may be a step towards building a theory of trust in human–computer interactions. For designers, the benefit lies in helping them to fully explore the available design space of systems fostering trust in mediated interactions.

Keywords: trust research, e-commerce, websites, trustworthiness, human–computer interaction

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