Face it - photos don't make a web site trustworthy
Abstract
Use of staff photographs is frequently advocated as a means of increasing customer confidence in an e-shop. However, these claims are not conceptually or empirically grounded. In this paper we describe a qualitative study, which elicited customer reactions towards an e-commerce site that displayed staff photographs and links to richer media. The results suggest that employing social and affective cues, particularly in the form of photos, can be a risky strategy. To be effective they should be combined with functionality and targeted specifically at the user types we identified.
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Strategic use of signals of benevolence carries the danger of destroying trust when it is perceived as manipulative.
“Such strategic use of signals of benevolence carries the danger of destroying trust when it is perceived as manipulative (Riegelsberger & Sasse, 2002).”
From The mechanics of trust: A framework for research and design (2005) · cites this paper as Riegelsberger & Sasse, 2002
Aiming to appear benevolent without sufficient actions to found these claims can be perceived as manipulative and thus decrease trust.
“Aiming to appear benevolent without sufficient actions to found these claims can be perceived as manipulative and thus decrease trust (Riegelsberger et al., 2002).”
From The mechanics of trust: A framework for research and design (2005) · cites this paper as Riegelsberger et al., 2002
Cited by
Sorted by citations
Trust in Automation: Designing for Appropriate Reliance
Lee, J. D., & See, K. A. (2004) · Human Factors: The Journal of the Human Factors and Ergonomics Society · doi:10.1518/hfes.46.1.50_30392 · Cited by 6,605 · see citing works
Beldad, A., de Jong, M., & Steehouder, M. (2010) · Computers in Human Behavior · doi:10.1016/j.chb.2010.03.013 · Cited by 754 · see citing works
The mechanics of trust: A framework for research and design
Riegelsberger, J., Sasse, M. A., & McCarthy, J. D. (2005) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2005.01.001 · Cited by 508 · see citing works
Self-citation
- Authors
- Riegelsberger, J., & Sasse, M. A.
- Affiliations
- University College London (GB)
- ORCID
- Sasse, M. Angela
- Venue
- CHI '02 Extended Abstracts on Human Factors in Computing Systems
- Publisher
- ACM
- Published
- 2002-04-20
- Pages
- 742-743
- OpenAlex
- W1997237377
- Cited by
- 41
- References
- 0
- Citations by year
- 2023: 2 · 2020: 1 · 2018: 2 · 2017: 2 · 2016: 1 · 2014: 2 · 2013: 1 · 2012: 3
- FWCI
- 4.99
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- CHI Conference Extended Abstracts on Human Factors in Computing Systems (CHI EA) (publishedVersion)
- UCL Discovery (University College London) (submittedVersion)
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Keywords
- staff photographs, e-commerce platforms, consumer trust, social cues, emotional cues, website credibility, consumer response, user types, website functionality, media richness
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