Understanding the Formation of Trust

Ubiquitous computing systems often take the role of a trustee in a trust relationship between users and ubiquitous computing systems. The goal of this chapter 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. 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 free simulation 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 ubiquitous computing systems. (The complete version of this chapter has been presented at the 33rd International Conference on Information Systems 2012 in Orlando, FL, USA, and is also published in the proceedings of the conference as: Sollner, M., A. Hoffmann, H. Hoffmann, A. Wacker, and J.M. Leimeister, Understanding the Formation of Trust in IT Artifacts, in Proceedings of the International Conference on Information Systems (ICIS) 2012: Orlando, Florida, USA.)

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