Trust and distrust on the web: User experiences and website characteristics

作者：

Highlights：

• We examine the content of trustful and distrustful user experience reports on the web.

• Distrust is mostly an effect of graphical and structural design issues of a website.

• Trust is based on social factors such as reviews or recommendations by friends.

摘要

•We examine the content of trustful and distrustful user experience reports on the web.•Distrust is mostly an effect of graphical and structural design issues of a website.•Trust is based on social factors such as reviews or recommendations by friends.

论文关键词：Trust,Distrust,Experience,Critical incidents,Design,Websites

论文评审过程：Available online 17 December 2014.

论文官网地址：https://doi.org/10.1016/j.chb.2014.11.064