Article

What Makes People Trust Online Gambling Sites?

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Abstract

A validated model of trust was used as a framework for an empirical study to identify on- and offline factors that influence gamblers' perception of an online casino's trustworthiness. The results suggest that the quality with which casinos address gamblers' trust concerns by providing appropriate content is the prime factor. However, designing for trust must be part of a consistent strategy that also involves customer service and usability.

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... Visual design refers to the aesthetic appeal of a website [41]. Content design focuses on creating trustworthiness by providing information that is perceived as useful and comprehensive [76]. Trustworthiness of user interfaces increases when they provide both comprehensive information and convey expertise and honesty, without creating bias [25,53]. ...
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The voluntary carbon market is an important building block in the fight against climate change. However, it is not trivial for consumers to verify whether carbon offset projects deliver what they promise. While technical solutions for measuring their impact are emerging, there is a lack of understanding of how to translate this data into interface designs that mediate the establishment of trust. With interaction between users and offset projects mainly happening online, it is critical to meet this design challenge. To this end, we designed and evaluated interfaces with varying trust cues for carbon offset projects in a randomized online experiment (n=244). Our results show that content design, particularly financial and forest-related quantitative data presented at the right detail level, increases the perceived trustworthiness, while images have no significant effect. We contribute the first specific guidance for interface designers for carbon offsets and discuss implications for interaction design.
... Another factor contributing to the success of crowdfunding is the Description Elaborateness of the cause. Bhiru Shelat et al. [15] explains that the trustworthiness of a website or campaign is highly correlated with the detail which fundraisers use on their cause descriptions. Details can include anything from text descriptions, images, blueprints and videos such as interviews. ...
... The trustworthiness of a website is highly correlated with the extent to which the fundraisers elaborate in their product descriptions (Shelat and Egger, 2002). Elaborating a description refers to the act of adding key details in order to influence an investment decision. ...
Article
Crowdfunding is regarded as a novel way of collecting money for innovators to introduce products or services they ultimately wish to launch. The question arises, however, of what makes funding projects on these online platforms, with their different features of project evaluation and risk management, more successful than traditional fundraising approaches. We examine this question in the context of a pre-ordering model, which is also known as the reward-based crowdfunding model. A large-sample data analysis based on 116,956 crowdfunding projects on Kickstarter showed that most founder (i.e., identity disclosure and prior experience) and project (i.e., comments, updates, description elaborateness, and campaign duration) features have a positive effect on successful crowd fundraising. We also found a negative relationship between the funding goal amount and successful fundraising. Our findings may contribute not only to knowledge accumulation in crowdfunding research, but also to founders by offering evidence-based guidelines on the design of successful crowdfunding projects in an online fundraising platform.
... star ratings ? that indicates the perceived quality of products and services using five star levels (Chevalier & Mayzlin, 2006; Mudambi & Schuff, 2010; Racherla & Friske, 2012(Chen, Dhanasobhon, & Smith, 2008) and reputation (the number of times that each reviewer achieved the 'elite' title) (Gruen, Osmonbekov, & Czaplewski, 2006), review elaborateness (the number of words in each review content) (Shelat & Egger, 2002), and readability 2 (Korfiatis, Garcia-Bariocanal, & Sanchez-Alonso, 2012). These control variables were decided based on the findings of previous studies arguing that the characteristics of messengers and messages affect the perceived evaluations of online consumer reviews. ...
Chapter
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This study estimates the effect of online consumers’ star ratings on perceived evaluations of consumer reviews such as usefulness and enjoyment. The data includes 5090 online reviews of about 45 restaurants located in London and New York respectively. The results reveal curvilinear (U-shaped) relationships between star ratings and usefulness and enjoyment. That is, online consumers perceive extreme ratings (positive or negative) as more useful and enjoyable than moderate ratings. Additionally, the findings of this research indicate the usefulness of the negative binomial model, which allows researchers to manage the features of count data as well as address the heteroscedasticity in linear regression and the overdispersion problem in the Poisson regression model.
... Trust cues are measured based on the features of interface and structure design (to improve " the look and feel " of a CUI), content design (to preserve security and privacy), and social cue design (e.g., indicators of social presence such as photographs) [Jensen et al. 2005; Wang and Emurian 2005] . Trustworthiness of information content by providing relevant and useful content to target populations is a strong trust cue [Shelat and Egger 2002] . In addition, quality of services and information provided by the computer affects users' trust and satisfaction [Lee and Chung 2009]. ...
Article
Full-text available
The concept of trust and/or trust management has received considerable attention in engineering research communities as trust is perceived as the basis for decision making in many contexts and the motivation for maintaining long-term relationships based on cooperation and collaboration. Even if substantial research effort has been dedicated to addressing trust-based mechanisms or trust metrics (or computation) in diverse contexts, prior work has not clearly solved the issue of how to model and quantify trust with sufficient detail and context-based adequateness. The issue of trust quantification has become more complicated as we have the need to derive trust from complex, composite networks that may involve four distinct layers of communication protocols, information exchange, social interactions, and cognitive motivations. In addition, the diverse application domains require different aspects of trust for decision making such as emotional, logical, and relational trust. This survey aims to outline the foundations of trust models for applications in these contexts in terms of the concept of trust, trust assessment, trust constructs, trust scales, trust properties, trust formulation, and applications of trust. We discuss how different components of trust can be mapped to different layers of a complex, composite network; applicability of trust metrics and models; research challenges; and future work directions.
... Extant research in perceived trust in online gambling and non-gambling video game sites suggests that trust can be instilled by sound informational content (e.g. site policies), reliability of customer service, interface properties, brand reputation and integrity against cheating, and clarity of design (Shelat and Egger 2002; Gao 2005; Wood and Griffiths 2008). Gambling value is a multi-faceted functional quality that includes both intangible and tangible aspects of the gambling activity. ...
Article
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This study empirically tests a stimulus-organism-response (S-O-R) structural model that proposes that an online casino's atmospheric cues and functional qualities influence individuals' affective and cognitive responses, which in turn impact consumer behavioural intentions. Using self-reported data from a primarily US-based sample, analysed elements of the online gambling site stimulus included high and low task-relevant cues, financial trust, and gambling value. Demographic characteristics were found to moderate the relationship between the stimulus and internal satisfaction, with demographic group differences found among all stimulus constructs. Results emphasise the significant role that atmospherics and functional qualities play in generating positive behaviours from online gamblers, with additional implications in marketplace competitiveness and in responsible gambling practices.
... Essentially, online reviews are informational cues that facilitate customers' evaluation of specific attributes of products and services. Shelat and Egger (2002) pointed out that the elaborateness of online reviews represents the length of the reviews and showed a positive influence on shopping intentions. Mudambi and Schuff (2010) also found that longer reviews include detailed product information regarding how and where the product was purchased and used in specific contexts. ...
Article
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While the proliferation of online review websites facilitate travellers' ability to obtain information (decrease in search costs), it makes it difficult for them to process and judge useful information (increase in cognitive costs). Accordingly, this study attempts to identify the factors affecting the perceived usefulness of online consumer reviews by investigating two aspects of online information: (1) the characteristics of review providers, such as the disclosure of personal identity, the reviewer's expertise and reputation, and (2) reviews themselves including quantitative (i.e., star ratings and length of reviews) and qualitative measurements (i.e., perceived enjoyment and review readability). The results reveal that a combination of both messenger and message characteristics positively affect the perceived usefulness of reviews. In particular, qualitative aspects of reviews were identified as the most influential factors that make travel reviews useful. The implications of these findings contribute to tourism and hospitality marketers to develop more effective social media marketing.
... Buckingham Shum's D3E (Buckingham Shum and Sumner 2001) also allows a structured argument to develop about a text, which allows the reader to follow whether the document stands up to scrutiny. Indeed, in general, information content provides useful cues for users to assess trust, and provision of content that is appropriate and useful for the audience is very important for establishing trust (Shelat and Egger 2002;Corritore et al. 2003). Semantic web technologies to personalize content will clearly be of great importance here. ...
Article
There are many ways of creating or maintaining trust in this domain. We set out a number of approaches or 'tactics for trust'. These include: allowing scrutiny; maintaining transparency; transferring ownership from experts to stakeholders; exploiting the minimal transitivity of trust; and requiring evidence of identity, provenance and certification. Above and beyond these, we suggest restricting interactions to a small set of agents; using formal methods to make data less 'scruffy'; using 'calculi of trust' to determine when and when not to place trust; using new technologies to allow interrogation of and dialogue with agents; replicating computational processes; and using knowledge technologies to manage knowledge more effectively. These tactics need to be combined in active trust management strategies. It is important to maintain agile policies for managing trust, including the collection of rich sets of metadata about knowledge sources and agents and ontologies for expressing trust requirements. It is essential to maintain the distinction between trust and trustworthiness, so that signalling trustworthiness does not become detached from trustworthiness itself. It is necessary to ensure that functionality is not sacrificed to trustworthiness. And, finally, privacy has to be sufficiently protected so as not to undermine trust. The discussion in this paper leads to suggestions for many opportunities for interdisciplinary research collaboration. These include determining the extent of the distinction between online and offline trust; examining whether a utilitarian or a moral notion of online trust is appropriate; understanding the nature of trustworthy knowledge acquisition; investigating why personalized interactions are perceived as more trustworthy; examining how brands and reputations contribute to trust; and considering how effective procedures for the maintenance of knowledge bases can be developed. The semantic web, conceived as an extension to the World Wide Web, is a potentially large area for Internet development. The web is, of course, massive, containing in 2002 about 2.5 billion fixed documents - 550 billion documents in all, when databases and other information sources that users can access via web forms are added into the total, between them holding 7.5 million gigabytes of data (O'Hara 2002a). The web is now so large that the various navigation tools, including hyperlinks and search engines, are coming under increasing strain. This is leading to pressure to move to the semantic web, which, for the eXtensible Markup Language (XML), the Resource Description Framework (RDF) and ontologies, allows systems many more inferential possibilities than the World Wide Web, whose underlying language, the Hypertext Markup Language (HTML), is more concerned with looks than content.
... Information content also provides trust cues [4]. Providing an appropriate and useful content to the target audience has been identified as a strong cue to trustworthiness [41]. On the other hand, conveying expertise, providing comprehensive information, and projecting honesty, lack of bias and shared values between the website and the user provide positive cues [22, 32, 42]. ...
Conference Paper
Trust plays an important role in human-computer interaction. It helps people overcome risk and uncertainty. With the rapid growth of computer and networking technology, human-computer trust has been paid attention to. This paper studies the factors that influence the trust in human-computer interaction, i.e., the construct of human-computer trust interaction (HCTI). Based on a literature survey, we propose a research model of human-computer trust interaction that contains three root constructs: interaction intention, computer system trust and communication trust. Meanwhile, we design a measurement scale to verify it in the future.
... Information content also provides trust cues [4]. Providing an appropriate and useful content to the target audience has been identified as a strong cue to trustworthiness [41]. On the other hand, conveying expertise, providing comprehensive information, and projecting honesty, lack of bias and shared values between the website and the user provide positive cues [22, 32, 42]. ...
Conference Paper
Trust helps users overcome perceptions of uncertainty and engages in usage. It plays an important role in human-computer interaction. This position paper studies the theoretical issues in the study of trust in Human-Computer Interaction (HCI). We propose a construct of human-computer trust interaction (HCTI) through theoretical studies. It contains two root constructs: interaction intention and computer system trust, each of which is consistent of a number of sub-constructs.
... The influences of trustworthiness may not be equally effective across all types of users. Many studies have shown that users differ greatly in terms of their readiness to trust a web site, and users react differently to on-screen characters, based on their own personality and other dispositional traits (Egger, 2001; Lester et al., 1997; Shelat and Egger, 2002). Users' expertise in information technology (IT), network experiences, or the time they spend using a site, may also affect the extent to which that site will be perceived as reliable and trustworthy. ...
Article
Purpose Previous research has focused on how trustworthiness can be evoked by the physical design of on‐screen characters (OSCs) within the e‐commerce interface. The purpose of this study is to investigate whether or not the OSCs representation, along with user differences, influence, how likeable, appropriate and trustworthy they are. Design/methodology/approach A web site was created for a simulated online bookseller and 183 people from various countries participated in the experiments. OSC representations were tested under four conditions in the main experiment: facial appearance (human‐like vs cartoon‐like) and gender (male vs female). Findings The results suggest that the human‐like characters are more likeable, appropriate and trustworthy in general terms. However, when perceived capabilities of OSCs are measured, a mismatch can occur between expectations and capabilities of the human‐like OSCs. In fact, cartoon‐like OSCs, especially female, had more positive effects on the web site interface. Research limitations/implications This study was limited to simulations of on‐screen scenarios. Future work, with access to the huge database required, could investigate the effects of truly interactive OSCs. Larger national sub‐samples would permit generalisations about cross‐cultural differences. Practical implications For e‐tailers and web designers, this study suggests critical design variables and response‐moderating variables that mediate the effects of OSCs in e‐retailing. It helps to understand customers' interaction needs in establishing and maintaining para‐social relationships, potentially increasing purchase intentions and persuasion. Originality/value The efficacy of different representations of OSCs to retail situations has been little investigated previously; this study measured how likeable, appropriate and trustworthy different OSC design formats are to different customer types.
... Contradictory to usability is the principle to foster curiosity by designing a system that is novel or surprising. The emotion of trustworthiness has been emphasised as one of the most important factors in electronic commerce, (Shelat and Egger, 2002). In fact, an interface may elicit a variety of emotions ranging from joy or fear, to trustworthiness or sophistication. ...
Article
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Examples of home applications related to leisure activities and playful consumptions are interactive television programmes, recreational shopping or home music services. Such applications produce emotional experiences enjoyed for their own sake. A number of studies have shown the limitations of traditional evaluation methods like usability for affective applications. As few studies related to emotion assessment could be found in human-computer interaction we turn to the field of consumer behaviour to find appropriate methods. We review and discuss these methods within the framewo rk of affective home applications. The field of consumer behaviour has also highlighted another important aspect related to emotion and affective applications: emotional characteristics of users. Individuals differ in their way of apprehending and reacting to emotions. As, it has some consequences for the evaluation of affective applications and user preferences, individual measures of emotion such as affect intensity are discussed. The purpose of this paper is to facilitate the development of affective applications, by describing theories and studies relevant to the evaluation of these applications. We address here, one specific issue the assessment of emotions. In this way it is hoped that methods related to the evaluation of emotions will prove useful to researchers and practitioners interested in the development of affective applications.
... Information content also provides cues. Providing content that is appropriate and useful to the target audience has been identified as a strong cue to trustworthiness (Shelat and Egger, 2002). Further, it has been found that mixing advertisements and content is a negative cue (Fogg et al., 2001b; Jenkins et al., 2003), as are banner ads for products of low reputability (Fogg et al., 2001a ), and impolite and nonconstructive error messages (Nielsen et al., 2000). ...
Article
Trust is emerging as a key element of success in the on-line environment. Although considerable research on trust in the offline world has been performed, to date empirical study of on-line trust has been limited. This paper examines on-line trust, specifically trust between people and informational or transactional websites. It begins by analysing the definitions of trust in previous offline and on-line research. The relevant dimensions of trust for an on-line context are identified, and a definition of trust between people and informational or transactional websites is presented. We then turn to an examination of the causes of on-line trust. Relevant findings in the human–computer interaction literature are identified. A model of on-line trust between users and websites is presented. The model identifies three perceptual factors that impact on-line trust: perception of credibility, ease of use and risk. The model is discussed in detail and suggestions for future applications of the model are presented.
... Specific design aspects found to have an effect on online trustworthiness include ease of navigation (Cheskin/Sapient, 1999), good use of visual design elements (Kim and Moon, 1998), an overall professional look of the website (Belanger, Hiller, and Smith, 2002; Kim and Stoel, 2004), and ease of carrying out transactions (Nielsen, Molich, Snyder, and Farrell, 2000). Providing content that is appropriate and useful to the target audience has been identified as a strong cue to trustworthiness (Shelat and Egger, 2002) while mixing advertisements and content is a negative cue (Jenkins, Corritore, and Wiedenbeck, 2003). Similarly, conveying expertise, providing comprehensive information, and projecting honesty, lack of bias, and shared values between the website and the user promote the perception of trustworthiness (Fogg, Marshall, Kameda, Solomon, Rangnekar, Boyd, and Brown, 2001). ...
... Poker has been analyzed from an artificial intelligence perspective [2] and as a form of " scripted competition " that fulfills social-psychological needs not fulfilled in daily life [14]. Scholarly and governmental studies of gambling online have addressed the legal [8] and economic [13] impact, as well as casino credibility and trust [10]. Though poker has not been addressed directly, there is a significant body of work on online environments that represent users with avatars (e.g. ...
Conference Paper
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Poker is largely a game of social and psychological information. However, online card room interfaces do not support the subtle communication between players that is integral to the psychological aspect of the game, making the games less authentic and less enjoyable than they could be. We explore how card room interfaces can better support the psychological aspects of the game by critiquing the dominant methods of visualizing players: with generic avatars, and with text-only handles.
... Upon reviewing the existing literature on Trust, it is evident that there have not been many studies into the fuzziness, dynamism and complexity of Trust of the impact on Trust, Trust Measurement and Trustworthiness prediction, especially in the world of e-business and in service oriented network environments. Some studies by Egger (including those of Shelat and Egger, 2002; Egger and Groot, 2000; Egger, 2000 and) consider how the usability of Websites (a Website may represent a service provider), the way content is organized and how security and privacy issues are addressed, communicate Trust to their human users. Factors considered by Egger are applicable for B2C (Business to Customer) e-commerce, where the customer (usually the client) interacts with the service providers through websites. ...
Conference Paper
Full-text available
Trust is one of the most fuzzy, dynamic and complex concepts in both social and business relationships. The difficulty in measuring Trust and predicting Trustworthiness in service-oriented network environments leads to many questions. These include issues such as how to measure the willingness and capability of individuals in the Trust dynamic and how to assign a concrete level of Trust to an individual or Agent. In this paper, we analyze the fuzzy, dynamic and complex nature of Trust. The dynamic nature of Trust creates the biggest challenge in measuring Trust and predicting Trustworthiness. In order to develop a Trustworthiness Measure and Prediction Method, we first need to understand what we can actually measure in a Trust Relationship.
... Shelat and Egger examined factors that online gamblers use when deciding to trust Internet gambling sites. 60 Conducted within the framework of the MoTEC model, the study revealed that informational content was the most important factor. People were most trusting when they could easily find information about the casino, its staff, and its policies. ...
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As we have seen in a previous chapter [1], any security system is only as secure as its weakest link. Invariably, because of their social nature (and because of their human nature), the weakest links are often humans [2]. Thus, passwords get written on post-it notes and stuck to computer screens, or they become cycles of familiar words and numbers. In addition, social engineering succeeds in gaining inappropriate entry into supposedly secure systems because people will say things they're not supposed to, often to complete strangers who they just ‘like.' Also, security systems are often turned off because they're too difficult to use, obscure, or downright impossible to comprehend for mere mortals [3]. Comme nous l'avons vu dans un chapitre antérieur [1], un système de sécurité est toujours aussi sûr que son maillon le plus faible. En raison de leur nature sociale et humaine, ce sont souvent les personnes qui constituent ce maillon [2]. Il arrive donc qu'un mot de passe soit noté sur un papillon adhésif et collé sur un moniteur, ou composé à partir de mots ou de chiffres familiers et cycliques. De plus, l'ingénierie sociale permet souvent d'obtenir un accès non autorisé à des systèmes soi-disant sécurisés, car les gens peuvent divulguer de l'information qu'ils ne devraient pas communiquer, parfois même à des étrangers qui leur paraissent « aimables ». Par ailleurs, il arrive souvent que les systèmes de sécurité soient désactivés, parce qu'ils sont jugés trop difficiles à employer, obscurs ou tout simplement incompréhensibles pour le commun des mortels [3].
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The anonymous nature of Internet gambling and lack of rigorous regulation make online gamblers susceptible to specific risks. Disputes with online gambling sites can occur and examples are discussed including unfair games, player deposits and winnings not being returned, identity theft, and cheating by players. Internet gambling sites can be used for criminal purposes and operators and regulators must take measures to protect players and detect any illegal activity. Potential cheating includes inside information being used to set odds and cheating by players, officials or other involved individuals to win bets. Such cheating can take advantage of players and online sites and is increasingly monitored. This chapter outlines ways in which online gambling sites and operators can act to reduce risks to players and demonstrate the safety and security of their sites as well as ways in which players can minimize their own risks.
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Thailand E-Commerce market has progressively grown in the last decade. However, most Thai consumers still hesitate to complete online transaction because of their perceived risk and lack of trust in Thai vendors. This paper aims to investigate the structural model which pertains to the perceived risk and lack of trust that affect Thai consumers. The purpose of this study is to understand the main factors that affect consumers' purchasing intention in both perceived risk and trust.
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Growing competitiveness in the marketplace pushes hoteliers to fully take advantage of their websites as a marketing tool. This study proposed that a trusting relationship with customers could be developed by investing in hotel website development. A research model that incorporates hotel website quality, eTrust, and online booking intentions was put forward. The software AMOS 20.0 was adopted to analyze the proposed inter-variable relationships. Statistical results demonstrated that hotel website quality is a strong predictor of eTrust which then also mediates the relationship between website quality and consumers’ online booking intentions. Implications were offered for practitioners based on the results.
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Consumers tend to seek heuristic information cues to simplify the amount of information involved in tourist decisions. Accordingly, star ratings in online reviews are a critical heuristic element of the perceived evaluation of online consumer information. The objective of this article is to assess the effect of review ratings on usefulness and enjoyment. The empirical application is carried out on a sample of 5,090 reviews of 45 restaurants in London and New York. The results show that people perceive extreme ratings (positive or negative) as more useful and enjoyable than moderate ratings, giving rise to a U-shaped line, with asymmetric effects: the size of the effect of online reviews depends on whether they are positive or negative.
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The experiment conducted in this study compared two Web-pages to determine which was perceived as more credible. One Web-page had corporation as the source and the other a highly qualified expert. In addition, a correlation between participants' preexisting disposition to trust and credibility perception was investigated. Results indicate no difference between the corporation and expert in generating credibility. A correlation between disposition to trust and credibility was found.
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Trust allows people to live in a risky and uncertain situation by providing the means to decrease complexity. It is the key to decision making and engaging in usage. Visualizing trust information could thus leverage usage behavior and decisions. This article explores the impact of trust information visualization on mobile application usage with a three-stage experiment conducted in both Finland and China (1) by studying users’ opinions on the importance of mobile applications, (2) by evaluating the impact of a trust indicator on mobile application usage, and (3) by evaluating the impact of a trust/reputation indicator on mobile application usage. Although the results achieved in this study for Finland and China showed small differences on usage willingness and remarkable difference on trust information check willingness, both countries indicated that visualizing the reputation value of an application and/or the individual trust value of a user can assist in mobile application usage with different importance rates. In addition, the article discusses possible reasons for the difference in impact in Finland and China, other impact factors related to mobile application usage, and implications of our experiments with regard to a trust management system for mobile applications.
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Online reviews, a form of online word-of-mouth (eWOM), have recently become one of the most important sources of information for modern consumers. Recent scholarship involving eWOM often focuses on the transmission and impact of online reviews but sheds less light on the underlying processes that drive consumers’ receptions of them. Similarly, few studies have explored the recipients’ perspectives in the context of various services. This study addresses the aforementioned gaps in extant literature. The research model in this study is built upon the rich stream of literature related to how people are influenced by information and is tested on reviews collected from Yelp.com, a popular online advisory website dedicated to services businesses throughout the United States. The results of the study show that a combination of both reviewer and review characteristics are significantly correlated with the perceived usefulness of reviews. The study also finds several results that are anomalous to established knowledge related to consumers’ information consumption, both offline and online. The authors present the results of the study and discuss their significance for research and practice.
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Three face-to-face focus groups that included 24 online poker players were conducted in Stockholm to investigate their motivations for playing online poker and issues relating to their trust of poker Web sites. Casual players played because they liked the convenience, the ease of learning, the low stake size, the relief from boredom, and the social interactions. "Professional" players played to win money and utilised several features of the online game for psychological tactics. They also tended to play several tables at once. Factors that affected how much a player would trust an online poker Web site included the size and reputation of the operator, the speed with which winnings were paid out, the clarity of the Web site design, the technical reliability of the service, and the accessibility and effectiveness of the customer service. Responsible gaming measures also increased levels of trust by demonstrating company integrity and by reducing anxiety about winning from other players. The findings indicate that providing a safe online environment with effective responsible gaming measures may be much more than just a moral and regulatory requirement. Players in this study suggested that such features are sometimes necessary in order to achieve an enjoyable gaming experience. Consequently, responsible gaming initiatives and good business practice do not have to be mutually exclusive. Indeed, in this particular scenario, they might even be considered mutually dependent. This project was funded by Svenska Spel, the operators of the Swedish National Lottery. Other than agreeing to the research question, Svenska Spel had no say in how the research was carried out, the results that were reported, the conclusions that were drawn, or the editing of the report.
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The Internet is now an integral part of the everyday lives of a majority of people. Web users are demanding web sites that offer credible information. This study tired to comprehensively extract the factors that affect the perception web credibility based on preceding researches and develop of indicators for evaluating the web credibility by goodness-fit analysis. I modified more than 100 factors which presented by preceding researches to 28 factors, and allocated these factors into the hierarchical categories like followings; trustworthiness, expertness, safety are categorized as first level factors, trustfulness and reputation are placed to sub-factors of trustworthiness, usefulness, timeliness and competency to sub-factors of expertness, security and reliability to sub-factors of safety as second level factors. Finally this study developed evaluating indicators for web credibility by goodness-of fit analysis.
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This paper focuses on consumer fraud in auction website, and finds out why consumers may cheat sellers. At present, practitioners and scholars from home and abroad lay more emphasis on how to cope with website fraud, while less attention has been put on the consumer fraud. Based on the current situation of auction website, five key factors that have impact on consumer fraud have been put forward: consumer characteristics, e-commerce technology, virtual network, e-commerce law and punishment mechanism of faith-breaking. By means of factor analysis, four factors have been extracted, and the correlations between those factors and consumer fraud behavior have been researched.
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Purpose The purpose of this paper is to deal with the issue of market redefinition through an examination of a unique industry that has met with multiple obstacles: online gambling. The main research question is how markets get redefined when quantum technological change occurs, despite the lack of formal support and a highly fragmented industry structure, typical in online industries. Design/methodology/approach This industry lends itself to the analysis because of the intense competition for reconstruction of the field among state powers, professional associations, and global forces. The paper provides an archival and qualitative overview of the industry and identify the various forces competing for dominance in the market. It examines the competing logics in this industry and identify the sources and implications of such competition for emerging markets. Findings Both broad and specific contributions of this paper are discussed, namely the important role of professional and interest associations in industries without clear geographical boundaries, as well as the growing role for global moderating agencies. Research limitations/implications The paper provides a timely example of the ways in which firms organize in the modern business environment. In addition, it discusses the volatile and complex power structure in a global economy. While the research is necessarily processual and does not provide for multiple settings, the extent of legal implications here can be generalized to much smaller differences in global markets. Originality/value This paper provides support for the idea that, contrary to many concepts of industry acceptance and growth, legitimacy is not a requisite condition for an industry to prosper.
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In this study 2,684 people evaluated the credibility of two live Web sites on a similar topic (such as health sites). We gathered the comments people wrote about each siteís credibility and analyzed the comments to find out what features of a Web site get noticed when people evaluate credibility. We found that the ìdesign lookî of the site was mentioned most frequently, being present in 46.1% of the comments. Next most common were comments about information structure and information focus. In this paper we share sample participant comments in the top 18 areas that people noticed when evaluating Web site credibility. We discuss reasons for the prominence of design look, point out how future studies can build on what we have learned in this new line of research, and outline six design implications for human-computer interaction professionals.
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There is an insufficient understanding of consumer attitudes towards Internet gambling, which contributes to difficulties in developing policies to encourage the use of regulated online gambling sites. This research aimed to generate knowledge about consumer attitudes towards online gambling, specifically concerning the issues of player protection, regulation, and responsible gambling. An online survey was completed by 10,838 online casino and poker players from 96 countries. Responsible gambling features were generally viewed positively, particularly by casino game players, those who chased losses, and younger adults. Over one-third of participants reported having experienced a dispute with an online gambling operator. Respondents reported high levels of mistrust and concerns regarding online gambling and confusion regarding the appropriate regulation of Internet gambling. Consumer attitudes play a significant role in driving behavior and must be considered if regulators and operators are to effectively encourage online gamblers to use regulated gambling sites that include consumer protection and harm minimization measures. The results suggest that responsible gambling features, such as the ability to set spending limits, should be implemented on Internet gambling sites to increase consumer trust and favorable attitudes towards online gambling operators, and reduce disputes associated with excessive gambling. Highlights  Consumer attitudes, including trust, play a key role in driving online gambling behavior.  An online survey was completed by10,838 online casino and poker players from 96 countries.  The majority of online gamblers view the provision of responsible gambling features positively.  Clarification of regulation and reducing player disputes would increase consumer trust in gambling sites.  Regulated sites should aim to win consumer trust to compete with offshores sites.
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Do different design and information content factors influence trust and mistrust of online health sites? Fifteen women faced with a risky health decision were observed while searching the Internet for information and advice over four consecutive weeks. In some sessions their searches were unstructured, whilst in other sessions they were directed to review specific sites, chosen for their trust design elements. Content analysis of concurrent verbalisations and group discussion protocols provided support for a staged model wherein design appeal predicted rejection (mistrust) and credibility of information and personalisation of content predicted selection (trust) of advice sites.
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Relying on notions derived from the signalling theory and existing studies on trust, we examined whether the provision of online information in compliance with the Canadian Code of Practice for Consumer Protection in Electronic Commerce affects consumer trust of, and intention to purchase from, an online retailer. It was found that exposure to sites of different compliance levels does influence perceived trust and intent to purchase, even for consumers who normally would not seek company-specific information on a commercial website. These findings have important implications for retailers in their decision to adopt the code and promote it on their site.
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The credibility of web sites is becoming an increasingly important area to understand. To expand knowledge in this domain, we conducted an online study that investigated how different elements of Web sites affect people's perception of credibility. Over 1400 people participated in this study, both from the U.S. and Europe, evaluating 51 different Web site elements. The data showed which elements boost and which elements hurt perceptions of Web credibility. Through analysis we found these elements fell into one of seven factors. In order of impact, the five types of elements that increased credibility perceptions were “real-world feel”, “ease of use”, “expertise”, “trustworthiness”, and “tailoring”. The two types of elements that hurt credibility were “commercial implications&rdquo ;and “amateurism”. This large-scale study lays the groundwork for further research into the elements that affect Web credibility. The results also suggest implications for designing credible Web sites.
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Successful e-commerce user experience design depends on a large number of factors. This paper focuses on consumers' acceptance of and trust in an e-commerce system, based on the transaction's value and perceived risk. The model of trust for ecommerce (MoTEC) by Egger (2000) provides a framework making explicit factors likely to affect customer trust. For each model component, design principles are provided, along with more concrete guidelines. It will be shown that the user interface is only one element of the customer experience. Designing for trust therefore requires user experience strategists to look beyond the mere design of the web site and pay attention to more general management and marketing issues. Keywords Human-computer interaction, e-commerce, user experience, trust 1.
Developing a Model Trust for Electronic Commerce: An Application to a Permissive Marketing Web Site
  • F N Egger
  • B De Groot
  • Egger F.N.
Egger, F.N. & De Groot, B. (2000). Developing a Model of Trust for Electronic Commerce: An Application to a Permissive Marketing Web Site. Poster Proc. of the 9 th International World Wide Web Conference, The Netherlands, May 15-19, 2000: 92-93, Foretec Seminars Inc
Developing a Model Trust for Electronic Commerce: An Application to a Permissive Marketing Web Site The Netherlands
  • F N Egger
  • B De Groot