The mechanics of trust: a framework for research and design

With an increasing number of technologies supporting transactions over distance and replacing traditional forms of interaction, designing for trust in mediated interactions has become a key concern for researchers in human computer interaction (HCI). While much of this research focuses on increasing users’ trust, we present a framework that shifts the perspective towards factors that support trustworthy behavior. In a second step, we analyze how the presence of these factors can be signalled. We argue that it is essential to take a systemic perspective for enabling well-placed trust and trustworthy behavior in the long term. For our analysis we draw on relevant research from sociology, economics, and psychology, as well as HCI. We identify contextual properties (motivation based on temporal, social, and institutional embeddedness) and the actor's intrinsic properties (ability, and motivation based on internalized norms and benevolence) that form the basis of trustworthy behavior. Our analysis provides a frame of reference for the design of studies on trust in technology-mediated interactions, as well as a guide for identifying trust requirements in design processes. We demonstrate the application of the framework in three scenarios: call centre interactions, B2C e-commerce, and voice-enabled on-line gaming

Trust and Privacy Permissions for an Ambient World

Ambient intelligence (AmI) and ubiquitous computing allow us to consider a future where computation is embedded into our daily social lives. This vision raises its own important questions and augments the need to understand how people will trust such systems and at the same time achieve and maintain privacy. As a result, we have recently conducted a wide reaching study of people’s attitudes to potential AmI scenarios with a view to eliciting their privacy concerns. This chapter describes recent research related to privacy and trust with regard to ambient technology. The method used in the study is described and findings discussed

Bridging the gap between human and machine trust : applying methods of user-centred design and usability to computer security

This work presents methods for improving the usability of security. The work focuses on trust as part of computer security. Methods of usability and user-centred design present an essential starting point for the research. The work uses the methods these fields provide to investigate differences between machine and human trust, as well as how the technical expressions of trust could be made more usable by applying these methods. The thesis is based on nine publications, which present various possibilities to research trust with user-centric methods. The publications proceed chronologically and logically from the first user interviews about trust, trusting attitudes and behaviours in general to the actual design and usability testing of user interfaces for security applications, finally presenting the outcomes and conclusions of the research. The work also presents a review of relevant previous work in the area, concentrating on work done in the fields of usability and user-centred design. The work is of cross-disciplinary nature, falling into the areas of human-computer interaction, computer science and telecommunications. The ultimate goal of the conducted research has been to find out 1) how trust is to be understood in this context; 2) what methods can be used to gain insight into trust thus defined; and, finally, 3) what means can be used to create trust in the end users in online situations, where trust is needed. The work aims at providing insight into how trust can be studied with the methods provided by user-centred design and usability. Further, it investigates how to take understanding of trust formation in humans into account when attempting to design trust-inducing systems and applications. The work includes an analysis and comparison of the methods used: what kinds of methods to study trust exist in the field of usability and user-centred design. Further, it is evaluated, what kind of results and when can be reached with the different methods available, by applying a variety of these methods. Recommendations for the appropriate application of these methods when studying the various parts of trust is one of the outcomes. The results received with the methods used have also been compared with results received by others by applying alternative methods to the same research questions. On a conceptual level, the work contains an analysis of the concept of trust. It also contains a brief investigation into both technical and humane ways to express trust, with a comparison between the two

Factors That Enhance Consumer Trust in Human-Computer Interaction: An Examination of Interface Factors and Moderating Influences

The Internet coupled with agent technology presents a unique setting to examine consumer trust. Since the Internet is a relatively new, technically complex environment where human-computer interaction (HCI) is the basic communication modality, there is greater perception of risk facing consumers and hence a greater need for trust. In this dissertation, the notion of consumer trust was revisited and conceptually redefined adopting an integrative perspective. A critical test of trust theory revealed its cognitive (i.e., competence, information credibility), affective (i.e., benevolence), and intentional (i.e., trusting intention) constructs. The theoretical relationships among these trust constructs were confirmed through confirmatory factor analysis and structural equation modeling. The primary purpose of this dissertation was to investigate antecedent and moderating factors affecting consumer trust in HCI. This dissertation focused on interface-based antecedents of trust in the agent-assisted shopping context aiming at discovering potential interface strategies as a means to enhance consumer trust in the computer agent. The effects of certain interface design factors including face human-likeliness, script social presence, information richness, and price increase associated with upgrade recommendation by the computer agent were examined for their usefulness in enhancing the affective and cognitive bases for consumer trust. In addition, the role of individual difference factors and situational factors in moderating the relationship between specific types of computer interfaces and consumer trust perceptions was examined. Two experiments were conducted employing a computer agent, Agent John, which was created using MacroMedia Authorware. The results of the two experiments showed that certain interface factors including face and script could affect the affective trust perception. Information richness did not enhance consumers’ cognitive trust perceptions; instead, the percentage of price increase associated with Agent John’s upgrade recommendation affected individuals’ cognitive trust perceptions. Interestingly, the moderating influence of consumer personality (especially feminine orientation) on trust perceptions was significant. The consequences of enhanced consumer trust included increased conversion behavior, satisfaction and retention, and to a lesser extent, self-disclosure behavior. Finally, theoretical and managerial implications as well as future research directions were discussed

EXPLORING TECHNOLOGY TRUST IN BITCOIN: THE BLOCKCHAIN EXEMPLAR

The acceptance of Bitcoin as an electronic currency is steadily on the rise. This implies there is a surge in the diffusion and adoption of the blockchain technology introduced by Bitcoin as well. Moreover, the potential of this novel disruptive technology has been acknowledged by academic researchers and practitioners alike. IS research has shown that trust is a significant antecedent enabling the adoption of a novel technology and attenuating the apprehensions of risk and uncertainty among consumers. Trust in a technology is formed by the trusting beliefs of a trustor regarding the trustworthiness of the IT artifact. The blockchain technology, the trustee, has features like cryptography, decentralization, hash functions, digital signature, consensus mechanism, which embody trust in the technology. We present an extensive description of Bitcoin as an instantiation of the blockchain technology, while offering a detailed account of the literature on trust in a technology. We conceptually present, through the use of knowledge mapping, how blockchain ensures trust in the technology. We propose future research directions for trust research in the blockchain context and urge IS academics to explore trust in this novel context

Design for trust an exploration of the challenges and opportunities of Bitcoin users

Bitcoin is a cryptocurrency which has received increasing interest over the last five years. Built upon a decentralized peer to peer system, it supports transparent, fast, cost effective, and irreversible transactions, without the need for trusting third party financial institutions. We know however little about people’s motivation and experience with bitcoin currency. This paper reports on interviews with 20 bitcoin users about their experience and their trust challenges. Findings show that bitcoins are used more as commodities for speculative investment or savings’ protection. The paper advances the HCI theories on trust by identifying main bitcoin characteristics and their impact on trust, such as decentralization, unregulation, embedded expertise, and reputation, as well as transactions’ transparency, low cost, and easiness to complete. We also discuss the issue of insecure transactions and the associated risks, in particular the one of dishonest traders and its mitigating strategies. The paper concludes with three design implications including support for the transparency of two-way transactions, tools for materializing trust, and tools for supporting reversible transactions

Simulating social relations in multi-agent systems

Open distributed systems are comprised of a large number of heterogeneous nodes with disparate requirements and objectives, a number of which may not conform to the system specification. This thesis argues that activity in such systems can be regulated by using distributed mechanisms inspired by social science theories regarding similarity /kinship, trust, reputation, recommendation and economics. This makes it possible to create scalable and robust agent societies which can adapt to overcome structural impediments and provide inherent defence against malicious and incompetent action, without detriment to system functionality and performance. In particular this thesis describes: • an agent based simulation and animation platform (PreSage), which offers the agent developer and society designer a suite of powerful tools for creating, simulating and visualising agent societies from both a local and global perspective. • a social information dissemination system (SID) based on principles of self organisation which personalises recommendation and directs information dissemination. • a computational socio-cognitive and economic framework (CScEF) which integrates and extends socio-cognitive theories of trust, reputation and recommendation with basic economic theory. • results from two simulation studies investigating the performance of SID and the CScEF. The results show the production of a generic, reusable and scalable platform for developing and animating agent societies, and its contribution to the community as an open source tool. Secondly specific results, regarding the application of SID and CScEF, show that revealing outcomes of using socio-technical mechanisms to condition agent interactions can be demonstrated and identified by using Presage.Open Acces

Cultural influences on consumer interactions in the context of electronic commerce

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.Researchers and academics from diverse disciplines have highlighted the role of 'trust' for establishing and strengthening existing relationships between individuals and organisations in the commercial and the social context. Trust in the cultural context specifically, is credited with being the social 'glue' for sustaining bonds between members of cultural groups. The 'trust' phenomenon has become a 'hallmark' of success for organizations as they become more involved with Information Technology (IT). A precondition for trust to manifest is the natural presence of risk or uncertainties in a potential decision. Since the fears and risks associated with online transactions in the context of ecommerce are high, gaining a customer's trust becomes a must. Some studies have found the ingrained cultural values, which form an essential part of the cultural heritage of a person, to be influential in evoking an individual's trust. Various sources in the marketing and consumer behaviour literature have highlighted the role that religious subcultures play in the purchase decisions of their members. The customs, values, and norms set by a religious group are highly esteemed by its members. The objective of this thesis is to investigate if religious Web sites are more likely to instil trust in online fellow-members than their generic counterparts. From a HCI point of view, we can say that our research will investigate an "abstract" interface of e-commerce systems: the 'theological' interface of a commercial Web site. Consequently, we can also ascertain if religious consumers basing their purchasing decisions on 'religious' trust alone overlook more important issues such as the privacy and security problems associated with financial transactions performed over the Internet. Our empirical findings have discovered that conservative Muslims, who are not very familiar with the Internet, trust a Muslim Web site more than a Christian Web site and a generic Web site. In contrast, conservative Muslims with higher Internet experience were found to be more cautious. They based their 'trust' on more appropriate criteria such as the extent of privacy and security safeguards adopted by a Web site. A qualitative analysis of the post-experimental interviews that we conducted purports that Web-based trust develops with a company's good reputation, previous personal purchasing experiences, and through word-of-mouth recommendations from friends and family or peers. In light of our findings, we argue that the time experience gained in using the Internet plays a major role on how consumers perceive culturally or religiously oriented Web sites. We believe that less experienced Internet users are unaware of the security vulnerabilities inherent in the Internet environment. Therefore, we assume that they are context-blind: they do not differentiate between traditional and the digital marketing environments. Consequently, they would trust purchasing from an electronic store (Web site) in the same manner they would trust purchasing from a 'brick-and mortar' store. In contrast, experienced Internet users deem reputable Web sites adopting good security and privacy safeguards for online transactions to be trustworthier than Web sites designed with a 'religious' interface. We conclude that in the context of e-commerce, one cannot expect to establish a trustworthy commercial relationship based on religious trust alone. From the findings of this study, it has become apparent that the trait of strict religious affiliation seems to disappear in the context of e-commerce. The threats and risks inherent in online transactions seem to restructure the religious community by merging it into a traditional global community of e-consumers. When contemplating a purchase from a Web site, traditional e-consumers pay more attention to the company's reputation and the extent of data security measures adopted by a Web site rather than basing their purchase decisions on the religious affiliations and cultural values taught by parents and ancestors. Thus, Web sites aiming to sell products behind a 'religious' interface could become disappointed. Having said that, we reiterate that the time experience in using the Internet seems to play an influential role in how users' perceive cultural or religious Web sites.Funding was obtained from the Lybian Interest Section

Behind the scenes of emerging technologies Opportunities, challenges, and solution approaches along a socio-technical continuum

Digitalization is a socio-technical phenomenon that shapes our lives as individuals, economies, and societies. The perceived complexity of technologies continues to increase, and technology convergence makes a clear separation between technologies impossible. A good example of this is the Internet of Things (IoT) with its embedded Artificial Intelligence (AI). Furthermore, a separation of the social and the technical component has become near enough impossible, for which there is increasing awareness in the Information Systems (IS) community. Overall, emerging technologies such as AI or IoT are becoming less understandable and transparent, which is evident for instance when AI is described in terms of a black box. This opacity undermines humans trust in emerging technologies, which, however, is crucial for both its usage and spread, especially as emerging technologies start to perform tasks that bear high risks for humans, such as autonomous driving. Critical perspectives on emerging technologies are often discussed in terms of ethics, including such aspects as the responsibility for decisions made by algorithms, the limited data privacy, and the moral values that are encoded in technology. In sum, the varied opportunities that come with digitalization are accompanied by significant challenges. Research on the negative ramifications of AI is crucial if we are to foster a human-centered technological development that is not simply driven by opportunities but by utility for humanity. As the IS community is positioned at the intersection of the technological and the social context, it plays a central role in finding answers to the question as to how the advantages outweigh the challenges that come with emerging technologies. Challenges are examined under the label of dark side of IS, a research area which receives considerably less attention in existing literature than the positive aspects (Gimpel & Schmied, 2019). With its focus on challenges, this dissertation aims to counterbalance this. Since the remit of IS research is the entire information system, rather than merely the technology, humanistic and instrumental goals ought to be considered in equal measure. This dissertation follows calls for research for a healthy distribution along the so-called socio-technical continuum (Sarker et al., 2019), that broadens its focus to include the social as well as the technical, rather than looking at one or the other. With that in mind, this dissertation aims to advance knowledge on IS with regard to opportunities, and in particular with a focus on challenges of two emerging technologies, IoT and AI, along the socio-technical continuum. This dissertation provides novel insights for individuals to better understand opportunities, but in particular possible negative side effects. It guides organizations on how to address these challenges and suggests not only the necessity of further research along the socio-technical continuum but also several ideas on where to take this future research. Chapter 2 contributes to research on opportunities and challenges of IoT. Section 2.1 identifies and structures opportunities that IoT devices provide for retail commerce customers. By conducting a structured literature review, affordances are identified, and by examining a sample of 337 IoT devices, completeness and parsimony are validated. Section 2.2 takes a close look at the ethical challenges posed by IoT, also known as IoT ethics. Based on a structured literature review, it first identifies and structures IoT ethics, then provides detailed guidance for further research in this important and yet under-appreciated field of study. Together, these two research articles underline that IoT has the potential to radically transform our lives, but they also illustrate the urgent need for further research on possible ethical issues that are associated with IoTs specific features. Chapter 3 contributes to research on AI along the socio-technical continuum. Section 3.1 examines algorithms underlying AI. Through a structured literature review and semi-structured interviews analyzed with a qualitative content analysis, this section identifies, structures and communicates concerns about algorithmic decision-making and is supposed to improve offers and services. Section 3.2 takes a deep dive into the concept of moral agency in AI to discuss whether responsibility in human-computer interaction can be grasped better with the concept of agency. In section 3.3, data from an online experiment with a self-developed AI system is used to examine the role of a users domain-specific expertise in trusting and following suggestions from AI decision support systems. Finally, section 3.4 draws on design science research to present a framework for ethical software development that considers ethical issues from the beginning of the design and development process. By looking at the multiple facets of this topic, these four research articles ought to guide practitioners in deciding which challenges to consider during product development. With a view to subsequent steps, they also offer first ideas on how these challenges could be addressed. Furthermore, the articles offer a basis for further, solution-oriented research on AIs challenges and encourage users to form their own, informed, opinions.Die Digitalisierung ist ein sozio-technisches Phänomen, das unser persönliches Leben, aber auch die Wirtschaft und die gesamte Gesellschaft prägt. Die wahrgenommene Komplexität von Technologie nimmt stetig zu. Die Technologiekonvergenz macht eine klare Trennung zwischen Technologien praktisch unmöglich, wofür das Internet der Dinge (IoT) mit seiner eingebetteten Künstlichen Intelligenz (KI) ein gutes Beispiel ist. Darüber hinaus wird eine Trennung der sozialen und der technischen Komponente nahezu unmöglich, wofür es ein steigendes Bewusstsein in der Information Systems (IS) Community gibt. Insgesamt werden aufstrebende Technologien wie KI oder IoT weniger verständlich und transparent, was sich beispielsweise darin zeigt, dass KI der Begriff der Black Box zugeschrieben wird. Die Undurchsichtigkeit untergräbt das Vertrauen der Menschen in aufstrebende Technologien, das jedoch für die Nutzung und Verbreitung dieser entscheidend ist, insbesondere wenn Technologien Aufgaben übernehmen oder unterstützen, die hohe Risiken für den Menschen bergen, wie z. B. autonomes Fahren. Kritische Perspektiven auf neue Technologien werden oft unter dem Begriff der Ethik diskutiert, darunter Aspekte wie die Verantwortung für Entscheidungen, die von Algorithmen getroffen werden, moralische Werte, die in die Technologie eingebettet sind, und Datenschutz. Zusammenfassend lässt sich sagen, dass die vielfältigen Chancen der Digitalisierung mit Herausforderungen einhergehen. Die Forschung zu Risiken und Nebenwirkungen ist entscheidend, um eine menschenzentrierte technologische Entwicklung zu fördern, die nicht nur von den Möglichkeiten, sondern insbesondere vom Nutzenstiften für die Menschheit getrieben ist. An der Schnittstelle zwischen Technologie und sozialem Kontext angesiedelt, spielt die IS-Community eine wichtige Rolle bei der Suche nach Antworten auf die Frage, wie die Vorteile die Risiken neuer Technologien überwiegen können. Herausforderungen werden im Forschungsbereich dark side of IS untersucht, welcher in der bestehenden Literatur deutlich weniger Aufmerksamkeit erhält als die positiven Aspekte (Gimpel & Schmied, 2019). Dem möchte diese Dissertation ein Stück weit entgegenwirken, indem ein Fokus auf die Herausforderungen gelegt wird. Da in der IS-Forschung das gesamte Informationssystem und nicht nur die Technologie im Mittelpunkt der Betrachtung steht, sollen humanistische und instrumentelle Ziele gleichermaßen berücksichtigt werden. Darüber hinaus folgt diese Dissertation dem Aufruf nach einer angemessenen Verteilung der Forschung entlang des sogenannten sozio-technischen Kontinuums (Sarker et al., 2019) und löst sich somit von Forschung, die am sozialen oder technischen Endpunkt des Kontinuums angesiedelt ist. Zusammenfassend zielt diese Dissertation darauf ab, das Wissen über IS im Hinblick auf die Chancen und insbesondere die Herausforderungen entlang des sozio-technischen Kontinuums der aufkommenden Technologien IoT und KI voranzutreiben. Damit liefert die Dissertation neue Einblicke für Individuen, um die Möglichkeiten, aber insbesondere die potenziellen negativen Nebenwirkungen der Digitalisierung besser zu verstehen, bietet Orientierung für Organisationen, um diese Herausforderungen zu adressieren, und veranschaulicht die Notwendigkeit und Ideen für weitere Forschung entlang des sozio-technischen Kontinuums. Kapitel 2 leistet einen Beitrag zur Forschung über Chancen und Herausforderungen des IoT. Kapitel 2.1 identifiziert und strukturiert Chancen von IoT-Geräten für Kunden im Einzelhandel. Mit einer strukturierten Literaturrecherche werden Affordanzen von IoT-Geräten für Kunden identifiziert und mit einer Stichprobe von 337 IoT-Geräten wird eine Validierung hinsichtlich Vollständigkeit und Sparsamkeit durchgeführt. Kapitel 2.2 beschäftigt sich mit ethischen Herausforderungen des IoT, genannt IoT-Ethik. Basierend auf einer strukturierten Literaturrecherche identifiziert und strukturiert es die IoT-Ethik und gibt detaillierte Hinweise für die weitere Erforschung dieses wichtigen, aber noch zu wenig erforschten Feldes. Mit diesen beiden Forschungsartikeln unterstreicht diese Dissertation das Potenzial des IoT, unser Leben radikal zu verändern, verdeutlicht aber auch den Bedarf an weiterer Forschung zu potenziellen ethischen Fragen, die mit den spezifischen Eigenschaften des IoT verbunden sind. Kapitel 3 trägt zur Forschung über KI entlang des sozio-technischen Kontinuums bei. Kapitel 3.1 untersucht die Algorithmen, die KI zugrunde liegen. Eine strukturierte Literaturrecherche und semi-strukturierte Interviews, die mit einer qualitativen Inhaltsanalyse analysiert werden, zielen darauf ab, Bedenken gegenüber algorithmischer Entscheidungsfindung zu identifizieren, zu strukturieren und zu kommunizieren, um darauf basierend Angebote und Dienstleistungen zu verbessern. Kapitel 3.2 bietet eine ethische Vertiefung in das Konzept der moralischen Handlungsfähigkeit und untersucht, ob Verantwortung in der Mensch-Computer-Interaktion mit dem Konzept der Agency besser erfasst werden kann. In Kapitel 3.3 wird anhand von Daten aus einem Online-Experiment mit einem selbst entwickelten KI-System untersucht, welche Rolle das domänenspezifische Fachwissen der Nutzer für das Vertrauen in und das Befolgen von Vorschlägen von KI-Entscheidungsunterstützungssystemen spielt. Schließlich wird in Kapitel 3.4 auf der Grundlage designwissenschaftlicher Forschung ein Rahmenwerk für ethische Softwareentwicklung vorgestellt, das ethische Aspekte bereits zu Beginn des Design- und Entwicklungsprozesses berücksichtigt. Diese vier Forschungsartikel können Praktikern als Orientierung dienen, welche Herausforderungen bei der Produktentwicklung zu berücksichtigen sind und bieten erste Ideen, wie sie diese angehen können. Darüber hinaus bieten die Forschungsergebnisse eine Grundlage für weitere, lösungsorientierte Forschung zu den Herausforderungen von KI und ermutigen Nutzer, sich eine eigene, fundierte Meinung zu bilden