Incorporating Behavioral Trust Theory into System Development for Ubiquitous Applications

Hoffmann, H. & Söllner, M. (2014): Incorporating Behavioral Trust Theory Into System Development for Ubiquitous Applications. In: Personal and Ubiquitous Computing, Ausgabe/Number: 1, Vol. 18, Erscheinungsjahr/Year: 2014. Seiten/Pages: 117-128.

13 Pages Posted: 25 Jul 2014

See all articles by Holger Hoffmann

Holger Hoffmann

University of Kassel

Matthias Söllner

University of Kassel - Information Systems; University of St. Gallen - Institute of Information Management

Date Written: 2012

Abstract

Trust has been shown to be a key factor for technology adoption by users, that is, users prefer to use applications they trust. While existing literature on trust originating in computer science mostly revolves around aspects of information security, authentication, etc., research on trust in automation — originating from behavioral sciences — almost exclusively focuses on the socio- technical context in which applications are embedded. The behavioral theory of trust in automation aims at explaining the formation of trust, helping to identify countermeasures for users’ uncertainties that lead to lessened trust in an application. We hence propose an approach to augment the system development process of ubiquitous systems with insights into behavioral trust theory. Our approach enables developers to derive design elements that help foster trust in their application by performing four key activities: identifying users’ uncertainties, linking them to trust antecedents from theory, deducting functional requirements and finally designing trust-supporting design elements (TSDEs). Evaluating user feedback on two recommender system prototypes, gathered in a study with over 160 participants, we show that by following our process, we were able to derive four TSDEs that helped to significantly increase the users’ trust in the system.

Keywords: Trust support, Uncertainty, Antecedent, Design elements, Sociotechnical system, Evaluation

Suggested Citation

Hoffmann, Holger and Söllner, Matthias, Incorporating Behavioral Trust Theory into System Development for Ubiquitous Applications (2012). Hoffmann, H. & Söllner, M. (2014): Incorporating Behavioral Trust Theory Into System Development for Ubiquitous Applications. In: Personal and Ubiquitous Computing, Ausgabe/Number: 1, Vol. 18, Erscheinungsjahr/Year: 2014. Seiten/Pages: 117-128., Available at SSRN: https://ssrn.com/abstract=2471028

Holger Hoffmann (Contact Author)

University of Kassel ( email )

Fachbereich 05
Nora-Platiel-Straße 1
34109 Kassel, Hessen 34127
Germany

Matthias Söllner

University of Kassel - Information Systems ( email )

Pfannkuchstraße 1
Kassel, 34121
Germany

University of St. Gallen - Institute of Information Management ( email )

Müller-Friedberg-Str. 8
St. Gallen, 9000
Switzerland

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