Trust and its predictors within a cyber-physical system context

Abstract

Purpose This paper aims to provide empirically derived insights into trust and its predictors within a cyber-physical system context of a household service. Design/methodology/approach The methodology comprises an innovative mixed methods design encompassing a videographic animated film portraying a potential “slice of life” household service-system scenario that was subsequently incorporated into a quantitative survey. A total of 400 responses were then used to examine trust dimensions and their hypothesised predictors. Findings Findings suggest trust is two-dimensional, with “online networking competency”, “perceptions of risk”, “propensity to trust technology in general” and “concerns about security” being significant predictors. Surprisingly, “concerns about privacy” do not have a significant effect. Originality/value The contribution of this research is twofold. Firstly, from a theoretical perspective, the paper offers empirical insights into trust and its predictors within a cyber-physical system context of a household service. Secondly, and from a pragmatic perspective, the model derived from this study may aid practitioners in developing trust strategies and trust management systems within such contexts.

Online Recommendation Systems: Factors Influencing Use in E-Commerce

“…Trust reflects a user's security about meeting expectations vis-à-vis the behavior of the other party in the relationship [60,61]. The user trusts the e-services provider to perform its tasks, comply with the service promise, and maximize user profit [62,63].…”

“…The results of the research show that the behavioral intention of the recommendation systems receive positive and relevant influences of variables such as: (1) performance expectancy, the perception of obtaining good results when using the recommended information in shopping decisions, coinciding with the results of the work of Lee and Song [33] about e-government and the paper of Yu [30] about the behavioral intention of internet banking; (2) the positive influence that hedonic motivations have on using recommendation systems, as stated by Zhang et al [41] on online purchasing in the same context, and tourist recommendation [42] or adopting augmented reality smart glasses (ARSGs) [83]; (3) positive influence of habit, measured by the habitual use of these systems [52]; and (4) trust in the usefulness of the information provided by the recommenders [61].…”

Not all elderly are the same: fostering trust through mobile banking service experience

“…Indeed, trust, which is known to reduce consumer uncertainty and feelings of vulnerability, has stood out as one of the most important concepts in relationship marketing literature in recent years (Garry and Harwood, 2019; Kim and Peterson, 2017; Poon and Albaum, 2019). Research shows that trust is not only more important to elderly segments of the population but also differs from that of their younger counterparts (Parment, 2013).…”

Design fiction diegetic prototyping: a research framework for visualizing service innovations

“…The extent to which the explication of central perceptual tenets represents a near or far future perspective on an emergent technology-in-use is a matter for the researcher to determine, based on a systematic review of multidisciplinary literature. For example, our illustrative example connects consumer experience to emergent technologies (IoT) to devise service innovations, which in turn inform the development of research questions (see Harwood and Garry, 2017; Garry and Harwood, 2019). Hence, the proposed research framework is demonstrated to be useful for service innovation contexts rather than technology product developments more generally.…”

“…Drawing on themes developed from a systematic analysis of the literature (Stage 1), research questions relate to ways in which consumers may assess trust, risk, privacy and security of IoT service innovations. Whilst a detailed description of the research questions themselves, including the instrument development and findings, is beyond the scope of the focus of this paper (two journal papers focusing on IoT services have thus far been published, see Harwood and Garry, 2017; Garry and Harwood, 2019), we instead focus our comments here in relation to the application of the research framework. Participants’ responses are sought on perceptions of realism of the service innovations presented in four films.…”