Trust In and Adoption of Online Recommendation Agents

Trust In and Adoption of Online Recommendation Agents

3-2005 | Izak Benbasat, Weiquan Wang
This study explores the trust in online recommendation agents and its impact on consumer adoption. Online recommendation agents are becoming increasingly prevalent, assisting customers in reducing information overload and facilitating decision-making. However, the nature of trust in these technological artifacts is under-investigated. The study extends the interpersonal trust construct to trust in online recommendation agents and examines the nomological validity of trust in agents by testing an integrated Trust-TAM (Technology Acceptance Model). The results from a laboratory experiment confirm the nomological validity of trust in online recommendation agents, showing that consumers treat these agents as "social actors" and perceive human characteristics such as benevolence and integrity. The study also reveals the relative importance of initial trust compared to other TAM antecedents (perceived usefulness and perceived ease of use) in explaining consumer adoption intentions. Both the usefulness of the agents and consumers' trust in them are crucial factors in their decision to adopt online recommendation agents. The findings have implications for understanding consumer behavior in online shopping environments and for the design and implementation of recommendation agents.This study explores the trust in online recommendation agents and its impact on consumer adoption. Online recommendation agents are becoming increasingly prevalent, assisting customers in reducing information overload and facilitating decision-making. However, the nature of trust in these technological artifacts is under-investigated. The study extends the interpersonal trust construct to trust in online recommendation agents and examines the nomological validity of trust in agents by testing an integrated Trust-TAM (Technology Acceptance Model). The results from a laboratory experiment confirm the nomological validity of trust in online recommendation agents, showing that consumers treat these agents as "social actors" and perceive human characteristics such as benevolence and integrity. The study also reveals the relative importance of initial trust compared to other TAM antecedents (perceived usefulness and perceived ease of use) in explaining consumer adoption intentions. Both the usefulness of the agents and consumers' trust in them are crucial factors in their decision to adopt online recommendation agents. The findings have implications for understanding consumer behavior in online shopping environments and for the design and implementation of recommendation agents.
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