The Trust Update community share news, research and personal experiences in these important phenomenon and learn from each other.

Recent news:

Are Trust and Privacy Concerns Barriers to Using Health Insurance that Explicitly Utilizes AI?

Research  has identified two scenarios, one with limited AI that is not in the interface, whose presence is not explicitly revealed to the consumer and a second scenario where there is an AI interface and AI evaluation, and this is explicitly revealed to the consumer.

How is building trust and reducing privacy concern on Airbnb influenced by the language used?

The findings indicate that the landlord does not usually reduce privacy concern but leaves this to the platform. Language has a role in the interaction, but it is limited, and the platform norms and habits are more influential.

Recent case study:

Building a whole business on trust: How John Lewis builds trust in every aspect of what they do from their business model to their advertising

John Lewis is a large retailer in the UK with 48 large stores and a strong online presence from as early as 2000. In this case study we look at how the business model, advertising build trust and create a reciprocity from customers and the government.