Emotional usability of customer interfaces: focusing on cyber banking system interfaces

ABSTRACT

Emotions play a major role in the social interaction process with electronic commerce systems. This paper describes our attempts to design customer interfaces that can induce target emotions for cyber banking systems. Four experiments were conducted to identify the important emotive factors and design factors, and to establish and verify causal relations between the factors. Results indicate that it is possible to design customer interfaces that will elicit target emotions for the systems(e.g., trustworthiness).

REFERENCES

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INDEX TERMS

Keywords:
customer interface, emotional usability, trustworthiness