TY - GEN
T1 - Building trust in hospitality and culture exchange travel sites
T2 - 6th International Conference on Cross-Cultural Design, CCD 2014 - Held as Part of 16th International Conference on Human-Computer Interaction, HCI International 2014
AU - Hung, Yu Hsiu
AU - Wu, Lian Fan
AU - Chen, Chia Chun
PY - 2014
Y1 - 2014
N2 - Travel is gaining popularity among people and around the world. The number of people relying on social networking resources and hospitality/culture exchange travel websites is also increasing. However, there have been voices criticizing hospitality/culture exchange websites for deception, violations of privacy, and lack of dispute resolution process, etc. To address this problem and to glean design insight, our study performed Heuristic Evaluation (with six subject matter experts) on the features and interfaces of CouchSurfing (one of the most popular hospitality exchange websites). The purpose was to understand if current features and interfaces of hospitality travel websites support trust-building among users. Results of the study showed barriers in differing stages of the trust-building process. Results also revealed that the establishment of trust was challenged by the current graphic design, the structure design, as well as the social cue design of CouchSurfing. Design recommendations were made from this study for hospitality/culture exchange travel websites.
AB - Travel is gaining popularity among people and around the world. The number of people relying on social networking resources and hospitality/culture exchange travel websites is also increasing. However, there have been voices criticizing hospitality/culture exchange websites for deception, violations of privacy, and lack of dispute resolution process, etc. To address this problem and to glean design insight, our study performed Heuristic Evaluation (with six subject matter experts) on the features and interfaces of CouchSurfing (one of the most popular hospitality exchange websites). The purpose was to understand if current features and interfaces of hospitality travel websites support trust-building among users. Results of the study showed barriers in differing stages of the trust-building process. Results also revealed that the establishment of trust was challenged by the current graphic design, the structure design, as well as the social cue design of CouchSurfing. Design recommendations were made from this study for hospitality/culture exchange travel websites.
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U2 - 10.1007/978-3-319-07308-8_60
DO - 10.1007/978-3-319-07308-8_60
M3 - Conference contribution
AN - SCOPUS:84903589725
SN - 9783319073071
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 630
EP - 642
BT - Cross-Cultural Design - 6th International Conference, CCD 2014, Held as Part of HCI International 2014, Proceedings
PB - Springer Verlag
Y2 - 22 June 2014 through 27 June 2014
ER -