Building trust in hospitality and culture exchange travel sites: Lessons from heuristic evaluation of CouchSurfing

Yu-Hsiu Hung, Lian Fan Wu, Chia Chun Chen

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

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.

Original languageEnglish
Title of host publicationCross-Cultural Design - 6th International Conference, CCD 2014, Held as Part of HCI International 2014, Proceedings
PublisherSpringer Verlag
Pages630-642
Number of pages13
ISBN (Print)9783319073071
DOIs
Publication statusPublished - 2014 Jan 1
Event6th International Conference on Cross-Cultural Design, CCD 2014 - Held as Part of 16th International Conference on Human-Computer Interaction, HCI International 2014 - Heraklion, Crete, Greece
Duration: 2014 Jun 222014 Jun 27

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume8528 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Other

Other6th International Conference on Cross-Cultural Design, CCD 2014 - Held as Part of 16th International Conference on Human-Computer Interaction, HCI International 2014
CountryGreece
CityHeraklion, Crete
Period14-06-2214-06-27

All Science Journal Classification (ASJC) codes

  • Theoretical Computer Science
  • Computer Science(all)

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