Examining the effects of malfunctioning personalized services on online users' distrust and behaviors
We use distrust as a mediator to study malfunctioning personalized services. Malfunctioning personalized services include irrelevant and biased recommendations. Irrelevant and biased recommendations increase integrity distrust in a personalization agent. Irrelevant and biased recommendations increase competence distrust in the agent. Competence, but not integrity, distrust reduces users' interactions with the agent.
malfunctioning integrity distrust competence distrust web personalization experiment