Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust

Trust (integrity, benevolence, and ability) is the central dimension of e-commerce systems adoption. Based on customer self-service systems and human-computer interaction logics, affective variables are important research issues to fully understand the relationship between information systems development and e-trust. In this paper, the effects of the perceived Web quality with service contents on e-trust, mediated by the website user's affective variables (enjoyment and anxiety), are tested and discussed (n=325). Flow, social contract, social cognitive, resource allocation, and trust theories are discussed in the paper to support the proposed hypotheses. Theoretical and practical implications of these findings are also discussed. (c) 2007 Elsevier B.V. All rights reserved.