Empathy and online interpersonal trust: A fragile relationship

Abstract. The rapid growth of personal email communication, instant messaging and online communities has brought attention to the important role of interpersonal trust in online communication. An empirical study was conducted focusing on the effect of empathy on online interpersonal trust in textual IM. To be more specific, the relationship between empathic accuracy, response type and online interpersonal trust was investigated. The result suggests both empathic accuracy and response type have significant influence on online interpersonal trust. The interaction between empathic accuracy and response type also significantly influences online trust. Interestingly, the results imply a relationship between daily trust attitude and online interpersonal trust. People who are more trusting in their daily life may experience more difficulty in developing trust online. There is also some evidence to suggest that different communication scenarios may have an influence on online trust.

• Type: Journal
• Year: 2004
• Where: BEHAVIOURIT
• Authors: Jinjuan Feng, Jonathan Lazar, Jenny Preece
• Keywords: BEHAVIOURIT 2004, Empathic Accuracy, Interpersonal Trust, Online Interpersonal Trust