Trust and Online Purchasing
http://infocentre.frontend.com/infocentre/articles/trustandonlinepurchasing.html

Farrell, Tom
Frontend Infocentre
2000

Abstract:

The success of web retailing depends to a large extent on gaining and maintaining the trust of users. 'User experience' certainly includes elements of usability, but it goes beyond this to encompass the entire customer interaction process. When focusing on the online experience, there are certain key recommendations for organisations seeking to improve user experience.