In Thy Recommendation We Trust: The Role of Message Framing and Consumption Motivation in Building Consumers’ Trust in the Recommender System Output
(A2024-119863)

AUTHORS

Ylan Wang, University of Amsterdam; Ivana Busljeta Banks, University of Amsterdam; Zeph van Berlo, University of Amsterdm

ABSTRACT

Recommender systems are becoming increasingly important for supporting consumer decision making. In this study, we aim to explore the impact of message framing and the motivation driving the (future) consumption of the product/service the recommendation is sought for on trust in the recommender system’s output. To test our hypotheses, we designed a 2 (Message framing: Authority vs. social-proof) x 2 (Consumption motivation: Utilitarian vs. hedonic) between-subjects experiment. The results show a main effect of consumption motivation on trust in the recommender system output. No statistical support was found for either the main effect of message framing or the interaction effect of message framing and consumption motivation on trust in the recommender system output.