Internet-Based Small Business Communication: Seven Australian Cases

the self-report questionnaire that faithfully reflects the emotional factors related to electronic commerce systems. The second study focused on determining the important graphic design factors from the customer’s perspective. The causal relations between the emotional factors and design factors were established in the third study, and verified in the final study. Results indicate that it is possible to manipulate the graphic design factors of the customer interface in order to induce a target emotion, such as trustworthiness. These results have important implication for the design and implementation of emotionally usable electronic commerce systems.