Emotions and Digital Government Services

This research explores how emotions elicited by videos influence public trust in and adoption of digital government services. By manipulating viewers' emotional states with positive, negative, and neutral video content, the study examines the impact of these emotions on perceptions of data security, service reliability, and user experience. Preliminary findings reveal a significant negative correlation between negative emotions and trust in digital government, while positive emotions show a strong link to increased willingness to share personal data and trust in service providers. The study aims to understand the critical role emotions play in the design and effectiveness of digital government initiatives, ultimately informing the development and presentation of these services to enhance citizen engagement. Income is also being explored as a potential moderating factor in emotional responses.