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PurposeMost theory and empirical research on the impact of e‐government on citizens' trust in government remains at the macro‐level and misses out on the complexities of the interaction between e‐services and citizens' trust in government. The purpose of this paper is to provide a deeper understanding of this complexity.Design/methodology/approachThe research strategy is a comparative case study of two e‐services in Chile: a tax administration and an e‐procurement system. Data were collected from a variety of users (citizens and business owners) and public sector employees in the Araucania Region in Chile.FindingsWithin e‐services, the most easily perceived and influential trustworthiness cues are those outcomes that directly impact the citizen. These cues shape citizens' resultant interpretations of and trust in the public sector agency. Furthermore, the direction of this influence is mediated by individuals' particular circumstances and value positions. Key to understanding the process of building and destroying trust is the identification of the value conflicts that can emerge from e‐service implementations and how they align with citizens' values.Research limitations/implicationsThe research conclusions are potentially an artefact of the financial nature of the e‐service transactions and the cultural uniqueness of Chileans.Originality/valueThe paper presents an original integrated conception of trust and institutional trust as well as a comparative analysis of citizens' perceptions and interpretations of "successful" e‐services.

PurposeThis paper aims to determine how trust and perceptions shape uses of information and communication technologies (ICTs) in public access venues (libraries, telecentres, and cybercafés) in 25 developing countries around the world.Design/methodology/approachAs part of a global study conducted by the Technology & Social Change Group at the University of Washington, local research teams conducted surveys, site visits, and interviews of over 25,000 respondents in different types of public access venues in the selected countries, using a shared research design and analytical framework.FindingsThe use of public access venues is shaped by the following trust factors: safety concerns, relevance of the information, reputation of the institution, and users' perceptions of how "cool" these venues are. While libraries tend to be trusted as most reputable, telecentres tend to be trusted as most relevant to meet local needs, and cybercafés tend to be perceived as most "cool".Research limitations/implicationsThe paper is limited by its descriptive and not predictive nature, and is not based on a statistically representative sample of the population.Practical implicationsThe insight presented in this paper can help inform policy decisions about public access initiatives, and inform future research to better understand the causes and consequences of trust in public access ICT. Understanding these perceptions helps gain a more nuanced understanding of the way services are provided in venues that offer public access to ICT.Originality/valueThis paper is novel as it covers public access to ICT in 25 developing countries across different types of venues, using a shared design and methodological approach. A study of this magnitude has never been done before. The findings provide valuable insight into understanding how people trust different types of public access ICT venues.