"Sorry, it was my fault": Repairing trust in human-robot interactions. Issue 175 (July 2023)

• Record Type: Journal Article
• Authors: Zhang, Xinyi; Lee, Sun Kyong; Kim, Whani; Hahn, Sowon
• Is Part Of: International journal of human-computer studies. Issue 175(2023)
• Publication Date: 2023-07
• Subjects: Human-robot interactions -- Technical failures -- Trust repair -- Human-robot trust; Human-machine systems -- Periodicals; Systems engineering -- Periodicals; Human engineering -- Periodicals; Human engineering; Human-machine systems; Systems engineering; Periodicals; Electronic journals; 004.019
• DOI: 10.1016/j.ijhcs.2023.103031
• Languages: English
• ISSNs: 1071-5819

Abstract

Highlights: Different types of competence-based failures do not impact trust differently on a significant level. Semantic and syntax failures are perceived as competence-based trust violations. Internal-attribution apology outperforms denial but not external-attribution apology. Denial is more harmful than no repair attempts for competence-based trust violations. Abstract: The current study develops a three-fold categorization (i.e., logic, semantic, and syntax failures) for technical failures that are commonly observed in human-robot interactions (HRI), and investigates it along with four trust repair strategies: internal-attribution apology, external-attribution apology, denial, and no repair. The 743 observations conducted through an online experiment reveal some nuances in participants' perceprions of competence- and integrity-based trust violations, which may reflect ontological differences between humans and machines. The analysis also shows significant main effects of failure types and repair methods on HRI-based trust.