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Three Strikes and You are Out!: The Impacts of Multiple Human-Robot Trust Violations and Repairs on Robot Trustworthiness

dc.contributor.authorEsterwood, Connor
dc.contributor.authorRobert, Lionel Jr
dc.identifier.citationEsterwood, C. and Robert, L. P. (2023). Three Strikes and You are Out!: The Impacts of Multiple Human-Robot Trust Violations and Repairs on Robot Trustworthiness, Computers in Human Behavior, forthcoming.en_US
dc.description.abstractRobots like human co-workers can make mistakes violating a human’s trust in them. When mistakes happen, humans can see robots as less trustworthy which ultimately decreases their trust in them. Trust repair strategies can be employed to mitigate the negative impacts of these trust violations. Yet, it is not clear whether such strategies can fully repair trust or how effective they are after repeated trust violations. To address these shortcomings, this study examined the impact of four distinct trust repair strategies: apologies, denials, explanations, and promises on overall trustworthiness and its sub-dimensions: ability, benevolence, and integrity after repeated trust violations. To accomplish this, a between-subjects experiment was conducted where participants worked with a robot co-worker to accomplish a task. The robot violated the participant’s trust and then provided a particular repair strategy. Results indicated that after repeated trust violations, none of the repair strategies ever fully repaired trustworthiness and two of its sub-dimensions: ability and integrity. In addition, after repeated interactions, apologies, explanations, and promises appeared to function similarly to one another, while denials were consistently the least effective at repairing trustworthiness and its sub-dimensions. In sum, this paper contributes to the literature on human—robot trust repair through both of these original findings.en_US
dc.description.sponsorshipUniversity of Michiganen_US
dc.description.sponsorshipEmerging Technologies Group (DMC)en_US
dc.publisherComputers in Human Behavioren_US
dc.subjectHuman–Robot Interactionen_US
dc.subjectTrust Repairen_US
dc.subjectRobot Error Recoveryen_US
dc.subjectrobot trustworthinessen_US
dc.subjectRobot benevolenceen_US
dc.subjectRobot Integrityen_US
dc.subjectRobot abilityen_US
dc.subjectrobot trust repairen_US
dc.subjecthuman-robot trust repairen_US
dc.subjecthuman robot teamingen_US
dc.subjecthuman robot collaborationen_US
dc.subjectrobot co-workeren_US
dc.subjectrobot apologiesen_US
dc.subjectrobot explanationsen_US
dc.subjectrobot promisesen_US
dc.subjectrobot denialsen_US
dc.subjectWarehouse Robot Interaction Simulatoren_US
dc.subjectArtificial Intelligence Trust Repairen_US
dc.subjectArtificial Intelligence apologiesen_US
dc.subjectArtificial Intelligence explanationsen_US
dc.subjectArtificial Intelligence Promisesen_US
dc.subjectArtificial Intelligence Denialsen_US
dc.subjectArtificial Intelligence Trustworthinessen_US
dc.titleThree Strikes and You are Out!: The Impacts of Multiple Human-Robot Trust Violations and Repairs on Robot Trustworthinessen_US
dc.subject.hlbsecondlevelInformation Science
dc.subject.hlbtoplevelSocial Sciences
dc.description.peerreviewedPeer Revieweden_US
dc.contributor.affiliationumInformation, School ofen_US
dc.contributor.affiliationumRobotics Instituteen_US
dc.contributor.affiliationumRobotics Departmenten_US
dc.contributor.affiliationumcampusAnn Arboren_US
dc.description.bitstreamurl and Robert 2023 (CHB).pdf
dc.identifier.sourceComputers in Human Behavioren_US
dc.description.filedescriptionDescription of Esterwood and Robert 2023 (CHB).pdf : Preprint
dc.description.depositorSELFen_US, Lionel P.; 0000-0002-1410-2601en_US, Connor; 0000-0002-2685-6435en_US
dc.owningcollnameInformation, School of (SI)

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