Biblio

Robot co-workers, like human co-workers, make mistakes that undermine trust. Yet, trust is just as important in promoting human-robot collaboration as it is in promoting human-human collaboration. In addition, individuals can signif-icantly differ in their attitudes toward robots, which can also impact or hinder their trust in robots. To better understand how individual attitude can influence trust repair strategies, we propose a theoretical model that draws from the theory of cognitive dissonance. To empirically verify this model, we conducted a between-subjects experiment with 100 participants assigned to one of four repair strategies (apologies, denials, explanations, or promises) over three trust violations. Individual attitudes did moderate the efficacy of repair strategies and this effect differed over successive trust violations. Specifically, repair strategies were most effective relative to individual attitude during the second of the three trust violations, and promises were the trust repair strategy most impacted by an individual's attitude.

The current study explored the influence of trust and distrust behaviors on performance, process, and purpose (trustworthiness) perceptions over time when participants were paired with a robot partner. We examined the changes in trustworthiness perceptions after trust violations and trust repair after those violations. Results indicated performance, process, and purpose perceptions were all affected by trust violations, but perceptions of process and purpose decreased more than performance following a distrust behavior. Similarly, trust repair was achieved in performance perceptions, but trust repair in perceived process and purpose was absent. When a trust violation occurred, process and purpose perceptions deteriorated and failed to recover from the violation. In addition, the trust violation resulted in untrustworthy perceptions of the robot. In contrast, trust violations decreased partner performance perceptions, and subsequent trust behaviors resulted in a trust repair. These findings suggest that people are more sensitive to distrust behaviors in their perceptions of process and purpose than they are in performance perceptions.

When a robot breaks a person's trust by making a mistake or failing, continued interaction will depend heavily on how the robot repairs the trust that was broken. Prior work in psychology has demonstrated that both the trust violation framing and the trust repair strategy influence how effectively trust can be restored. We investigate trust repair between a human and a robot in the context of a competitive game, where a robot tries to restore a human's trust after a broken promise, using either a competence or integrity trust violation framing and either an apology or denial trust repair strategy. Results from a 2×2 between-subjects study ( n=82) show that participants interacting with a robot employing the integrity trust violation framing and the denial trust repair strategy are significantly more likely to exhibit behavioral retaliation toward the robot. In the Dyadic Trust Scale survey, an interaction between trust violation framing and trust repair strategy was observed. Our results demonstrate the importance of considering both trust violation framing and trust repair strategy choice when designing robots to repair trust. We also discuss the influence of human-to-robot promises and ethical considerations when framing and repairing trust between a human and robot.