Visible to the public “I Don't Believe You”: Investigating the Effects of Robot Trust Violation and Repair

Title“I Don't Believe You”: Investigating the Effects of Robot Trust Violation and Repair
Publication TypeConference Paper
Year of Publication2019
AuthorsSebo, S. S., Krishnamurthi, P., Scassellati, B.
Conference Name2019 14th ACM/IEEE International Conference on Human-Robot Interaction (HRI)
Date PublishedMarch 2019
PublisherIEEE
ISBN Number978-1-5386-8555-6
KeywordsAerospace electronics, competitive game, finance, game theory, Games, Human Behavior, human factors, human-robot interaction, human-to-robot promises, maintenance engineering, pubcrawl, resilience, Resiliency, robot repair, Robot Trust, robot trust violation, robots, robust trust, Solar system, Trust, Trust Repair, trust repair strategy choice, trust violation framing
Abstract

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 2x2 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.

URLhttps://ieeexplore.ieee.org/document/8673169
DOI10.1109/HRI.2019.8673169
Citation Keysebo_i_2019