Testing the Efficacy of Human-Human Trust Repair Strategies with Machines

Trust is a critical component to both human-automation and human-human interactions. Interface manipulations, such as visual anthropomorphism and machine politeness, have been used to affect trust in automation. However, these design strategies are meant to primarily facilitate initial trust formation but have not been examined as a means to actively repair trust that has been violated by a system failure. Previous research has shown that trust in another party can be effectively repaired after a violation using various strategies, but there is little evidence substantiating such strategies in human-automation context. The current study will examine the effectiveness of trust repair strategies, derived from a human-human or human-organizational context, in human-automation interaction.