When Robots Say Sorry in High-Stake Environment: Emotional Connection Might Matter More Than Explanations

Robotic systems are rapidly expanding their operational domains, venturing into scenarios where they collaborate with humans to accomplish a diverse range of tasks from routine functions to high-risk undertakings. As HumanRobot Interaction (HRI) researchers strive to enhance the autonomous capabilities of robots in assisting humans with risky missions, fostering trust in these advanced systems becomes an indispensable prerequisite. Investigating the conditions that shape an individual's decision to trust or distrust a robot in high-risk, time-critical situations is a crucial step toward developing reliable and acceptable robotic assistants for emergency response. In this study, we explored the role of different types of apologies (explanatory, emotional, and no apology) in trust repair within high-risk environments. Our results indicate that emotional apologies demonstrate significant effects in restoring trust after violations, particularly in terms of trust propensity and trust repair. Lastly, we identify research implications and future directions for developing more effective apology structures in human-robot teaming.