Skip to main content
SpringerLink
Log in

An Analysis of Characteristics Affecting Trust Formation in Human Versus Machine Interactions from a Systematic Literature Review Perspective

  • Conference paper
  • First Online:
The Role of e-Business during the Time of Grand Challenges (WeB 2020)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 418))

Included in the following conference series:

  • 682 Accesses

Abstract

This study aims to identify characteristics affecting trust in human versus machine interactions through a systematic literature review (SLR) of articles about trust in machine/object. We perform a systematic literature search focusing on trust in humans and trust in machines, identify a total of 85 relevant studies, and find two sets of focal dimensions of trust in object/machine. The first set of dimensions are related to the trust in human characteristics such as benevolence, ability, the integrity of object/machine, and the second set of characteristics are related to trust in mechanical/machine characteristics like performance, integrity, purpose, and structural assurance/organizational factors. The results of SLR indicate the evolution of trust and the dynamic relationship between trustor and trustee in terms of the trustor’s disposition/culture, privacy and security. The study also discusses the dynamic trust relationship between trustor and trustee and how over trust and distrust impact the relationship between trustor and trustee.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Zak, P.: Trust factor: the science of creating high-performance companies. Amacom.com

    Google Scholar 

  2. Kramer, A.D., Guillory, J.E., Hancock, J.T.: Experimental evidence of massive-scale emotional contagion through social networks. Proc. Natl. Acad. Sci. 111(24), 8788–8790 (2014)

    Article  Google Scholar 

  3. Muir, B.M., Moray, N.: Trust in automation. Part II. Experimental studies of trust and human intervention in a process control simulation. Ergonomics 39(3), 429–460 (1996)

    Google Scholar 

  4. Robin, B.R.: Digital storytelling: a powerful technology tool for the 21st century classroom. Theory Pract. 47(3), 220–228 (2008)

    Article  Google Scholar 

  5. Yun, H., Lee, G., Kim, D.J.: A chronological review of empirical research on personal information privacy concerns: an analysis of contexts and research con- structs. Inf. Manage. 56(4), 570–601 (2019). https://doi.org/10.1016/j.im.2018.10.001

    Article  Google Scholar 

  6. Hsu, K.K.: Discussion on the live broadcast of social media and e-commerce (2019)

    Google Scholar 

  7. Angelopoulos, S., Brown, M., McAuley, D., Merali, Y., Mortier, R., Price, D.: Stewardship of personal data on social networking sites. Int. J. Inf. Manage. 56, 102208 (2020)

    Google Scholar 

  8. Bhattacharya, R., Devinney, T.M., Pillutla, M.M.: A formal model of trustbased on outcomes. Acad. Manag. Rev. 23(3), 459–472 (1998)

    Article  Google Scholar 

  9. Mayer, R.C., Davis, J.H., Schoorman, F.D.: An integrative model of organizational trust. Acad. Manag. Rev. 20(3), 709–734 (1995)

    Article  Google Scholar 

  10. Ross, W., LaCroix, J.: Multiple meanings of trust in negotiation theory and research: a literature review and integrative model. Int. J. Confl. Manag. 7 (1996)

    Google Scholar 

  11. Rotter, J.B.: A new scale for the measurement of interpersonal trust. J. Pers. 35, 651–665 (1967)

    Google Scholar 

  12. Tung, F.C., Chang, S.C., Chou, C.M.: An extension of trust and TAM model with IDT in the adoption of the electronic logistics information system in HIS in the medical industry. Int. J. Med. Informatics 77(5), 324–335 (2008)

    Article  Google Scholar 

  13. Rousseau, D.M., Sitkin, S.B., Burt, R.S., Camerer, C.: Not so different at all: a cross disziplinary view of trust. Acad. Manag. Rev. 23(3), 393–404 (1998)

    Article  Google Scholar 

  14. Ssllner, M., Pavlou, P.A., Leimeister, J.M.: Understanding trust in IT artifacts a new conceptual approach. SSRN Electron. J. (2013). https://doi.org/10.2139/ssrn.2475382

    Article  Google Scholar 

  15. Lee, J.D., See, K.A.: Trust in automation: designing for appropriate reliance. Hum. Fact. J. Hum. Fact. Ergon. Soc. 46(1), 50–80 (2004). https://doi.org/10.1518/hfes.46.1.50.30392

    Article  MathSciNet  Google Scholar 

  16. McKnight, D.H., Choudhury, V., Kacmar, C.: Developing and validating trust measures for e-commerce: an integrative typology. Inf. Syst. Res. 13(3), 334–359 (2002)

    Article  Google Scholar 

  17. Hoff, K.A., Bashir, M.: Trust in automation: integrating empirical evidence on factors that influence trust. Hum. Factors 57(3), 407–434 (2015)

    Article  Google Scholar 

  18. Nass, C., Moon, Y., Carney, P.: Are people polite to computers? Responses to computer-based interviewing systems 1. J. Appl. Soc. Psychol. 29(5), 1093–1109 (1999)

    Article  Google Scholar 

  19. Nass, C., Steuer, J., Tauber, E.R.: Computers are social actors. In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, pp. 72–78, April 1994

    Google Scholar 

  20. Riedl, R., Hubert, M., Kenning, P.: Are there neural gender differences in online trust? An fMRI study on the perceived trustworthiness of eBay offers. MIS Q. 34(2), 397–428 (2010)

    Article  Google Scholar 

  21. Dzindolet, M.T., Peterson, S.A., Pomranky, R.A., Pierce, L.G., Beck, H.P.: The role of trust in automation reliance. Int. J. Hum. Comput. Stud. 58(6), 697–718 (2003)

    Article  Google Scholar 

  22. Doney, P.M., Cannon, J.P., Mullen, M.R.: Understanding the influence of national culture on the development of trust. Acad. Manag. Rev. 23(3), 601–620 (1998)

    Article  Google Scholar 

  23. Lewis, J.D., Weigert, A.J.: Social atomism, holism, and trust. Sociol. Q. 26(4), 455–471 (1985)

    Article  Google Scholar 

  24. Singh, J., Sirdeshmukh, D.: Agency and trust mechanisms in consumer satisfaction and loyalty judgments. J. Acad. Mark. Sci. 28(1), 150–167 (2000)

    Article  Google Scholar 

  25. Lee, J., Moray, N.: Trust, control strategies and allocation of function in human-machine systems. Ergonomics 35(10), 1243–1270 (1992)

    Article  Google Scholar 

  26. Moher, D., Liberati, A., Tetzlaff, J., Altman, D.G., Prisma Group: Preferred reporting items for systematic reviews and meta-analyses: the PRISMA statement. PLoS Med. 6(7), e1000097 (2009)

    Google Scholar 

  27. Lui, A., Lamb, G.W.: Artificial intelligence and augmented intelligence collaboration: regaining trust and confidence in the financial sector. Inf. Commun. Technol. Law 27(3), 267–283 (2018)

    Article  Google Scholar 

  28. Lesher, J.H.: Xenophanes of Kolophon. The Encyclopedia of Ancient History, pp. 1–2 (2013)

    Google Scholar 

  29. Hancock, P.A., Billings, D.R., Schaefer, K.E., Chen, J.Y., De Visser, E.J., Parasuraman, R.: A meta-analysis of factors affecting trust in human-robot interaction. Hum. Factors 53(5), 517–527 (2011)

    Article  Google Scholar 

  30. Lee, J., Park, D.H., Han, I.: The different effects of online consumer reviews on consumers’ purchase intentions depending on trust in online shopping malls: an advertising perspective. Internet research (2011)

    Google Scholar 

  31. Vogiatzis, D., Karkaletsis, V.: A cognitive framework for robot guides in art collections. Univ. Access Inf. Soc. 10(2), 179–193 (2011)

    Article  Google Scholar 

  32. Lankton, N.K., McKnight, D.H.: What does it mean to trust facebook? Examining technology and interpersonal trust beliefs. ACM SIGMIS Database DATABASE Adv. Inf. Syst. 42(2), 32–54 (2011)

    Article  Google Scholar 

  33. Wang, S.W., Ngamsiriudom, W., Hsieh, C.H.: Trust disposition, trust antecedents, trust, and behavioral intention. Serv. Ind. J. 35(10), 555–572 (2015)

    Article  Google Scholar 

  34. Dawar, N., Parker, P.M., Price, L.J.: A cross-cultural study of interper-sonal information exchange. J. Int. Bus. Stud. 27(3), 497–516 (1996)

    Article  Google Scholar 

  35. Wang, Y., Humphrey, L.R., Liao, Z., Zheng, H.: Trust-based multi-robot symbolic motion planning with a human-in-the-loop. ACM Trans. Interactive Intell. Syst. (TiiS) 8(4), 1–33 (2018)

    Article  Google Scholar 

  36. Yang, X.J., Unhelkar, V.V., Li, K., Shah, J.A.: Evaluating effects of user experience and system transparency on trust in automation. In: 2017 12th ACM/IEEE International Conference on Human-Robot Interaction HRI, pp. 408– 416. IEEE, March 2017

    Google Scholar 

  37. Inagaki, T., Itoh, M.: Humans over trust in and overreliance on advanced driver assistance systems: a theoretical framework. Int. J. Veh. Technol. 2013 (2013)

    Google Scholar 

  38. Dong, X.L., Srivastava, D.: Big data integration. Synth. Lect. Data Manage. 7(1), 1–198 (2015)

    Article  Google Scholar 

  39. Baker, A.L., Phillips, E.K., Ullman, D., Keebler, J.R.: Toward an understanding of trust repair in human-robot interaction: current research and future directions. ACM Trans. Inter. Intell. Syst. (TiiS) 8(4), 1–30 (2018)

    Article  Google Scholar 

  40. Roy, S.K., Kesharwani, A., Bisht, S.S.: The impact of trust and perceived risk on internet banking adoption in India. Int. J. Bank Market. (2012)

    Google Scholar 

  41. Aroyo, A.M., Rea, F., Sandini, G., Sciutti, A.: Trust and social engineering in human robot interaction: will a robot make you disclose sensitive information, conform to its recommendations or gamble? IEEE Robot. Autom. Lett. 3(4), 3701–3708 (2018)

    Article  Google Scholar 

  42. Ekman, F., Johansson, M., Sochor, J.: Creating appropriate trust in automated vehicle systems: a framework for HMI design. IEEE Trans. Hum. Mach. Syst. 48(1), 95–101 (2017)

    Article  Google Scholar 

  43. Schmidt, P., Biessmann, F., Teubner, T.: Transparency and trust in artificial intelligence systems. J. Decis. Syst. 29, 1–19 (2020)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University of North Texas, Denton, TX, 76203, USA

    M A Shariful Amin & Dan J. Kim

Authors
  1. M A Shariful Amin
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Dan J. Kim
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding authors

Correspondence to M A Shariful Amin or Dan J. Kim .

Editor information

Editors and Affiliations

  1. University of Illinois Urbana-Champaign, Champaign, IL, USA

    Aravinda Garimella

  2. University of Hawaii at Manoa, Honolulu, HI, USA

    Prasanna Karhade

  3. Indian School of Business, Hyderabad, India

    Abhishek Kathuria

  4. Arizona State University, Tempe, AZ, USA

    Xiao Liu

  5. Bentley University, Waltham, MA, USA

    Jennifer Xu

  6. University of North Carolina at Charlotte, Charlotte, NC, USA

    Kexin Zhao

Rights and permissions

Reprints and permissions

Copyright information

© 2021 Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Amin, M.A.S., Kim, D.J. (2021). An Analysis of Characteristics Affecting Trust Formation in Human Versus Machine Interactions from a Systematic Literature Review Perspective. In: Garimella, A., Karhade, P., Kathuria, A., Liu, X., Xu, J., Zhao, K. (eds) The Role of e-Business during the Time of Grand Challenges. WeB 2020. Lecture Notes in Business Information Processing, vol 418. Springer, Cham. https://doi.org/10.1007/978-3-030-79454-5_12

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-79454-5_12

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-79453-8

  • Online ISBN: 978-3-030-79454-5

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation