Skip to main content
SpringerLink
Log in
Book cover

International Conference on Human-Computer Interaction

HCII 2022: Cross-Cultural Design. Product and Service Design, Mobility and Automotive Design, Cities, Urban Areas, and Intelligent Environments Design pp 154–166Cite as

Comfort or Promise? Investigating the Effect of Trust Repair Strategies of Intelligent Vehicle System on Trust and Intention to Use from a Perspective of Social Cognition

  • Conference paper
  • First Online:

  • 1473 Accesses

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 13314))

Abstract

The trust issue between intelligent system and humans is faced with more complex challenges. As the intelligent systems are gaining more autonomy, new modes and frameworks are required to investigate human-computer interaction in the days to come. This article aims to explore the trust repair strategies of intelligent vehicle system after a traffic accident from the perspective of social cognition, specifically, by comparing the impact of different trust repair strategies including admission and denial, comfort and promise, on the participants’ perceived warmth, perceived competence, trust and intention to use. An online research based on video material with 432 participates in total was conducted. As indicated by the results, trust repair strategies had a significant impact on the perception and attitudes of users. Comforting and apologizing after the accident increased the perceived warmth of participants on the vehicle system. More importantly, their trust and intention to use were supported. Promising to avoid the accident in the future increased the perceived competence, which supported users’ intention to use it indirectly. The trust repair strategy of intelligent vehicle system based on the social cognition theory has a significant influence on the cognition and attitudes of users, which provides not only a new perspective for the relevant practitioners in the field of human-computer interaction but also direct reference for the design of personified and anthropomorphic vehicle system agent.

This is a preview of subscription content, 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   89.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD   119.99
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

Learn about institutional subscriptions

References

  1. Xu, W.: From automation to autonomy and autonomous vehicles: challenges and opportunities for human-computer interaction. Interactions 28(1), 48–53 (2020)

    Article  Google Scholar 

  2. Lee, J.D., See, K.A.: Trust in automation: designing for appropriate reliance. Hum. Factors 46(1), 50–80 (2004)

    Article  MathSciNet  Google Scholar 

  3. Kim, P.H., Donald, L.F., Cecily, D., Kurt, T.D.: Removing the shadow of suspicion: the effects of apology versus denial for repairing competence-versus integrity-based trust violations. J. Appl. Psychol. 89(1), 104 (2004)

    Article  Google Scholar 

  4. Edwards, C., Edwards, A., Stoll, B., Lin, X., Massey, N.: Evaluations of an artificial intelligence instructor’s voice: social identity theory in human-robot interactions. Comput. Hum. Behav. 90, 357–362 (2019)

    Article  Google Scholar 

  5. Kohn, S.C., Quinn, D., Pak, R., de Visser, E.J., Shaw, T.H.: Trust repair strategies with self-driving vehicles: an exploratory study. In: Proceedings of the Human Factors and Ergonomics Society Annual Meeting, pp. 1108–1112. SAGE Publications, Los Angeles (2018)

    Google Scholar 

  6. Snyder, C.R., Higgins, R.L.: Excuses: their effective role in the negotiation of reality. Psychol. Bull. 104(1), 23 (1988)

    Google Scholar 

  7. Riordan, C.A., Marlin, N.A., Kellogg, R.T.: The effectiveness of accounts following transgression. Soc. Psychol. Q. 213–219 (1983)

    Google Scholar 

  8. Fiske, S.T., Cuddy, A.J., Glick, P.: Universal dimensions of social cognition: warmth and competence. Trends Cogn. Sci. 11(2), 77–83 (2007)

    Google Scholar 

  9. Cameron, D., et al.: The effect of social-cognitive recovery strategies on likability, capability and trust in social robots. Comput. Hum. Behav. 114, 106561 (2021)

    Article  Google Scholar 

  10. Tan, H., Hao, Y., Sun, A., Guo, X., Guo, D.: A bibliometric analysis and social network analysis on ergonomics studies of emergency equipment. In: Stephanidis, C., Duffy, V.G., Streitz, N., Konomi, S., Krömker, H. (eds.) HCII 2020. LNCS, vol. 12429, pp. 568–583. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-59987-4_40

    Chapter  Google Scholar 

  11. Robinette, P., Li, W., Allen, R., Howard, A.M., Wagner, A.R.: Overtrust of robots in emergency evacuation scenarios. In: 11th ACM/IEEE International Conference on Human-Robot Interaction, pp. 101–108. IEEE, New York (2016)

    Google Scholar 

  12. Tomlinson, E.C., Mryer, R.C.: The role of causal attribution dimensions in trust repair. Acad. Manag. Rev. 34(1), 85–104 (2009)

    Article  Google Scholar 

  13. Kim, P.H., Dirks, K.T., Cooper, C.D., Ferrin, D.L.: When more blame is better than less: the implications of internal vs. external attributions for the repair of trust after a competence-vs. integrity-based trust violation. Organ. Behav. Hum. Decis. Process. 99(1), 49–65 (2006)

    Google Scholar 

  14. Panagiotopoulos, I., Dimitrakopoulos, G.: An empirical investigation on consumers’ intentions towards autonomous driving. Transp. Res. Part C Emerg. Technol. 95, 773–784 (2018)

    Google Scholar 

  15. Piçarra, N., Giger, J.C.: Predicting intention to work with social robots at anticipation stage: assessing the role of behavioral desire and anticipated emotions. Comput. Hum. Behav. 86, 129–146 (2018)

    Article  Google Scholar 

  16. Dautenhahn, K., et al.: How may I serve you? A robot companion approaching a seated person in a helping context. In: Proceedings of the 1st ACM SIGCHI/SIGART Conference on Human-Robot Interaction, pp. 172–179. ACM, New York (2006)

    Google Scholar 

  17. Bartneck, C., Croft, E., Kulic, D.: Measuring the anthropomorphism, animacy, likeability, perceived intelligence and perceived safety of robots. In: Proceedings of the 3rd ACM/IEEE International Conference on Human-Robot Interaction, pp. 37–44. ACM, New York (2008)

    Google Scholar 

  18. Jian, J.-Y., Bisantz, M., Colin, G.D.: Foundations for an empirically determined scale of trust in automated systems. Int. J. Cogn. Ergon. 4(1), 53–71 (2000)

    Google Scholar 

  19. Mubin, O., D’Arcy, T., Murtaza, G., Simoff, S., Stanton, C., Stevens, C.: Active or passive?: Investigating the impact of robot role in meetings. In: The 23rd IEEE International Symposium on Robot and Human Interactive Communication, pp. 580–585. IEEE, New York, August 2014

    Google Scholar 

  20. Złotowski, J., Yogeeswaran, K., Bartneck, C.: Can we control it? Autonomous robots threaten human identity, uniqueness, safety, and resources. Int. J. Hum. Comput. Stud. 100, 48–54 (2017)

    Article  Google Scholar 

  21. Robinette, P., Howard, A.M., Wagner, A.R.: Timing is key for robot trust repair. In: Tapus, A., André, E., Martin, JC., Ferland, F., Ammi, M. (eds.) ICSR 2015. LNCS, vol. 9388, pp. 574–583. Springer, Cham (2015). https://doi.org/10.1007/978-3-319-25554-5_57

  22. Adubor, O., St. John, R., Steinfeld, A.: Personal safety is more important than cost of damage during robot failure. In: Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction, p. 403. ACM, New York (2017)

    Google Scholar 

  23. Rosenberg, S., Nelson, C., Vivekananthan, P.S.: A multidimensional approach to the structure of personality impressions. J. Pers. Soc. Psychol. 9(4), 283 (1968)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. School of Design, Hunan University, Changsha, China

    Yushun Feng

  2. State Key Laboratory of Advanced Design and Manufacturing for Vehicle Body, Hunan University, Changsha, China

    Hao Tan

Authors
  1. Yushun Feng
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Hao Tan
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Hao Tan .

Editor information

Editors and Affiliations

  1. Tsinghua University, Beijing, China

    Pei-Luen Patrick Rau

Rights and permissions

Reprints and permissions

Copyright information

© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Feng, Y., Tan, H. (2022). Comfort or Promise? Investigating the Effect of Trust Repair Strategies of Intelligent Vehicle System on Trust and Intention to Use from a Perspective of Social Cognition. In: Rau, PL.P. (eds) Cross-Cultural Design. Product and Service Design, Mobility and Automotive Design, Cities, Urban Areas, and Intelligent Environments Design. HCII 2022. Lecture Notes in Computer Science, vol 13314. Springer, Cham. https://doi.org/10.1007/978-3-031-06053-3_11

Download citation

  • DOI: https://doi.org/10.1007/978-3-031-06053-3_11

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-06052-6

  • Online ISBN: 978-3-031-06053-3

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation