论文标题
是什么使道歉更有效？探索人类自动化信任修复中的拟人化，个体差异和情感
What Makes An Apology More Effective? Exploring Anthropomorphism, Individual Differences, And Emotion In Human-Automation Trust Repair
论文作者
论文摘要
技术的最新进展使自动化系统比以往任何时候都更加积极地识别其错误并修复信任。尽管以前的研究要求进一步研究不同的人为因素和设计特征，但它们对人体自动化信任修复方案的影响仍然未知，尤其是关于情绪的影响。本文旨在通过研究拟人化，用户的个体差异以及对人类自动化信任维修的情感反应的影响来填补此类空白。我们的实验操纵了各种类型的信任违规和道歉信息，并具有不同的情感表达性拟人化线索。尽管没有发现不同道歉表示的显着影响，但我们的参与者对拟人化提示表现出了两极分化的态度。我们还发现（1）。某些人格特征（例如开放性和尽责性）与道歉信息的有效性有负相关，并且（2）。一个人对违反信托的情感反应与道歉信息的有效性正相关。
Recent advances in technology have allowed an automation system to recognize its errors and repair trust more actively than ever. While previous research has called for further studies of different human factors and design features, their effect on human-automation trust repair scenarios remains unknown, especially concerning emotions. This paper seeks to fill such gaps by investigating the impact of anthropomorphism, users' individual differences, and emotional responses on human-automation trust repair. Our experiment manipulated various types of trust violations and apology messages with different emotionally expressive anthropomorphic cues. While no significant effect from the different apology representations was found, our participants displayed polarizing attitudes toward the anthropomorphic cues. We also found that (1). some personality traits, such as openness and conscientiousness, negatively correlate with the effectiveness of the apology messages, and (2). a person's emotional response toward a trust violation positively correlates with the effectiveness of the apology messages.
