'Sorry' Says the Robot

Abstract

This research investigates how six different trust repair strategies (apologies, explanations and denial) of a robot packing lunch bags affect trust after an error and how user dispositions predict trust in the repair strategies. In an online experiment, the perceived trustworthiness was assessed in a within-subjects design (N = 604) in which all strategies were evaluated in direct comparison. Higher trustworthiness of an apology (vs. no apology) and of a technical explanation for an error (vs. an empty and an anthropomorphic explanation) was found. In line with theoretical considerations, user personality was found to be associated with trust in specific strategies. A higher tendency to anthropomorphize technology was associated with higher trust in an anthropomorphic explanation and technological affinity was associated with a higher trust in the technical explanation. Taken together, personalization of trust repair strategies is a promising direction for individualized design to foster trustworthy human-robot interaction.