Two is Better than One: Cultural Differences in the Number of Apologizing Robots in the U.S. and Japan

Abstract

Apology behavior design is becoming important for social robots that work in daily environments because of their widespread use. Robotics researchers have reported that multiple robots can effectively achieve more acceptance and trust in apology situations. Unfortunately, such effects have only been confirmed in a single country: Japan. Some studies investigated cultural differences in apologies between Japan and other cultures and reported how the former influences the perceived function and meaning of apologies. Therefore, we conducted a web-based survey to investigate whether using multiple robots in apology situations is effective in another country. We compared such perceived feelings as forgiveness and trust toward a robot’s apologies between Japan and the U.S. by using the visual stimuli of one and two robots. The experiment results showed that U.S. people felt that multiple robot apologies are more acceptable than apologies from just one robot, similar to results with Japanese participants. Perceived trust did show a different phenomenon between the two countries.