Having The Right Attitude: How Attitude Impacts Trust Repair in Human-Robot Interaction
summary
Online experiment manipulates four repair messages (apology, denial, explanation, promise), plus no-error and no-repair controls, with errors at three equidistant time points. Results show overall trust, ability and integrity trust never fully recovers after repeated violations; effects emerge after the second violation; apologies explanations promises behave similarly while denials least effective at repairing trust. Analysis uses repeated-measures ANCOVA and frames differences via cognitive dissonance: some repairs reinforce expectations, others encourage attitude change.
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