Apologies repair children’s trust: The mediating role of emotions

Ma, Fengling; Wylie, Breanne E.; Xiuzhi, Luo; He, Zhenfen; Xu, Fu-Liu; Evans, Angela

doi:10.1016/j.jecp.2018.05.008

Cited by 10 publications

(8 citation statements)

References 48 publications

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“…However, from this single observation, it appears that a kind of awareness of what went wrong and may have caused a loss of trust could repair an interaction in the long-term. In fact, recent research suggests that interactive behavior such as apologies can repair trust in older children [31]-an emotional ability and strategy that has recently been considered when designing robots [32] and could be a quite straightforward feature in dialogue designs.…”

Section: Institution As a Sheltermentioning

confidence: 99%

Ethical Considerations of Applying Robots in Kindergarten Settings: Towards an Approach from a Macroperspective

Tolksdorf

Siebert

Zorn

et al. 2020

Int J of Soc Robotics

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In child-robot interaction (cHRI) research, many studies pursue the goal to develop interactive systems that can be applied in everyday settings. For early education, increasingly, the setting of a kindergarten is targeted. However, when cHRI and research are brought into a kindergarten, a range of ethical and related procedural aspects have to be considered and dealt with. While ethical models elaborated within other human-robot interaction settings, e.g., assisted living contexts, can provide some important indicators for relevant issues, we argue that it is important to start developing a systematic approach to identify and tackle those ethical issues which rise with cHRI in kindergarten settings on a more global level and address the impact of the technology from a macroperspective beyond the effects on the individual. Based on our experience in conducting studies with children in general and pedagogical considerations on the role of the institution of kindergarten in specific, in this paper, we enfold some relevant aspects that have barely been addressed in an explicit way in current cHRI research. Four areas are analyzed and key ethical issues are identified in each area: (1) the institutional setting of a kindergarten, (2) children as a vulnerable group, (3) the caregivers' role, and (4) pedagogical concepts. With our considerations, we aim at (i) broadening the methodology of the current studies within the area of cHRI, (ii) revalidate it based on our comprehensive empirical experience with research in kindergarten settings, both laboratory and real-world contexts, and (iii) provide a framework for the development of a more systematic approach to address the ethical issues in cHRI research within kindergarten settings.

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Section: Institution As a Sheltermentioning

confidence: 99%

Ethical Considerations of Applying Robots in Kindergarten Settings: Towards an Approach from a Macroperspective

Tolksdorf

Siebert

Zorn

et al. 2020

Int J of Soc Robotics

View full text Add to dashboard Cite

show abstract

“…It plays a particularly important role in organizational trust repair, given the relative un-observability of companies' behavior (Fuoli et al, 2017). Recent studies have focused primarily on the role of apologies (Bagdasarov, Connelly, & Johnson, 2019;Ma et al, 2018). Apology and denial are two of the most fundamental and common strategies for remedying verbal trust repair strategies ( (Kim H. et al, 2004).…”

Section: Repairing Trustmentioning

confidence: 99%

“…An apology signifies redemption (Schniter et al, 2013); it means the company, individual or group have learned their lesson and are dedicated in the future to avoid similar violations. It can help to alleviate the frustration of people and change their attitudes in a more positive direction (Ma et al, 2018). A number of experimental studies on the comparative effectiveness of different crisis response strategies, including apology and justification, have been conducted in crisis communication research.…”

Section: Apologymentioning

confidence: 99%

“…In his theory the perception of a negative outcome leads to a general emotional reaction of displeasure, which causes the individual to identify the outcome's cause . Negative emotions such as the harmed individual's disappointment, frustration, anger and outrage following a violation were well documented (Ma et al, 2018). However, individuals do not experience the full range of these emotions when considering the feelings of others who have had their trust violated (Kramer et al, 2012).…”

Section: Apologymentioning

confidence: 99%

“…Organizational Trust Trust research spans a broad range of academic fields due to the vital role that trust plays in society. Trust is a broad and complex, multidimensional construct, and always originates from individuals, the target of trust maybe either another person (Ma et al, 2018;, technological artifacts (Chopra & Wallace, 2003;Nickel, Franssen, & Kroes, 2010), or organizations (Peter H Kim, Kurt T Dirks, & Cecily Cooper, 2009). This makes it notoriously complex to define (Stewgee, 2015) making it difficult to operationalize, measure, and interpret (Simpson, 2007).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Repairing Individual Trust in Organizational Setting: The Mediating and Moderating Role of Benevolence and Competence Based

2019

JMCR

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Introduction: Trust is a social construct that is present in the day-today routine of humans negative events such as product failure, revelations of corrupt practices, and unfulfilled promises could distort trusting relationships, develop negative future expectations, and in due course lead to trust violations. To maintain or restore the resultant loss of trust, organizations must examine and understand how trust was violated in the first place since different means of damaged trust are likely to require different reparative responses. Objectives: This study investigates how individual trust is repaired in an organization using apology and justification as means of repairing competence-based and benevolence-based trust violations. Study Design: Using a medical practitioner working in a private medical foundation called Save the Child Foundation, this research adopts a quantitative survey methodology using self-administered questionnaires to collect data from 304 patients and workers from a fictitious medical hospital in Cameroon. Hypothesis testing was carried out using structural equation modeling and regression analyses. Results: Through a scenario questionnaire survey, the study provided support for all of the hypotheses. Hypotheses 1 and 3 focused on the strategies of repairing trust. The result shows that benevolence had a mediating effect on apology, justification and trust repair. With the help of benevolence, medical organizations can easily accept to re-engage with individuals' doctors (John Benson) after trust violation. This shows that apology and justification are a good combination factor that can be used for repairing individual trust in organizations. More also, this study shows that the verification of Hypotheses 2 and 4 confirmed that competence-based trust had an important moderating effect on the positive relationship between benevolence-based trust and trust repair. In this case, competence could be regarded as a determining factor of repairing trust that has been violated.

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Effect of Different Listening Behaviors of Social Robots on Perceived Trust in Human-robot Interactions

Anzabi

Umemuro

2023

Int J of Soc Robotics

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With the increased use of social robots in prominence and beyond functional performance, they are expected to foster trust and confidence in people. Various factors involve providing social robots with more trustworthy behavior. This study investigated whether the listening behavior of a social robot can affect the perception of being trustworthy in human–robot interaction. Therefore, we designed four different listening behaviors, including nonactive listening, active listening, active empathic listening, and verbal-only empathic listening, for a social robot and evaluated the impact of each behavior on the participants’ likelihood of trusting the robot, using a between-subject design. Participants in the four conditions conversed with a robot that simulated one of the listening behaviors, and their general, cognitive and affective trust toward the robot was measured. The results indicated that active empathic listening behavior provided the participants with the highest impression of trustworthiness, specifically in affective trust. Both active listening and active empathic listening were evaluated higher than nonactive listening in general, affective, and cognitive trust. However, active empathic listening behavior was differentiated from active listening behavior only in terms of affective trust. For verbal and nonverbal dimensions of listening behaviors, it was confirmed that nonverbal behaviors such as nodding, body movement, and eye gaze along with verbal behaviors, had a significant effect in eliciting higher affective trust in human-robot interaction. Consequently, we concluded that designing social robots with active (empathic) listening behavior can enhance trust perception in human-robot interaction in different fields such as education, healthcare, and business.

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Apologies repair children’s trust: The mediating role of emotions

Cited by 10 publications

References 48 publications

Ethical Considerations of Applying Robots in Kindergarten Settings: Towards an Approach from a Macroperspective

Ethical Considerations of Applying Robots in Kindergarten Settings: Towards an Approach from a Macroperspective

Repairing Individual Trust in Organizational Setting: The Mediating and Moderating Role of Benevolence and Competence Based

Effect of Different Listening Behaviors of Social Robots on Perceived Trust in Human-robot Interactions

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