The effect of admitting fault versus shifting blame on expectations for others to do the same

Lozano, Elizabeth B.; Laurent, Sean M.

doi:10.1371/journal.pone.0213276

Cited by 15 publications

(7 citation statements)

References 30 publications

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“…As addressed by Matthews et al [ 66 ], an agents’ communication style should match one’s cultural background and its related language and behavioral expectations. In line with the expectancy violation theory, which describes how actions contrary to your expectations and social norms in a social context require more cognitive processing effort than expected information and that this type of inconsistencies can elicit a more negative affect [ 59 , 62 ]. The differences in findings between the military and civil samples emphasize the importance of considering the social customs of the target population in the design process.…”

Section: Discussionmentioning

confidence: 98%

Trust Development in Military and Civilian Human–Agent Teams: The Effect of Social-Cognitive Recovery Strategies

Kox

Siegling

Kerstholt

2022

Int J of Soc Robotics

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Autonomous agents (AA) will increasingly be deployed as teammates instead of tools. In many operational situations, flawless performance from AA cannot be guaranteed. This may lead to a breach in the human’s trust, which can compromise collaboration. This highlights the importance of thinking about how to deal with error and trust violations when designing AA. The aim of this study was to explore the influence of uncertainty communication and apology on the development of trust in a Human–Agent Team (HAT) when there is a trust violation. Two experimental studies following the same method were performed with (I) a civilian group and (II) a military group of participants. The online task environment resembled a house search in which the participant was accompanied and advised by an AA as their artificial team member. Halfway during the task, an incorrect advice evoked a trust violation. Uncertainty communication was manipulated within-subjects, apology between-subjects. Our results showed that (a) communicating uncertainty led to higher levels of trust in both studies, (b) an incorrect advice by the agent led to a less severe decline in trust when that advice included a measure of uncertainty, and (c) after a trust violation, trust recovered significantly more when the agent offered an apology. The two latter effects were only found in the civilian study. We conclude that tailored agent communication is a key factor in minimizing trust reduction in face of agent failure to maintain effective long-term relationships in HATs. The difference in findings between participant groups emphasizes the importance of considering the (organizational) culture when designing artificial team members.

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Section: Discussionmentioning

confidence: 98%

Trust Development in Military and Civilian Human–Agent Teams: The Effect of Social-Cognitive Recovery Strategies

Kox

Siegling

Kerstholt

2022

Int J of Soc Robotics

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“…However, when consumers understood that ZEVO was not given this information, harm chance had no effect on either foreknowledge or blame. Notably, this suggests that shifting responsibility for investigating potential harm to an external source also serves to shift blame away from the company for eventual harm (Lozano & Laurent, 2019). Moreover, in line with Study 2 and H 3 , this suggests that consumers' foreknowledge ascriptions are sensitive to fact‐based evidence, consistent with our heuristic‐based account (Kahneman, 2003).…”

Section: Discussionmentioning

confidence: 99%

You ought to know: Why consumers think companies can foresee bad (but not good) side effects

Reich

Laurent

2022

Psychology and Marketing

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Routine business activities often lead to unintended side effects. Prior research suggests that consumers ascribe greater corporate foreknowledge when side effects are harmful (vs. helpful) but offers a controversial explanation and insufficient exploration of its consequences. The current research fills these gaps, offering a heuristic‐based explanation steeped in consumer behavior, while demonstrating the importance of this asymmetry to consumer response. First, a Pilot Study confirms the theoretical processes underlying our explanation. Study 1 tests the role of this foreknowledge asymmetry in predicting implicit bias toward the company. Studies 2 and 3 provide moderation evidence for our heuristic‐based explanation and connect the phenomenon to motive inferences and blame judgments, respectively. In sum, this work provides a novel explanation for a common marketplace phenomenon while establishing its effects on several important consumer response variables.

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“…Nevertheless, from our results we hypothesize that from a psychological perspective, visitors to the WHA perceive themselves to be responsible for desirable outcomes but not responsible for undesirable ones. In doing so, they transfer the responsibility of undesirable outcomes to others (i.e., a blame shift; Lozano and Laurent, 2019) and thus, legitimize their own actions. Moreover, in such situations people tend to be overconfident in their own behavior and their ability to do the right thing (i.e., the overconfidence effect; Dunning et al, 1990).…”

Section: Discussionmentioning

confidence: 99%

Engaging More Effectively With Visitors to Coastal Regions for Improved Management Outcomes: Insights From the Ningaloo Coast, Australia

et al. 2020

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A key component of successful coastal management efforts is an effective communication and engagement strategy focused on raising awareness of a region to different stakeholders to encourage more pro-environmental behaviors. Accordingly, in recent times there has been a proliferation of research focused on improving engagement and communication with different users of the coastal environment. Despite this effort, a paucity of evidence is available to guide better communication and engagement with visitors (i.e., tourists). Addressing this knowledge gap is critical given the adverse impacts of current global coastal tourism on ecosystem health, and projected future increases in coastal tourism. Using a case study of the Ningaloo Coast World Heritage Area (WHA) in Australia, we contribute toward filling this gap by identifying visitors' perception of the region and their self-reported and intended proenvironmental behaviors. We also identify the types of information they access and trust, and explore whether different message framings on the value of the WHA influence visitors' intended pro-environmental behavior. We determine that although visitors to the Ningaloo Coast WHA are optimistic about the future sustainability of the region, they have low understanding of the rules and regulations in place to support its management. Further, we find that visitors consider tourism to be a serious threat to the future of the region. However, most participants in our study considered the quality of their own environmental behavior to be high, and thus not contributing to these threats, although this did differ by gender. Finally, we highlight that visitors to the Ningaloo Coast WHA, for the most part, obtain their knowledge of the region during their visit, primarily through local signage and visitors centers. We discuss the implications of these results, and highlight future considerations for coastal managers when developing visitor-focused communication and engagement strategies.

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The effect of admitting fault versus shifting blame on expectations for others to do the same

Cited by 15 publications

References 30 publications

Trust Development in Military and Civilian Human–Agent Teams: The Effect of Social-Cognitive Recovery Strategies

Trust Development in Military and Civilian Human–Agent Teams: The Effect of Social-Cognitive Recovery Strategies

You ought to know: Why consumers think companies can foresee bad (but not good) side effects

Engaging More Effectively With Visitors to Coastal Regions for Improved Management Outcomes: Insights From the Ningaloo Coast, Australia

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