The effect of apologetic error messages and mood states on computer users’ self-appraisal of performance

Akgün, Mahir; Çağıltay, Kürşat; Zeyrek, Deniz

doi:10.1016/j.pragma.2009.12.011

Cited by 22 publications

(11 citation statements)

References 27 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Additionally, the apology may include an emotional expression that could provide context for the apologizer's intentions, for example 'If I had known that the book was that important to you, I would never have given it away" [25]. An apology can consist of multiple components, including (1) an expression of regret about the costly act (i.e. I am very sorry), (2) an explanation of why the failure occurred, (3) an acknowledgement of responsibility for the mistake, (4) an offer of repair, ( 5) a promise that it will not happen again in the future, and (6) a request for forgiveness [1,25,38,58].…”

Section: Interpersonal Trust-repair Strategiesmentioning

confidence: 99%

“…An apology can consist of multiple components, including (1) an expression of regret about the costly act (i.e. I am very sorry), (2) an explanation of why the failure occurred, (3) an acknowledgement of responsibility for the mistake, (4) an offer of repair, ( 5) a promise that it will not happen again in the future, and (6) a request for forgiveness [1,25,38,58]. Some components are more common than others.…”

Section: Interpersonal Trust-repair Strategiesmentioning

confidence: 99%

“…Research findings of studies dedicated to the effects of apologetic messages by computers and other forms of automation are somewhat ambiguous. Generally, research shows that providing an apology can benefit the feelings of the human towards an artificial entity [1,3,6,49,56]. Studies that looked at human-agent trust found that agents that expressed empathetic emotions towards the human (e.g.…”

Section: Non-human Apologymentioning

confidence: 99%

See 2 more Smart Citations

Trust repair in human-agent teams: the effectiveness of explanations and expressing regret

Kox

Kerstholt

Hueting³

et al. 2021

Auton Agent Multi-Agent Syst

View full text Add to dashboard Cite

The role of intelligent agents becomes more social as they are expected to act in direct interaction, involvement and/or interdependency with humans and other artificial entities, as in Human-Agent Teams (HAT). The highly interdependent and dynamic nature of teamwork demands correctly calibrated trust among team members. Trust violations are an inevitable aspect of the cycle of trust and since repairing damaged trust proves to be more difficult than building trust initially, effective trust repair strategies are needed to ensure durable and successful team performance. The aim of this study was to explore the effectiveness of different trust repair strategies from an intelligent agent by measuring the development of human trust and advice taking in a Human-Agent Teaming task. Data for this study were obtained using a task environment resembling a first-person shooter game. Participants carried out a mission in collaboration with their artificial team member. A trust violation was provoked when the agent failed to detect an approaching enemy. After this, the agent offered one of four trust repair strategies, composed of the apology components explanation and expression of regret (either one alone, both or neither). Our results indicated that expressing regret was crucial for effective trust repair. After trust declined due to the violation by the agent, trust only significantly recovered when an expression of regret was included in the apology. This effect was stronger when an explanation was added. In this context, the intelligent agent was the most effective in its attempt of rebuilding trust when it provided an apology that was both affective, and informational. Finally, the implications of our findings for the design and study of Human-Agent trust repair are discussed.

show abstract

Section: Interpersonal Trust-repair Strategiesmentioning

confidence: 99%

Section: Interpersonal Trust-repair Strategiesmentioning

confidence: 99%

Section: Non-human Apologymentioning

confidence: 99%

See 1 more Smart Citation

Trust repair in human-agent teams: the effectiveness of explanations and expressing regret

Kox

Kerstholt

Hueting³

et al. 2021

Auton Agent Multi-Agent Syst

View full text Add to dashboard Cite

show abstract

“…The effects of perceived system competence (e.g., reliability) are well understood in the automation domain, but no studies have examined integrity. Evidence has been provided for the effect of system apologies on user perceptions, such as user self-appraisal of performance (Akgun, Cagiltay, & Zeyrek, 2010) and system impressions (Tzeng, 2004; Lee, Kiesler, Forlizzi, Srinivasa, & Rybski, 2010). Although, we are aware of only two studies that have directly addressed apology and trust repair in an automation context.…”

Section: Strategies To Repair Trustmentioning

confidence: 99%

Testing the Efficacy of Human-Human Trust Repair Strategies with Machines

Quinn

Pak

Visser

2017

Proceedings of the Human Factors and Ergonomics Society Annual

View full text Add to dashboard Cite

Trust is a critical component to both human-automation and human-human interactions. Interface manipulations, such as visual anthropomorphism and machine politeness, have been used to affect trust in automation. However, these design strategies are meant to primarily facilitate initial trust formation but have not been examined as a means to actively repair trust that has been violated by a system failure. Previous research has shown that trust in another party can be effectively repaired after a violation using various strategies, but there is little evidence substantiating such strategies in human-automation context. The current study will examine the effectiveness of trust repair strategies, derived from a human-human or human-organizational context, in human-automation interaction.

show abstract

“…Although research in pragmatics has, to some extent continued with this perspective (e.g. Akgun, Cagiltay, & Zeyrek, 2009;Golato, 2002), other research indicates that speech acts are "dialogically constituted" within social contexts where roles are co-constructed by interlocutors (Linell, 1998). In line with this, research on advice has regularly determined that advice is an intricate interaction consisting of different linguistic realizations and assorted relational strategies (Angouri, 2012;DeCapua & Dunham, 2012;DeCapua & Dunham, 1993;Hutchby, 1995;Locher, 2006Locher, , 2010Limberg & Locher, 2012).…”

Section: Introductionmentioning

confidence: 99%

Developing the communication skills of early childhood teacher candidates: The case of advice

DeCapua¹,

Tian²

2015

Eurasian Journal of Applied Linguistics

View full text Add to dashboard Cite

Teachers in their professional roles are often called upon to give advice, whether to their students, to their colleagues, to their administrators, or to parents of their students. In this article, we investigate advice giving by teacher candidates to parents of young preschool children and consider the implications of this research for early childhood education. This article is of importance in that it demonstrates the use of applied linguistics research in the classroom. Our purpose is twofold: First, we explore the discursive moves and patterns apparent in the major patterns that emerge from the data to understand how the advice giving is constructed and how this aligns with other similar research. Second, we consider how such information can be incorporated into early childhood education courses. We suggest that teacher educators can exploit research such as that presented here to combine content knowledge instruction with a focus on communication skills, skills important for teachers to be successful communicators within the school community. We explore directions for future research and recommend collegial partnerships between applied linguists and early childhood educators.

show abstract

The effect of apologetic error messages and mood states on computer users’ self-appraisal of performance

Cited by 22 publications

References 27 publications

Trust repair in human-agent teams: the effectiveness of explanations and expressing regret

Trust repair in human-agent teams: the effectiveness of explanations and expressing regret

Testing the Efficacy of Human-Human Trust Repair Strategies with Machines

Developing the communication skills of early childhood teacher candidates: The case of advice

Contact Info

Product

Resources

About