Trust in Systems: Identification of 17 Unresolved Research Questions and the Highlighting of Inconsistencies

Abstract

Trust is perhaps one of the most important constructs when trying to understand human interactions with systems. As such, there has been a considerable amount of research done on factors such as individual differences in trust, environmental factors affecting trust, and even ‘contagion’ effects of trust. However, at times the literature presents results that are inconsistent with existing findings, definitions, and at times even logic, with no clear path towards reconciliation. This manuscript attempts to highlight some of these inconsistencies within individual differences (personality and gender), task and environment, and system-wide trust, while also attempting to identify outstanding questions. While this review and critique do not encompass the totality of the literature, it provides representative examples of some of the issues the study of trust is facing. For each section, we offer a series of research questions, which has resulted in 17 proposed questions that need answering. Finally, we propose 3 questions that researchers should ask in every study which may help mitigate some of these issues in the future.

How do Blame Attributions Impact Trust in Complex Task Environments?

“…Even now, there are many critical unresolved questions regarding how the interaction of humans and machines form trust in complex systems during routine and novel situations of the dynamic task environment. Examples of complex systems include multiple networked, automated systems (i.e., systems of systems such as UAVs and virtual personal assistants), self-driving vehicles, and distributed teams which are reliant on multiple humans interacting with multiple automated components (Atchley et al, 2022; Reig, Forlizzi, & Steinfeld, 2019; Tenhundfeld et al, 2022; Wallister, de Visser, & Shaw, 2016). A better understanding of how individuals trust in automation is critical in complex environments.…”

“…No contagion effects should be observed for a component not seen as part of the same system. With that being said, what users perceive as a system is not very well understood at this time (Atchley et al, 2022; Doyle & Ford, 1998; Tenhundfeld et al, 2022). There have been previous attempts to define ‘system’ objectively (Rasmussen, 1997, Hall & Fagen, 2017), though these attempts are insufficient for understanding how users perceive the boundaries of systems.…”