Abstract
The trust issue between intelligent system and humans is faced with more complex challenges. As the intelligent systems are gaining more autonomy, new modes and frameworks are required to investigate human-computer interaction in the days to come. This article aims to explore the trust repair strategies of intelligent vehicle system after a traffic accident from the perspective of social cognition, specifically, by comparing the impact of different trust repair strategies including admission and denial, comfort and promise, on the participants’ perceived warmth, perceived competence, trust and intention to use. An online research based on video material with 432 participates in total was conducted. As indicated by the results, trust repair strategies had a significant impact on the perception and attitudes of users. Comforting and apologizing after the accident increased the perceived warmth of participants on the vehicle system. More importantly, their trust and intention to use were supported. Promising to avoid the accident in the future increased the perceived competence, which supported users’ intention to use it indirectly. The trust repair strategy of intelligent vehicle system based on the social cognition theory has a significant influence on the cognition and attitudes of users, which provides not only a new perspective for the relevant practitioners in the field of human-computer interaction but also direct reference for the design of personified and anthropomorphic vehicle system agent.
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Feng, Y., Tan, H. (2022). Comfort or Promise? Investigating the Effect of Trust Repair Strategies of Intelligent Vehicle System on Trust and Intention to Use from a Perspective of Social Cognition. In: Rau, PL.P. (eds) Cross-Cultural Design. Product and Service Design, Mobility and Automotive Design, Cities, Urban Areas, and Intelligent Environments Design. HCII 2022. Lecture Notes in Computer Science, vol 13314. Springer, Cham. https://doi.org/10.1007/978-3-031-06053-3_11
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