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Abstract

The purpose of this study was to determine the effects of automation etiquette and pedigree on trust and dependence. Participants (N = 60) performed a simulated luggage-screening task while interacting with an imperfect automated aid that varied in pedigree (expert vs. novice) and etiquette (polite feedback vs. neutral feedback vs. rude feedback). Trust, perceived reliability, and dependence on the automated aid were measured. Results indicated that participants perceived the polite system as being more reliable and trustworthy than the rude system. Moreover, compliance varied as a function of etiquette and pedigree. Participants complied less often with the rude expert system than the rude novice system. These findings support theoretical work that suggests surface level features of automation can influence trust and trust related behaviors. Further research is warranted to determine how mimicking human communication styles can further influence human interaction with automation.

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The Role of Automation Etiquette and Pedigree in Trust and Dependence

Abstract

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References