It’s Not My Fault, But I’m to Blame: The Effect of a Home Robot’s Attribution and Approach Movement on Trust and Emotion of Users

Abstract

This study investigated the effect of attribution and approach movement of the social robot when the user wrongly perceives an error as the robot's responsibility. The robot's responsibility attribution and approach movement strategies for the error recovery were examined in a situation where the robot was functioning normally, but the user misunderstood it as robot's fault. In the experiment participants were exposed to four different verbal and movement interaction scenarios with a social robot and then responded to a survey concerning emotions and trust. Results showed that people no longer trusted the robot that approached while attributing the responsibility to the user. The implication of this study is that a powerful self-serving bias is aroused when a robot attributes the responsibility to the user, and thus, it negatively impacts user experiences even if the event took place due to the user's misunderstanding. This study suggests empirical guidance for designing a social robot's attribution strategies and movement interactions.