The frequency of positive and negative interactions influences relationship equity and trust in automation

The purpose of this study was to 1) examine whether frequency of positive and negative interactions (manipulated via reliability) with a computer agent had an impact on an individual's trust resilience after a major error occurs and 2) empirically test the notion of relationship equity, which encompasses the total accumulation of positive and negative interactions and experiences between two actors, on user trust on a separate transfer task. Participants were randomized into one of four groups, differing in agent positivity and frequency of interaction, and completed both a pattern recognition task and transfer task with the aid of the same computer agent. Subjective trust ratings, performance data, compliance, and agreement were collected and analyzed. Results demonstrated that frequency of positive and negative interactions did have an impact on user trust and trust resilience after a major error. Additionally, it was shown that relationship equity has an impact on user trust and trust resilience. This is the first empirical demonstration of relationship equity's impact on user trust in an automated teammate.