User trust dynamics

an investigation driven by differences in system performance

Kun Yu, Shlomo Berkovsky, Ronnie Taib, Dan Conway, Jianlong Zhou, Fang Chen

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contribution

13 Citations (Scopus)

Abstract

Trust is a key factor affecting the way people rely on automated systems. On the other hand, system performance has comprehensive implications on a user's trust variations. This paper examines systems of varied levels of accuracy, in order to reveal the relationship between system performance, a user's trust and reliance on the system. In particular, it is identified that system failures have a stronger effect on trust than system successes. We also describe how patterns of trust change according to a number of consecutive system failures or successes. Importantly, we show that increasing user familiarity with the system decreases the rate of trust change, which provides new insights on the development of user trust. Finally, our analysis established a correlation between a user's reliance on a system and their trust level. Combining all these findings can have important implications in general system design and implementation, by predicting how trust builds and when it stabilizes, as well as allowing for indirectly reading a user's trust in real time based on system reliance.
Original languageEnglish
Title of host publicationProceedings of the 22nd International Conference on Intelligent User Interfaces, IUI '17
PublisherAssociation for Computing Machinery (ACM)
Pages307-317
Number of pages11
ISBN (Electronic)9781450343480
DOIs
Publication statusPublished - 2017
Externally publishedYes
Event22nd International Conference on Intelligent User Interfaces, IUI 2017 - Limassol, Cyprus
Duration: 13 Mar 201716 Mar 2017

Other

Other22nd International Conference on Intelligent User Interfaces, IUI 2017
CountryCyprus
CityLimassol
Period13/03/1716/03/17

Keywords

  • trust dynamics
  • system performance
  • acquisition and extinction
  • temporal examination
  • reliance

Fingerprint Dive into the research topics of 'User trust dynamics: an investigation driven by differences in system performance'. Together they form a unique fingerprint.

  • Cite this

    Yu, K., Berkovsky, S., Taib, R., Conway, D., Zhou, J., & Chen, F. (2017). User trust dynamics: an investigation driven by differences in system performance. In Proceedings of the 22nd International Conference on Intelligent User Interfaces, IUI '17 (pp. 307-317). Association for Computing Machinery (ACM). https://doi.org/10.1145/3025171.3025219