From apology to compensation: A multi-level taxonomy of trust reparation for highly automated virtual assistants

This paper presents a multi-level taxonomy of reparation levels specifically adapted to virtual assistants in the context of Human-Human-Interaction (HHI) with a specific focus on maintaining trust in the system. This taxonomy ranges from current models of apology to the newly integrated compensation area via a range of case studies specifically developed to address the rising concerns of unsupervised interactions in the context of Virtual Assistants (VA). Based on preliminary research, the author recommends the integration of reparation strategies as a fundamental variable in the ongoing development of VAs, as this element inserts a sense of balance in terms of vulnerability between users and developers to enhance trust in the interactive process. Present and future work is being dedicated to further understand how different contexts may affect integrity in highly automated virtual assistants

Implicit theories of negotiation : developing a measure of agreement fluidity

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Righting the wrong for third parties -- how monetary compensation, procedure changes and apologies restore justice for observers of injustice

People react negatively not only to injustices they personally endure but also to injustices that they observe as ystanders at work—and typically, people observe more injustices than they personally experience. It is therefore important to understand how organizations can restore observers’ perceptions of justice after an injustice has occurred. In our paper, we employ a policy capturing design o test and compare the restorative power of monetary compensation, procedure changes and apologies, alone and in combination, from the perspective of third parties. We extend revious research on remedies by including different degrees f compensation and procedural changes, by comparing the ffects of sincere versus insincere apologies and by including apologies from additional sources. The results indicate that monetary compensation, procedure changes, and incere apologies all have a significant and positive effect on how observers perceive the restoration of justice. in sincere apologies, on the other hand, have no significant effect on restoration for third parties. Procedural changes ere found to have the strongest remedial effects, a remedy arely included in previous research. One interpretation of his finding could be that observers of injustice prefer olutions that are not short sighted: changing procedures voids future injustices that could affect other people. We ound that combinations of remedies, such that the presence of a second remedy strengthens the effect of the first remedy, are particularly effective. Our findings regarding interactions underline the importance of studying and ministering remedies in conjunction with each other