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      Is an apology enough? How to resolve trust breakdowns in episodic online interactions

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      Proceedings of HCI 2007 The 21st British HCI Group Annual Conference University of Lancaster, UK (HCI)

      British HCI Group Annual Conference

      3 - 7 September 2007

      Apology, Forgiveness, Trust, Reputation, Repair

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          Abstract

          This paper addresses what kind of system allows the victim of a trust breakdown to fairly assess an unintentional offender who is also a benevolent member. Two systems were compared: a system that displayed the offender’s unblemished reputation score as obtained in previous interactions with other members, and a system that also had a communication channel which displayed the offender’s expressed apology and regret over the offence. The findings of this study suggest that the system which also endorses apology, as well as records reputation, allows the victim to recover his/her trust in the unintentional offender. However, trust is repaired only when the offender validates the apology with a reparative action.

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          Most cited references 6

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          Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement.

          Interpersonal forgiving was conceptualized in the context of a 2-factor motivational system that governs people's responses to interpersonal offenses. Four studies were conducted to examine the extent to which forgiving could be predicted with relationship-level variables such as satisfaction, commitment, and closeness; offense-level variables such as apology and impact of the offense; and social-cognitive variables such as offender-focused empathy and rumination about the offense. Also described is the development of the transgression-related interpersonal motivations inventory--a self-report measure designed to assess the 2-component motivational system (Avoidance and Revenge) posited to underlie forgiving. The measure demonstrated a variety of desirable psychometric properties, commending its use for future research. As predicted, empathy, apology, rumination, and several indexes of relationship closeness were associated with self-reported forgiving.
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            Reputation systems

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              The mechanics of trust: A framework for research and design

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                Author and article information

                Contributors
                Conference
                September 2007
                September 2007
                : 1-4
                Affiliations
                Electrical and Electronic Engineering

                Imperial College

                SW7 2BT, London, United Kingdom
                Swiss Center for Affective Sciences

                University of Geneva

                1205, Geneva, Switzerland
                Article
                10.14236/ewic/HCI2007.76
                © Asimina Vasalou et al. Published by BCS Learning and Development Ltd. Proceedings of HCI 2007 The 21st British HCI Group Annual Conference University of Lancaster, UK

                This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

                Proceedings of HCI 2007 The 21st British HCI Group Annual Conference University of Lancaster, UK
                HCI
                21
                Lancaster, UK
                3 - 7 September 2007
                Electronic Workshops in Computing (eWiC)
                British HCI Group Annual Conference
                Product
                Product Information: 1477-9358BCS Learning & Development
                Self URI (journal page): https://ewic.bcs.org/
                Categories
                Electronic Workshops in Computing

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