Does automation trust evolve from a leap of faith? An analysis using a reprogrammed pasteurizer simulation task

Abstract

Trust is a critical factor that drives successful human-automation interaction in a myriad of modern professional environments. One seminal work on human-automation trust is Muir and Moray (1996) showing that human-machine trust evolves from faith, then dependability, and finally predictability in a simulated supervisory control task. However, our recent work failed to replicate the finding of the original study, calling for further replication efforts. Experiment 1 aimed to fully replicate Muir and Moray (1996) where participants performed a simulated pasteurizer task. Experiment 2 attempted to replicate Experiment 1 using participants who major in Engineering as used in the original study. Both experiments showed that dependability was the best initial predictor of trust, building later to predictability and faith. Two experiments consistently failed to support both the hypothesis proposed by Muir and Moray (1996), that trust develops from predictability to dependability to faith, and their original findings that trust develops initially from faith. The results of the current experiments challenge this widely cited view of how human-machine trust develops. Modern automation designers should be aware that dependability might control initial trust development for general users and incorporate dependability information into their designs.