Negative feedback from robots is received better than that from humans: The effect of feedback on human–robot trust and collaboration

Hongzhou Xuan and Guibing He

Journal of Business Research, 2025, vol. 193, issue C

Abstract: Intelligent robots continue to transcend their traditional roles as mere tools, evolving to actively engage in collaborative teamwork. Feedback from teammates is a critical component of effective team dynamics. This research investigates how feedback source (robot vs. human teammate) affects behavioral trust and intention for future collaboration through a functional task (Study 1) and a social task (Study 2). It further examines the mediating role of feedback acceptance and the moderating effect of feedback valence (positive vs. negative). The findings reveal that negative feedback from a robot teammate, compare to that from a human teammate, leads to a higher feedback acceptance, which further fosters greater behavioral trust and intention for future collaboration toward the robot. However, the source of positive feedback, whether from a robot or a human teammate, causes no significant differences in recipients’ responses. This research delineates the potential advantages of future robot colleagues in delivering negative feedback.

Keywords: Human-robot trust; Human-robot collaboration; Feedback source; Feedback valence; Feedback acceptance (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:193:y:2025:i:c:s0148296325001560

DOI: 10.1016/j.jbusres.2025.115333

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