Trust and Human Factors

Abstract

This chapter discusses the human factors foundations of trust, specifically human-automation trust. Trust in automation can be conceptualized as a three-factor model consisting of the human trustor, the automated trustee, and the environment or context. In this model, qualities of the human (such as experience), work with qualities of the robot (such as form) in an environment that also influences the nature of the interaction. Since trust is constantly evolving, time itself is also a facet of trust in human-automation interactions. Measurement of trust is challenging because trust itself is a latent variable, and not directly observable. However, measurement is necessary to ensure trust is appropriately calibrated and there is not a mismatch between the trustors’ expectations, and the trustees’ capabilities. Trust measures include self-report or survey-type measures, behavioral observations, and biological measures.