机器人与人类来源的多轮正负反馈对信任与合作的动态影响

doi:10.3724/SP.J.1041.2026.2218

摘要/Abstract

摘要： 人机协作逐渐成为智能组织的新兴工作方式。信任是团队成员协同合作的基础, 在互动中建立并动态演变。理解人机互动对信任的影响及其与人际互动的差异尤为重要。本研究通过一项预实验和两项正式实验, 从动态视角考察了机器人与人类来源的多轮次反馈对信任与合作演变的影响。预实验筛选了适当的正负性反馈语句。正式实验让被试与机器人或人类队友协作完成5轮投资决策任务, 并在轮次间相互评价。被试收到4次来源于机器人或人类队友的负性反馈(实验1)或正性反馈(实验2)。研究发现, 多轮次负性反馈情境下信任与合作呈现更清晰的来源差异趋势: 机器人来源的负性反馈下, 信任与合作更倾向于呈现“滞后累积式”演变模式, 表现出延迟反应与累积效应特点; 人类来源的负性反馈下, 信任与合作更倾向于呈现“即时响应式”演变模式, 表现出较高敏感性与较强适应性特征。然而, 在多轮次正性反馈情境下, 不同反馈来源对信任与合作的动态影响无显著差异。本研究从动态视角为理解人机信任与人际信任的差异化演变提供了经验证据, 并为混合团队中的反馈策略设计提供了参考。

关键词: 人机协作, 人机信任, 评价反馈, 信任动态, 反馈效价

Abstract: Human-robot collaboration is increasingly common in intelligent organizations, making it important to understand how trust changes across repeated interactions. Evaluative feedback can trigger trust updating, yet prior research has largely relied on single-time-point measures or one-off feedback. This research examined the dynamic effects of multiround positive and negative feedback from robot and human teammates on behavioral trust and willingness to collaborate.
A pilot study and two laboratory experiments were conducted. In the pilot study, 192 adults evaluated candidate feedback statements, from which four positive and four negative statements of comparable intensity were selected. In Experiment 1, 56 participants collaborated with either a Pepper robot or a human teammate and received four rounds of negative feedback. Experiment 2 used the same design with another 56 participants but presented positive feedback. In both experiments, participants completed five rounds of an investment decision task. Behavioral trust was indexed by the extent to which participants revised their judgments toward the teammate’s recommendation, whereas willingness to collaborate was measured after each round.
Under multiround negative feedback, behavioral trust and willingness to collaborate declined over time, but their trajectories differed by feedback source. Feedback from the robot teammate produced a relatively gradual and delayed pattern: behavioral trust changed little initially but declined in later rounds, while willingness to collaborate decreased as feedback accumulated. Feedback from the human teammate produced a sharper early decline followed by relative stabilization. Segmented models fit the data better than linear or quadratic models, supporting a lagged-cumulative pattern for robot feedback and an immediate-responsive pattern for human feedback.
These findings suggest that robots and humans may produce similar overall declines under negative feedback but different temporal processes of trust updating. Human feedback appears to have a stronger immediate interpersonal impact, whereas robot feedback may influence trust through accumulation. The results highlight the importance of examining when and how trust changes rather than relying only on end-point comparisons. The apparent asymmetry between positive and negative feedback should be interpreted cautiously because the higher-order interaction involving feedback valence was not consistently significant.

Key words: human-robot collaboration, behavioral trust, evaluative feedback, trust dynamics, feedback valence

中图分类号:

宣泓舟, 朱珈莹, 赖乾恩, 何贵兵. (2026). 机器人与人类来源的多轮正负反馈对信任与合作的动态影响. 心理学报, 58(11), 2218-2235.

XUAN Hongzhou, ZHU Jiaying, LAI Qianen, HE Guibing. (2026). Dynamic effects of multiround positive and negative feedback from robots and humans on trust and collaboration. Acta Psychologica Sinica, 58(11), 2218-2235.

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