社交机器人人机信任的影响因素、测量方法与校准策略研究

杨佳晨; 杜娟

doi:10.19554/j.cnki.1001-3563.2026.16.028

PDF(3773 KB)

包装工程（设计栏目） ›› 2026, Vol. 47 ›› Issue (16) : 326-340. DOI: 10.19554/j.cnki.1001-3563.2026.16.028

设计研讨

社交机器人人机信任的影响因素、测量方法与校准策略研究

杨佳晨, 杜娟^*

作者信息 +

Influencing Factors, Measurement Methods, and Calibration Strategies of Human-robot Trust in Social Robots

YANG Jiachen, DU Juan^*

Author information +

文章历史 +

摘要

目的聚焦社交机器人人机信任研究,为该领域的后续研究提供理论参考与实践指引。方法以Web of Science（WOS）数据库收录的社交机器人人机信任相关文献为数据来源,采用计量分析与内容分析相结合的混合研究法,重点围绕社交机器人人机信任影响因素、测量方法及校准策略开展研究。结果社交机器人人机信任的影响因素主要包括机器人相关因素、环境因素及个人因素,现有研究主要采用主观、客观和主客观结合的三类测量方法,及五类校准信任水平的策略。结论社交机器人人机信任是多因素共同作用下的动态过程,其影响因素、测量方法与校准策略之间存在密切关联。未来需进一步关注不同用户特征、任务风险与应用场景下信任形成、评估与校准机制的差异,以实现用户信任与机器人真实能力之间的合理匹配。

Abstract

The work aims to put focuses on human-robot trust in social robots, to provide theoretical references and practical guidance for future research in this field. Using literature on human-robot trust in social robots indexed in the Web of Science (WOS) database as data sources, a mixed-methods approach combining quantitative analysis and content analysis was employed to investigate key aspects including influencing factors, measurement methods, and calibration strategies. The findings indicate that factors affecting human-robot trust in social robots mainly include robot-related, environmental, and individual factors. Existing studies predominantly employ three types of measurement approaches, namely subjective, objective, and combined subjective-objective methods, and five categories of strategies for calibrating trust levels. Human-robot trust in social robots is a dynamic process shaped by multiple interacting factors, with close interrelationships among influencing factors, measurement methods, and calibration strategies. Future research should further explore differences in trust formation, evaluation, and calibration mechanisms across diverse user characteristics, task risks, and application scenarios, aiming to achieve a balanced alignment between user trust and the robot's actual capabilities.

导出引用1

杨佳晨, 杜娟. 社交机器人人机信任的影响因素、测量方法与校准策略研究[J]. 包装工程. 2026, 47(16): 326-340 https://doi.org/10.19554/j.cnki.1001-3563.2026.16.028

YANG Jiachen, DU Juan. Influencing Factors, Measurement Methods, and Calibration Strategies of Human-robot Trust in Social Robots[J]. Packaging Engineering. 2026, 47(16): 326-340 https://doi.org/10.19554/j.cnki.1001-3563.2026.16.028

中图分类号： TB472

参考文献

[1] ZHAO S Y.Humanoid Social Robots as a Medium of Communication[J]. New Media & Society, 2006, 8(3): 401-419.
[2] FRAUNE M R, OISTED B C, SEMBROWSKI C E, et al.Effects of Robot-Human versus Robot-Robot Behavior and Entitativity on Anthropomorphism and Willingness to Interact[J]. Computers in Human Behavior, 2020, 105: 106220.
[3] SONG Y, LUXIMON A, LUXIMON Y.The Effect of Facial Features on Facial Anthropomorphic Trustworthiness in Social Robots[J]. Applied Ergonomics, 2021, 94: 103420.
[4] SONG Y, LUXIMON Y.The Face of Trust: The Effect of Robot Face Ratio on Consumer Preference[J]. Computers in Human Behavior, 2021, 116: 106620.
[5] XU K.First Encounter with Robot Alpha: How Individual Differences Interact with Vocal and Kinetic Cues in Users’ Social Responses[J]. New Media & Society, 2019, 21(11/12): 2522-2547.
[6] HANCOCK P A, BILLINGS D R, SCHAEFER K E, et al.A Meta-Analysis of Factors Affecting Trust in Human-Robot Interaction[J]. Human Factors, 2011, 53(5): 517-527.
[7] LEE J J, KNOX W B, WORMWOOD J B, et al.Computationally Modeling Interpersonal Trust[J]. Frontiers in Psychology, 2013, 4: 893.
[8] FREEDY A, DEVISSER E, WELTMAN G, et al.Measurement of Trust in Human-Robot Collaboration[C]//2007 International Symposium on Collaborative Technologies and Systems. Orlando, FL, USA. IEEE, 2008: 106-114.
[9] MONGEON P, PAUL-HUS A.The Journal Coverage of Web of Science and Scopus: A Comparative Analysis[J]. Scientometrics, 2016, 106(1): 213-228.
[10] HAUSTEIN S, LARIVIÈRE V. The Use of Bibliometrics for Assessing Research: Possibilities, Limitations and Adverse Effects[M]//Incentives and Performance. Cham: Springer International Publishing, 2014: 121-139.
[11] HALLINGER P, KOVAČEVIĆ J. A Bibliometric Review of Research on Educational Administration: Science Mapping the Literature, 1960 to 2018[J]. Review of Educational Research, 2019, 89(3): 335-369.
[12] PAN Y, ZHANG L M.Roles of Artificial Intelligence in Construction Engineering and Management: A Critical Review and Future Trends[J]. Automation in Construction, 2021, 122: 103517.
[13] SHABAN I A, ELTOUKHY A E E, ZAYED T. Systematic and Scientometric Analyses of Predictors for Modelling Water Pipes Deterioration[J]. Automation in Construction, 2023, 149: 104710.
[14] BÖRNER K, CHEN C M, BOYACK K W. Visualizing Knowledge Domains[J]. Annual Review of Information Science and Technology, 2003, 37(1): 179-255.
[15] DAVIS F D. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology[J]. MIS Quarterly, 1989, 13(3): 319-340.
[16] 高凯. 文献计量分析软件VOSviewer的应用研究[J]. 科技情报开发与经济, 2015(12): 95-98.
GAO K.Research on the Application of Bibliometric Analysis Software VOSviewer[J]. Sci-Tech Information Development & Economy, 2015(12): 95-98.
[17] TAN H, LI J L, HE M, et al.Global Evolution of Research on Green Energy and Environmental Technologies: A Bibliometric Study[J]. Journal of Environmental Management, 2021, 297: 113382.
[18] ACHUTHAN K, NAIR V K, KOWALSKI R, et al.Cyberbullying Research—Alignment to Sustainable Development and Impact of COVID-19: Bibliometrics and Science Mapping Analysis[J]. Computers in Human Behavior, 2023, 140: 107566.
[19] REEVES B, NASS C.The Media Equation: How People Treat Computers, Television, and New Media Like Real People[M]. Cambridge: Cambridge University Press, 1996.
[20] NASS C, MOON Y.Machines and Mindlessness: Social Responses to Computers[J]. Journal of Social Issues, 2000, 56(1): 81-103.
[21] SUNDAR S S, NASS C.Source Orientation in Human-Computer Interaction: Programmer, Networker, or Independent Social Actor[J]. Communication Research, 2000, 27(6): 683-703.
[22] HAYASHI Y, WAKABAYASHI K.Can AI Become Reliable Source to Support Human Decision Making in a Court Scene?[C]//Companion of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing. Portland Oregon USA. ACM, 2017: 195-198.
[23] KUNDINGER T, WINTERSBERGER P, RIENER A.(over)Trust in Automated Driving: The Sleeping Pill of Tomorrow?[C]//Extended Abstracts of the 2019 CHI Conference on Human Factors in Computing Systems. Glasgow Scotland: ACM, 2019: 1-6.
[24] SUNDAR S S, KIM J.Machine Heuristic: When we Trust Computers More than Humans with Our Personal Information[C]//Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems. Glasgow Scotland Uk. ACM, 2019: 1-9.
[25] GOMPEI T, UMEMURO H.Factors and Development of Cognitive and Affective Trust on Social Robots[C]//Social Robotics. Cham: Springer, 2018: 45-54.
[26] SCASSELLATI B.Mechanisms of Shared Attention for a Humanoid Robot[C]//Proceedings of the 1996 AAAI Fall Symposium on Embodied Cognition and Action, Cambridge: 1996: 102-106.
[27] MOYLE W, COOKE M, JONES C, et al.Assistive Technologies as a Means of Connecting People with Dementia; proceedings of the International Psychogeriatrics, F, 2013[C]. Cambridge Univ Press 32 Avenue of The Americas, New York: 10013-2473.
[28] SUNG H C, CHANG S M, CHIN M Y, et al.Robot-Assisted Therapy for Improving Social Interactions and Activity Participation among Institutionalized Older Adults: A Pilot Study[J]. Asia-Pacific Psychiatry, 2015, 7(1): 1-6.
[29] LEWIS M, SYCARA K, WALKER P.The Role of Trust in Human-Robot Interaction[M]//Foundations of Trusted Autonomy. Cham: Springer International Publishing, 2018: 135-159.
[30] DOU X, WU C F, LIN K C, et al.Effects of Different Types of Social Robot Voices on Affective Evaluations in Different Application Fields[J]. International Journal of Social Robotics, 2021, 13(4): 615-628.
[31] LI X G, SUNG Y.Anthropomorphism Brings us Closer: The Mediating Role of Psychological Distance in User-AI Assistant Interactions[J]. Computers in Human Behavior, 2021, 118: 106680.
[32] PARK J, CHOI H, JUNG Y.Users' Cognitive and Affective Response to the Risk to Privacy from a Smart Speaker[J]. International Journal of Human-Computer Interaction, 2021, 37(8): 759-771.
[33] GHAZALI A S, HAM J, BARAKOVA E, et al.The Influence of Social Cues in Persuasive Social Robots on Psychological Reactance and Compliance[J]. Computers in Human Behavior, 2018, 87: 58-65.
[34] PARADEDA R B, HASHEMIAN M, RODRIGUES R A, et al.How Facial Expressions and Small Talk may Influence Trust in a Robot[C]//Social Robotics. Cham: Springer, 2016: 169-178.
[35] GHAZALI A S, HAM J, BARAKOVA E I, et al.Effects of Robot Facial Characteristics and Gender in Persuasive Human-Robot Interaction[J]. Frontiers in Robotics and AI, 2018, 5: 73.
[36] GHAZALI A S, HAM J, BARAKOVA E, et al.Assessing the Effect of Persuasive Robots Interactive Social Cues on Users' Psychological Reactance, Liking, Trusting Beliefs and Compliance[J]. Advanced Robotics, 2019, 33(7/8): 325-337.
[37] HORTENSIUS R, HEKELE F, CROSS E S.The Perception of Emotion in Artificial Agents[J]. IEEE Transactions on Cognitive and Developmental Systems, 2018, 10(4): 852-864.
[38] EPLEY N, WAYTZ A, CACIOPPO J T.On Seeing Human: A Three-Factor Theory of Anthropomorphism[J]. Psychological Review, 2007, 114(4): 864-886.
[39] AZIZ A A, MOGANAN F F M, ISMAIL A, et al. Autistic Children’s Kansei Responses towards Humanoid-Robot as Teaching Mediator[J]. Procedia Computer Science, 2015, 76: 488-493.
[40] TUNG V W S, AU N. Exploring Customer Experiences with Robotics in Hospitality[J]. International Journal of Contemporary Hospitality Management, 2018, 30(7): 2680-2697.
[41] VAN PINXTEREN M M E, WETZELS R W H, RÜGER J, et al. Trust in Humanoid Robots: Implications for Services Marketing[J]. Journal of Services Marketing, 2019, 33(4): 507-518.
[42] KRAUS J M, NOTHDURFT F, HOCK P, et al.Human after All: Effects of Mere Presence and Social Interaction of a Humanoid Robot as a Co-Driver in Automated Driving[C]//Adjunct Proceedings of the 8th International Conference on Automotive User Interfaces and Interactive Vehicular Applications. Ann Arbor MI: ACM, 2016: 129-134.
[43] LOHANI M, STOKES C, MCCOY M, et al.Social Interaction Moderates Human-Robot Trust-Reliance Relationship and Improves Stress Coping[C]//2016 11th ACM/IEEE International Conference on Human-Robot Interaction (HRI). Christchurch: IEEE, 2016: 471-472.
[44] DE VISSER E J, MONFORT S S, MCKENDRICK R, et al. Almost Human: Anthropomorphism Increases Trust Resilience in Cognitive Agents[J]. Journal of Experimental Psychology: Applied, 2016, 22(3): 331-349.
[45] MORI M, MACDORMAN K F, KAGEKI N.The Uncanny Valley [from the Field[J]. IEEE Robotics & Automation Magazine, 2012, 19(2): 98-100.
[46] FRAZIER C R, MALCOLM MCCURRY J, ZISH K, et al.The Relationship between Perceived Agency and Trust in Robots[J]. International Journal of Social Robotics, 2025, 17(8): 1563-1578.
[47] CANTUCCI F, MARINI M, FALCONE R.Trustworthiness Assessment of an Adaptive and Explainable Robot in a Real Environment[J]. International Journal of Social Robotics, 2025, 17(10): 2199-2210.
[48] COMINELLI L, FERI F, GAROFALO R, et al.Promises and Trust in Human-Robot Interaction[J]. Scientific Reports, 2021, 11: 9687.
[49] ZHANG X Y, LEE S K, KIM W, et al."Sorry, It Was My Fault": Repairing Trust in Human-Robot Interactions[J]. International Journal of Human-Computer Studies, 2023, 175: 103031.
[50] ROESLER E, VOLLMANN M, MANZEY D, et al.The Dynamics of Human-Robot Trust Attitude and Behavior—Exploring the Effects of Anthropomorphism and Type of Failure[J]. Computers in Human Behavior, 2024, 150: 108008.
[51] ZHANG J, LI S, ZHANG J Y, et al.A Literature Review of the Research on the Uncanny Valley[C]//Cross- Cultural Design. User Experience of Products, Services, and Intelligent Environments. Cham: Springer, 2020: 255-268.
[52] GROOM V, NASS C.Can Robots Be Teammates?: Benchmarks in Human-Robot Teams[J]. 2007, 8(3): 483-500.
[53] ROBINETTE P, LI W C, ALLEN R, et al.Overtrust of Robots in Emergency Evacuation Scenarios[C]//2016 11th ACM/IEEE International Conference on Human- Robot Interaction (HRI). Christchurch, New Zealand. IEEE, 2016: 101-108.
[54] DESAI M, KANIARASU P, MEDVEDEV M, et al.Impact of Robot Failures and Feedback on Real-Time Trust[C]//2013 8th ACM/IEEE International Conference on Human-Robot Interaction (HRI). Tokyo, Japan. IEEE, 2013: 251-258.
[55] VOLANTE W G, SOSNA J, KESSLER T, et al.Social Conformity Effects on Trust in Simulation-Based Human-Robot Interaction[J]. Human Factors, 2019, 61(5): 805-815.
[56] CIRASA C, CONTI D.Mapping Trust and Cultural Dimensions in Human-Robot Interaction: A Scoping Review Approach[J]. Computers in Human Behavior Reports, 2025, 19: 100763.
[57] CHATTERJEE S, CHAUDHURI R, VRONTIS D.Acceptance of Social Robot and Its Challenges: From Privacy Calculus Perspectives[J]. Technological Forecasting and Social Change, 2023, 196: 122862.
[58] LEE J D, SEE K A.Trust in Automation: Designing for Appropriate Reliance[J]. Human Factors, 2004, 46(1): 50-80.
[59] CHI O H, JIA S Z, LI Y F, et al.Developing a Formative Scale to Measure Consumers' Trust Toward Interaction with Artificially Intelligent (AI) Social Robots in Service Delivery[J]. Computers in Human Behavior, 2021, 118: 106700.
[60] CAI J, FU X R, GU Z R, et al.Validating Social Service Robot Interaction Trust (SSRIT) Scale in Measuring Consumers' Trust Toward Interaction with Artificially Intelligent (AI) Social Robots with a Chinese Sample of Adults[J]. International Journal of Human-Computer Interaction, 2024, 40(16): 4319-4334.
[61] YUAN Y, WU C F, NIU J, et al.The Effects of Human-Robot Interactions and the Human-Robot Relationship on Robot Competence, Trust, and Acceptance[J]. Sage Open, 2024, 14(2): 21582440241248230.
[62] ANZABI N, UMEMURO H.Effect of Different Listening Behaviors of Social Robots on Perceived Trust in Human-Robot Interactions[J]. International Journal of Social Robotics, 2023, 15(6): 931-951.
[63] ULLMAN D, MALLE B F.Measuring Gains and Losses in Human-Robot Trust: Evidence for Differentiable Components of Trust[C]//2019 14th ACM/IEEE International Conference on Human-Robot Interaction (HRI). Daegu: IEEE, 2019: 618-619.
[64] CHEN C H, JIA X Y.Research on the Influence of the Baby Schema Effect on the Cuteness and Trustworthiness of Social Robot Faces[J]. International Journal of Advanced Robotic Systems, 2023, 20(3): 172988062311684.
[65] SONG Y, LUXIMON Y.When Trustworthiness Meets Face: Facial Design for Social Robots[J]. Sensors, 2024, 24(13): 4215.
[66] STOWER R, KAPPAS A, SOMMER K.When Is It Right for a Robot to Be Wrong? Children Trust a Robot over a Human in a Selective Trust Task[J]. Computers in Human Behavior, 2024, 157: 108229.
[67] CAO X Y, WU Y Y, NIELSEN M, et al.Does Appearance Affect Children’s Selective Trust in Robots' Social and Emotional Testimony?[J]. Journal of Applied Developmental Psychology, 2025, 96: 101739.
[68] CHEN Z X, ZHENG J W, GAO Y, et al.Do Children with Autism Spectrum Disorders Show Selective Trust in Social Robots?[J]. Journal of Autism and Developmental Disorders, 2024: 1-8.
[69] KAMELABAD A M, ENGWALL O, SKANTZE G.Conformity and Trust in Multi-Party Vs. Individual Human-Robot Interaction[C]//Proceedings of the ACM International Conference on Intelligent Virtual Agents. GLASGOW United Kingdom: ACM, 2024: 1-9.
[70] ROSSI A, FALCONE G, ROSSI S.It Is the Way You Lie: Effects of Social Robot Deceptions on Trust in an Assistive Robot[C]//2024 33rd IEEE International Conference on Robot and Human Interactive Communication (ROMAN). Pasadena: IEEE, 2024: 1106-1111.
[71] CHEN K.Does Ascribing Robots with Mental Capacities Increase or Decrease Trust in Middle-Aged and Older Adults?[J]. International Journal of Social Robotics, 2025, 17(8): 1617-1631.
[72] REHM M, PONTIKIS I, CAMPAGNA G.An EEG Benchmark Dataset ForData-Driven Trust Assessment inSocial HRI[C]//Social Robotics. Singapore: Springer, 2025: 360-369.
[73] SONG Y, TAO D, LUXIMON Y.In Robot we Trust? The Effect of Emotional Expressions and Contextual Cues on Anthropomorphic Trustworthiness[J]. Applied Ergonomics, 2023, 109: 103967.
[74] JESSUP S A, ALARCON G M, HARRIS K N, et al.The Influence of Robot Anthropomorphism and Trust Violation Types on Trustworthiness Perceptions and Trust Behaviors[J]. International Journal of Social Robotics, 2025, 17(8): 1437-1452.
[75] YAO M H, LI J Y, WANG Z Y.Robot Transparency and Employees' Acceptance: The Roles of Trust and Anthropomorphism[J]. International Journal of Human- Computer Interaction, 2025, 41(19): 11934-11946.
[76] MIRAGLIA L, DI DIO C, MANZI F, et al.Shared Knowledge in Human-Robot Interaction (HRI)[J]. International Journal of Social Robotics, 2024, 16(1): 59-75.
[77] DE VISSER E J, PEETERS M M M, JUNG M F, et al. Towards a Theory of Longitudinal Trust Calibration in Human-Robot Teams[J]. International Journal of Social Robotics, 2020, 12(2): 459-478.