{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,13]],"date-time":"2026-04-13T18:49:49Z","timestamp":1776106189210,"version":"3.50.1"},"publisher-location":"New York, NY, USA","reference-count":41,"publisher":"ACM","license":[{"start":{"date-parts":[[2025,4,25]],"date-time":"2025-04-25T00:00:00Z","timestamp":1745539200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"funder":[{"name":"Netherlands Organisation for Scientific Research","award":["17626"],"award-info":[{"award-number":["17626"]}]}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":[],"published-print":{"date-parts":[[2025,4,26]]},"DOI":"10.1145\/3706599.3719739","type":"proceedings-article","created":{"date-parts":[[2025,4,23]],"date-time":"2025-04-23T20:44:19Z","timestamp":1745441059000},"page":"1-9","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":3,"title":["Being Sorry is the Hardest Thing: How Robots can Apologize and Learn from Mistakes to Restore People's Trust"],"prefix":"10.1145","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-8197-1225","authenticated-orcid":false,"given":"Hideki","family":"Garcia Goo","sequence":"first","affiliation":[{"name":"Human Media Interaction, University of Twente, Enschede, Netherlands"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5385-0795","authenticated-orcid":false,"given":"Bob R.","family":"Schadenberg","sequence":"additional","affiliation":[{"name":"Human Media Interaction, University of Twente, Enschede, Netherlands"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-4658-7412","authenticated-orcid":false,"given":"Jan","family":"Kolkmeier","sequence":"additional","affiliation":[{"name":"Human Media Interaction, University of Twente, Enschede, Netherlands"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-7243-0523","authenticated-orcid":false,"given":"Khiet P.","family":"Truong","sequence":"additional","affiliation":[{"name":"Human Media Interaction, University of Twente, Enschede, Netherlands"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-5650-2830","authenticated-orcid":false,"given":"Vanessa","family":"Evers","sequence":"additional","affiliation":[{"name":"Human Media Interaction, University of Twente, Enschede, Netherlands and Nanyang Technological University, Singapore, Singapore"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"320","published-online":{"date-parts":[[2025,4,25]]},"reference":[{"key":"e_1_3_3_2_2_2","doi-asserted-by":"publisher","unstructured":"Anthony\u00a0L. Baker Elizabeth\u00a0K. Phillips Daniel Ullman and Joseph\u00a0R. Keebler. 2018. Toward an Understanding of Trust Repair in Human-Robot Interaction: Current Research and Future Directions. ACM Transactions on Interactive Intelligent Systems 8 4 (Dec. 2018) 1\u201330. 10.1145\/3181671","DOI":"10.1145\/3181671"},{"key":"e_1_3_3_2_3_2","doi-asserted-by":"publisher","unstructured":"Douglas Bates Martin M\u00e4chler Ben Bolker and Steve Walker. 2015. Fitting Linear Mixed-Effects Models Using lme4. Journal of Statistical Software 67 1 (2015) 1\u201348. 10.18637\/jss.v067.i01","DOI":"10.18637\/jss.v067.i01"},{"key":"e_1_3_3_2_4_2","unstructured":"Alexandra Bremers Alexandria Pabst Maria\u00a0Teresa Parreira and Wendy Ju. 2023. Using Social Cues to Recognize Task Failures for HRI: A Review of Current Research and Future Directions. http:\/\/arxiv.org\/abs\/2301.11972 arXiv:https:\/\/arXiv.org\/abs\/2301.11972 [cs]."},{"key":"e_1_3_3_2_5_2","doi-asserted-by":"publisher","DOI":"10.1109\/ROMAN.2016.7745162"},{"key":"e_1_3_3_2_6_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-90525-5_15"},{"key":"e_1_3_3_2_7_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-90525-5_15"},{"key":"e_1_3_3_2_8_2","doi-asserted-by":"publisher","unstructured":"David Cameron Stevienna De\u00a0Saille Emily\u00a0C. Collins Jonathan\u00a0M. Aitken Hugo Cheung Adriel Chua Ee\u00a0Jing Loh and James Law. 2021. The effect of social-cognitive recovery strategies on likability capability and trust in social robots. Computers in Human Behavior 114 (Jan. 2021) 106561. 10.1016\/j.chb.2020.106561","DOI":"10.1016\/j.chb.2020.106561"},{"key":"e_1_3_3_2_9_2","doi-asserted-by":"publisher","unstructured":"Sungwoo Choi Anna\u00a0S. Mattila and Lisa\u00a0E. Bolton. 2021. To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? Journal of Service Research 24 3 (Aug. 2021) 354\u2013371. 10.1177\/1094670520978798","DOI":"10.1177\/1094670520978798"},{"key":"e_1_3_3_2_10_2","doi-asserted-by":"publisher","DOI":"10.5555\/3237383.3237459"},{"key":"e_1_3_3_2_11_2","doi-asserted-by":"publisher","unstructured":"Ewart\u00a0J. De\u00a0Visser Samuel\u00a0S. Monfort Ryan McKendrick Melissa A.\u00a0B. Smith Patrick\u00a0E. McKnight Frank Krueger and Raja Parasuraman. 2016. Almost human: Anthropomorphism increases trust resilience in cognitive agents. Journal of Experimental Psychology: Applied 22 3 (Sept. 2016) 331\u2013349. 10.1037\/xap0000092","DOI":"10.1037\/xap0000092"},{"key":"e_1_3_3_2_12_2","doi-asserted-by":"publisher","unstructured":"Connor Esterwood and Lionel P.\u00a0Robert Jr. 2023. Three Strikes and you are out!: The impacts of multiple human\u2013robot trust violations and repairs on robot trustworthiness. Computers in Human Behavior 142 (May 2023) 107658. 10.1016\/j.chb.2023.107658","DOI":"10.1016\/j.chb.2023.107658"},{"key":"e_1_3_3_2_13_2","doi-asserted-by":"publisher","DOI":"10.1109\/RO-MAN50785.2021.9515365"},{"key":"e_1_3_3_2_14_2","doi-asserted-by":"publisher","DOI":"10.1109\/RO-MAN53752.2022.9900667"},{"key":"e_1_3_3_2_15_2","doi-asserted-by":"publisher","unstructured":"Helena\u00a0Anna Frijns Oliver Sch\u00fcrer and Sabine\u00a0Theresia Koeszegi. 2023. Communication Models in Human\u2013Robot Interaction: An Asymmetric MODel of ALterity in Human\u2013Robot Interaction (AMODAL-HRI). International Journal of Social Robotics 15 3 (March 2023) 473\u2013500. 10.1007\/s12369-021-00785-7","DOI":"10.1007\/s12369-021-00785-7"},{"key":"e_1_3_3_2_16_2","doi-asserted-by":"crossref","unstructured":"Mark Gavin. 2004. Hierarchical linear models: Applications and data analysis methods. Organizational Research Methods 7 2 (2004) 228.","DOI":"10.1177\/1094428103259565"},{"key":"e_1_3_3_2_17_2","doi-asserted-by":"publisher","unstructured":"Romi Gideoni Shanee Honig and Tal Oron-Gilad. 2024. Is It Personal? The Impact of Personally Relevant Robotic Failures (PeRFs) on Humans\u2019 Trust Likeability and Willingness to Use the Robot. International Journal of Social Robotics 16 6 (June 2024) 1049\u20131067. 10.1007\/s12369-022-00912-y","DOI":"10.1007\/s12369-022-00912-y"},{"key":"e_1_3_3_2_18_2","doi-asserted-by":"publisher","unstructured":"Manuel Giuliani Nicole Mirnig Gerald Stollnberger Susanne Stadler Roland Buchner and Manfred Tscheligi. 2015. Systematic analysis of video data from different human\u2013robot interaction studies: a categorization of social signals during error situations. Frontiers in Psychology 6 (July 2015). 10.3389\/fpsyg.2015.00931","DOI":"10.3389\/fpsyg.2015.00931"},{"key":"e_1_3_3_2_19_2","doi-asserted-by":"publisher","DOI":"10.1145\/3472307.3484170"},{"key":"e_1_3_3_2_20_2","doi-asserted-by":"publisher","DOI":"10.1109\/ROMAN.2016.7745163"},{"key":"e_1_3_3_2_21_2","doi-asserted-by":"publisher","unstructured":"Shanee Honig and Tal Oron-Gilad. 2018. Understanding and Resolving Failures in Human-Robot Interaction: Literature Review and Model Development. Frontiers in Psychology 9 (June 2018) 861. 10.3389\/fpsyg.2018.00861","DOI":"10.3389\/fpsyg.2018.00861"},{"key":"e_1_3_3_2_22_2","doi-asserted-by":"publisher","unstructured":"E.\u00a0S. Kox J.\u00a0H. Kerstholt T.\u00a0F. Hueting and P.\u00a0W. de Vries. 2021. Trust repair in human-agent teams: the effectiveness of explanations and expressing regret. Autonomous Agents and Multi-Agent Systems 35 2 (Oct. 2021) 30. 10.1007\/s10458-021-09515-9","DOI":"10.1007\/s10458-021-09515-9"},{"key":"e_1_3_3_2_23_2","doi-asserted-by":"publisher","unstructured":"Makoto Kureha. 2023. On the moral permissibility of robot apologies. AI & SOCIETY (Sept. 2023). 10.1007\/s00146-023-01782-2","DOI":"10.1007\/s00146-023-01782-2"},{"key":"e_1_3_3_2_24_2","doi-asserted-by":"publisher","unstructured":"Alexandra Kuznetsova Per\u00a0B. Brockhoff and Rune H.\u00a0B. Christensen. 2017. lmerTest Package: Tests in Linear Mixed Effects Models. Journal of Statistical Software 82 13 (2017) 1\u201326. 10.18637\/jss.v082.i13","DOI":"10.18637\/jss.v082.i13"},{"key":"e_1_3_3_2_25_2","doi-asserted-by":"publisher","DOI":"10.1109\/HRI.2010.5453195"},{"key":"e_1_3_3_2_26_2","doi-asserted-by":"publisher","unstructured":"Joseph\u00a0B. Lyons Izz\u00a0Aldin Hamdan and Thy\u00a0Q. Vo. 2023. Explanations and trust: What happens to trust when a robot partner does something unexpected? Computers in Human Behavior 138 (Jan. 2023) 107473. 10.1016\/j.chb.2022.107473","DOI":"10.1016\/j.chb.2022.107473"},{"key":"e_1_3_3_2_27_2","doi-asserted-by":"publisher","unstructured":"Christoforos Mavrogiannis Francesca Baldini Allan Wang Dapeng Zhao Pete Trautman Aaron Steinfeld and Jean Oh. 2023. Core Challenges of Social Robot Navigation: A Survey. ACM Transactions on Human-Robot Interaction 12 3 (Sept. 2023) 1\u201339. 10.1145\/3583741","DOI":"10.1145\/3583741"},{"key":"e_1_3_3_2_28_2","doi-asserted-by":"publisher","unstructured":"Nicole Mirnig Gerald Stollnberger Markus Miksch Susanne Stadler Manuel Giuliani and Manfred Tscheligi. 2017. To Err Is Robot: How Humans Assess and Act toward an Erroneous Social Robot. Frontiers in Robotics and AI 4 (May 2017) 21. 10.3389\/frobt.2017.00021","DOI":"10.3389\/frobt.2017.00021"},{"key":"e_1_3_3_2_29_2","doi-asserted-by":"publisher","DOI":"10.1109\/RO-MAN53752.2022.9900860"},{"key":"e_1_3_3_2_30_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-25554-5_57"},{"key":"e_1_3_3_2_31_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-70022-9_5"},{"key":"e_1_3_3_2_32_2","doi-asserted-by":"publisher","DOI":"10.1145\/2696454.2696497"},{"key":"e_1_3_3_2_33_2","unstructured":"Satragni Sarkar Dejanira Araiza-Illan and Kerstin Eder. 2017. Effects of Faults Experience and Personality on Trust in a Robot Co-Worker. http:\/\/arxiv.org\/abs\/1703.02335 arXiv:https:\/\/arXiv.org\/abs\/1703.02335 [cs]."},{"key":"e_1_3_3_2_34_2","doi-asserted-by":"publisher","DOI":"10.1109\/HRI.2019.8673169"},{"key":"e_1_3_3_2_35_2","doi-asserted-by":"publisher","DOI":"10.1145\/3395035.3425245"},{"key":"e_1_3_3_2_36_2","doi-asserted-by":"publisher","unstructured":"Leimin Tian and Sharon Oviatt. 2021. A Taxonomy of Social Errors in Human-Robot Interaction. ACM Transactions on Human-Robot Interaction 10 2 (June 2021) 1\u201332. 10.1145\/3439720","DOI":"10.1145\/3439720"},{"key":"e_1_3_3_2_37_2","doi-asserted-by":"publisher","DOI":"10.1145\/3319502.3374793"},{"key":"e_1_3_3_2_38_2","doi-asserted-by":"publisher","DOI":"10.1145\/3136755.3136785"},{"key":"e_1_3_3_2_39_2","unstructured":"Daniel Ullman and Bertram\u00a0F Malle. 2019. MDMT: multi-dimensional measure of trust."},{"key":"e_1_3_3_2_40_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-47437-3_13"},{"key":"e_1_3_3_2_41_2","doi-asserted-by":"publisher","unstructured":"Kai\u00a0Chi Yam Yochanan\u00a0E. Bigman Pok\u00a0Man Tang Remus Ilies David De\u00a0Cremer Harold Soh and Kurt Gray. 2021. Robots at work: People prefer\u2014and forgive\u2014service robots with perceived feelings. Journal of Applied Psychology 106 10 (Oct. 2021) 1557\u20131572. 10.1037\/apl0000834","DOI":"10.1037\/apl0000834"},{"key":"e_1_3_3_2_42_2","doi-asserted-by":"publisher","unstructured":"Hongyan Yang Hong Xu Yan Zhang Yan Liang and Ting Lyu. 2022. Exploring the effect of humor in robot failure. Annals of Tourism Research 95 (July 2022) 103425. 10.1016\/j.annals.2022.103425","DOI":"10.1016\/j.annals.2022.103425"}],"event":{"name":"CHI EA '25: Extended Abstracts of the CHI Conference on Human Factors in Computing Systems","location":"Yokohama Japan","acronym":"CHI EA '25","sponsor":["SIGCHI ACM Special Interest Group on Computer-Human Interaction"]},"container-title":["Proceedings of the Extended Abstracts of the CHI Conference on Human Factors in Computing Systems"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3706599.3719739","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3706599.3719739","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,19]],"date-time":"2025-06-19T01:18:43Z","timestamp":1750295923000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3706599.3719739"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,4,25]]},"references-count":41,"alternative-id":["10.1145\/3706599.3719739","10.1145\/3706599"],"URL":"https:\/\/doi.org\/10.1145\/3706599.3719739","relation":{},"subject":[],"published":{"date-parts":[[2025,4,25]]},"assertion":[{"value":"2025-04-25","order":3,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}