Understanding the Effect of Expectation Disconfirmation on Trusting Intention in Human-AI Teams

Abstract

The presence of an AI teammate changes traditional collaboration dynamics found in human-human teams. Trust is especially important for human members of human-AI teams (HATs) to cope with changes in collaborative environments. However, little research focuses on trust development in HATs. The process of trust development can be viewed as a process of initial trust expectations being met or unmet. Drawing upon expectation disconfirmation theory, this study investigates how trust expectation disconfirmation influences trusting intention and willingness to work with the focal teammate (AI or human). Results indicate that as positive disconfirmation increases or negative disconfirmation decreases, individuals' trusting intention toward the human teammate will increase. However, both negative and positive disconfirmation is harmful to trusting intention toward the AI teammate. We also confirm the mediating effect of trusting intention on the impact of expectation disconfirmation on willingness to work with the focal teammate.