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Cited by 67Social Robot Interaction and HRISpeech and dialogue systemsAI in Service Interactions

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I'm sorry, Dave: i'm afraid i won't do that: social aspects of human-agent conflict

Takayama, Leila, Groom, Victoria, Nass, Clifford·2009·Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
DOI 10.1145/1518701.1519021
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Abstract

As computational agents become more sophisticated, it will frequently be necessary for the agents to disagree with users. In these cases, it might be useful for the agent to use politeness strategies that defuse the person's frustrations and preserve the human-computer relationship. One such strategy is distancing, which we implemented by spatially distancing an agent's voice from its body. In a 2 (agent disagreement: none vs. some) x 2 (agent voice location: on robotic body vs. in control box) between-participants experiment, we studied the effects of agent disagreement and agent voice location in a collaborative human-agent desert survival task (N=40). People changed their answers more often when agents disagreed with them and felt more similar to agents that always agreed with them, even when substantive content was identical. Strikingly, people felt more positively toward the disagreeing agent whose voice came from a separate control box rather than from its body; for agreement, the body-attached voice was preferred.

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Research works printed but not linked: 31

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Metadata

Authors
Takayama, L., Groom, V., & Nass, C.
Affiliations
  • Willow Garage, Menlo Park, CA, USA
  • Stanford University (US)
ORCID
Takayama, Leila
Venue
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Publisher
ACM
Published
2009-04-04
Pages
2099-2108
DOI
10.1145/1518701.1519021
OpenAlex
W2111633154
Cited by
67
References
2
Citations by year
2026: 2 · 2025: 6 · 2024: 5 · 2023: 3 · 2022: 7 · 2021: 5 · 2020: 3 · 2019: 5 · 2018: 4 · 2017: 1 · 2016: 2 · 2015: 4 · 2014: 5 · 2013: 4 · 2012: 3
FWCI
5.53
Type
conference paper
Language
en
Open access
closed
Licence
www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations
CHI Conference on Human Factors in Computing Systems (publishedVersion)
Funders
National Science Foundation
Topics
  • Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
  • Physical Sciences › Computer Science › Artificial Intelligence › Speech and dialogue systems
  • Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Keywords
politeness strategies, distancing, human-computer interaction, user acceptance, collaborative tasks

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CoChat. (2026). Citation check: I'm sorry, Dave: i'm afraid i won't do that: social aspects of human-agent conflict. https://app.cochat.ai/papers/10.1145/1518701.1519021
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Takayama, L., Groom, V., & Nass, C. (2009). I'm sorry, Dave: i'm afraid i won't do that: social aspects of human-agent conflict. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems. https://doi.org/10.1145/1518701.1519021