Communications of the ACM
The researcher's dilemma: evaluating trust in computer-mediated communication
International Journal of Human-Computer Studies - Special issue: Trust and technology
Self-selection, slipping, salvaging, slacking, and stoning: the impacts of negative feedback at eBay
Proceedings of the 6th ACM conference on Electronic commerce
The mechanics of trust: a framework for research and design
International Journal of Human-Computer Studies
From theory to practice: forgiveness as a mechanism to repair conflicts in CMC
iTrust'06 Proceedings of the 4th international conference on Trust Management
Recovering trust and avoiding escalation: an overlooked design goal of social systems
CHI '08 Extended Abstracts on Human Factors in Computing Systems
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This paper addresses what kind of system allows the victim of a trust breakdown to fairly assess an unintentional offender who is also a benevolent member. Two systems were compared: a system that displayed the offender's unblemished reputation score as obtained in previous interactions with other members, and a system that also had a communication channel which displayed the offender's expressed apology and regret over the offence. The findings of this study suggest that the system which also endorses apology, as well as records reputation, allows the victim to recover his/her trust in the unintentional offender. However, trust is repaired only when the offender validates the apology with a reparative action.