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Negative feedback from robots is received better than that from humans: The effect of feedback on human–robot trust and collaboration

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  • Xuan, Hongzhou
  • He, Guibing

Abstract

Intelligent robots continue to transcend their traditional roles as mere tools, evolving to actively engage in collaborative teamwork. Feedback from teammates is a critical component of effective team dynamics. This research investigates how feedback source (robot vs. human teammate) affects behavioral trust and intention for future collaboration through a functional task (Study 1) and a social task (Study 2). It further examines the mediating role of feedback acceptance and the moderating effect of feedback valence (positive vs. negative). The findings reveal that negative feedback from a robot teammate, compare to that from a human teammate, leads to a higher feedback acceptance, which further fosters greater behavioral trust and intention for future collaboration toward the robot. However, the source of positive feedback, whether from a robot or a human teammate, causes no significant differences in recipients’ responses. This research delineates the potential advantages of future robot colleagues in delivering negative feedback.

Suggested Citation

  • Xuan, Hongzhou & He, Guibing, 2025. "Negative feedback from robots is received better than that from humans: The effect of feedback on human–robot trust and collaboration," Journal of Business Research, Elsevier, vol. 193(C).
    • Handle: RePEc:eee:jbrese:v:193:y:2025:i:c:s0148296325001560
    DOI: 10.1016/j.jbusres.2025.115333
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