AI · Review of empirical research across multiple disciplines over the preceding 20 years; framework synthesis.
Human Trust in Artificial Intelligence: Review of Empirical Research
Academy of Management Annals · 2020
Summary
Tangibility, transparency, reliability, and immediacy behaviors support cognitive trust, while anthropomorphism is especially relevant to emotional trust; representation and machine intelligence are important antecedents.
For your marketing
Possible founder application
Instrument trust as a product outcome: provide transparency and reliability signals, design appropriate immediacy and representation, and validate trust in longitudinal customer workflows rather than one-off demos.
Reported result
What the study found
Tangibility, transparency, reliability, and immediacy behaviors support cognitive trust, while anthropomorphism is especially relevant to emotional trust; representation and machine intelligence are important antecedents.
Research question
What the authors investigated
What empirical research explains how humans develop cognitive and emotional trust in AI?
Design
Review of empirical research across multiple disciplines over the preceding 20 years; framework synthesis.
Sample and setting
Reviewed studies across robot, virtual, and embedded AI representations; the abstract does not report a single numeric corpus size.
Scope and transfer
Limitations to keep in view
The reviewed evidence uses diverse trust measures and over-relies on short-term, small-sample, experimental studies rather than longer-term, high-stakes field environments.
Research sources
The fetched Technion repository abstract explicitly supports the review scope, trust antecedents, findings, and limitations; AOM supplies the authoritative publisher landing page and DOI. Firecrawl research job 01a14366-d263-71d0-bc44-b95482987b7b returned this citation and metadata.