The role of social support in human-automation interaction
本文从理论上探讨了自动化系统提供社会支持的可能性、类型及其对绩效的影响，并提出了自动化支持的分类体系，适合研究人机协作与组织行为的学者参考。
This theoretical article examines the concept of social support in the context of human-automation interaction, outlining several critical issues. We identified several factors that we expect to influence the consequences of social support and to what extent it is perceived as appropriate (e.g. provider possibilities, recipient expectations), notably regarding potential threats to self-esteem. We emphasise the importance of performance (including extra-role performance) as a potential outcome, whereas previous research has primarily concentrated on health and well-being. We discuss to what extent automation may provide different types of social support (e.g. emotional, instrumental), and how it differs from human support. Finally, we propose a taxonomy of automated support, arguing that source of support is not a binary concept. We conclude that more empirical work is needed to examine the multiple effects of social support for core performance indicators and extra-role performance and emphasise that there are ethical questions involved.