Human reactions to technological failure: How accidents rooted in technology vs. human error influence judgments of organizational accountability

Two experiments examine how the identification of technology as a causal factor in an organizational accident influences judgments of organizational accountability. In study 1, organizations were found to be held less accountable for their actions when a misfortune was rooted in a computer error than when rooted in human error. The predicted mechanism for this effect, counterfactual thinking, was confirmed. Specifically, technologically induced accidents were found to generate fewer counterfactual thoughts of better possible outcomes than similar accidents resulting from human error. Study 2 replicated the findings of study 1 in a more natural setting and using a less intrusive measure for counterfactual thoughts.