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| title | chunk | source | category | tags | date_saved | instance |
|---|---|---|---|---|---|---|
| Expectancy violations theory | 8/17 | https://en.wikipedia.org/wiki/Expectancy_violations_theory | reference | science, encyclopedia | 2026-05-05T10:06:53.972000+00:00 | kb-cron |
=== Human-Technology Interaction with AI and Chatbots === Researchers found that the communication style of chatbots can influence consumers' satisfaction, trust, and engagement in the context of service failure. This is demonstrated through interactions with social-oriented communication-style chatbots, which elevate the level of consumers' interaction satisfaction and behavioral intention. This study examined how the communication style of chatbots influences consumers' satisfaction, trust, and engagement in the context of service failure. Additionally, when consumers' expectations are violated to a higher level, chatbots using a socially oriented (vs. task-oriented) communication style are more likely to incite higher interaction satisfaction, trust, and patronage intention. Another study about chatbot interactions examined the opposing effects of response time in human-chatbot interaction. It was found that experienced users may find a delayed response time irritating because they are aware that a chatbot can answer instantly. The results also reveal that social presence, or the feeling of being there, mediates the effect of chatbot response time on usage intentions (the willingness of a person to use a particular product, service, or system). It was also found that when perceived social presence is low, skilled users have a higher usage intention than novice users. This means that users will use it more often because of the direct answers rather than high social presence. Researchers Deng Zhaohua, Song Dan, and Evans Richard conducted a study exploring the effects of estimated accuracy and the actual performance of AI systems on human-AI collaboration. They found that humans over trust low-performing AI systems and distrust high-performing ones. As a result, the misplaced trust reduces human-AI collaboration performance by weakening the complementarity between humans and AI. Although humans are more likely to follow the suggestions of AI systems and contribute less human knowledge when they know they are cooperating with an AI system that has high estimated accuracy. There are two specific studies that focus on the effects that smartphones have on our face-to-face conversations. One study done by Stevic, Liftinger, and Matthes in 2025. This study had a heavy focus on the relationship between men and women in relationships. They found that the presence of smartphones in the midst of a conversation with significant others, had poor effects on the connection of the couple, the quality of the conversation, and appropriateness. Selak, Merkaš, and Ivanković, studied parents and their children in a similar way. Their 2025 study consisted of four waves. They found that parents using smartphones while interacting with their children causes problems with the children's emotions and behavior. It also had a large effect on their "subjective well-being". Herwandito, Pawito, Utari, and Hastjarjo completed a study in 2024 that consisted of measuring one's behavior in text-based communication. It concentrates heavily on expectancy violations in relationships, specifically online violations. They argue that technological advances have changed human responses to expectancy violation. However, there is also a study that comes from Vidanalage, Lee, Hermans, Engelhard, Scheveneels, and Meyerbröker in 2025 that address the productive uses of virtual reality. They wanted to see the effects of virtual reality on adolescents and their social anxiety. They did not have a sure conclusion about the use of VR for adolescents, but it did show to help reduce social anxiety in adults. Reducing social anxiety is linked to uncertainty reduction and expectancy violation theory.
==== Culture Misunderstandings, Online Interaction/Communication ==== In an online interaction study on the effects of observer expectations on judgements of anti-Asian hate tweets and online activism responses, researchers found the following results. Results showed the Republicans held stronger anti-Asian attitudes than Democrats and were more likely to blame China for the pandemic. Furthermore, political conservatives found online hate content less offensive and disturbing than political liberals did. The more non-prototypical, or unexpected, a source appeared to the observer, the greater their subsequent judgments of speech act offensiveness and intention to engage in online activism. A study on expectancy violation and discontinuance behavior in live streaming commerce explored human interaction with virtual streamers. Users' gamification interaction expectation violations could positively affect their psychological experience in negative behavioral outcomes. In addition, anthropomorphism increases customers' expectations about a chatbot's performance capabilities, resulting in expectancy violations. Consumers tend to interact with virtual streamers, particularly because of their anthropomorphic qualities. However, when consumers' beliefs fail to align with their expectations-i.e., when a negative expectancy violation occurs-their affective states are negatively impacted. In 2023, a study titled Examining Direct Sales as a Violation of Friendship Expectations on WeChat was conducted. WeChat users perceive their friends' selling behaviors as a violation of their friendships. However, participants generally considered the violation to be moderately unexpected. Additionally, the type of relationship was found to affect the expectedness, but not the importance or valence, of the violation. Perceived expectancy can be influenced by three factors: communicator characteristics, relationship characteristics, and contextual characteristics.