How expectancy violations facilitate learning to cope with pain – An experimental approach

Background: Expectations of painful sensations constitute a core feature of chronic pain. An important clinical question is whether such expectations are revised when disconfirming experiences are made (e.g., less pain than expected). The present study examined how people adjust their pain expectations when the experience of decreasing pain is expected vs. unexpected. Methods: In a novel experimental paradigm, people who frequently experience pain (N=73) were provided with painful thermal stimulations. Unbeknownst to participants, the temperature applied was decreased from trial to trial. Based on the experimental instructions provided, this experience of decreasing pain was expected in one condition (expectation-confirmation), whereas it was unexpected in another (expectation-disconfirmation). Results: Expectation violations were higher in the expectation-disconfirmation condition than in the expectation-confirmation condition, F(1, 69) = 6.339, p = .014, ηp² = .084. Participants from the expectation-confirmation condition showed a greater adjustment of their pain expectations than the expectation-disconfirmation condition, F(1.666, 114.929) = 7.486, p = .002, ηp² = .098. Across groups, expectation adjustment was related to increases in pain tolerance (r = .342, p = .004) and the ability to cope with pain (r = .234, p = .045) at a one-week follow-up. Conclusions: Participants were more likely to adjust their pain expectations when the experience of decreasing pain was expected. Though participants who experienced large discrepancies between expected and experienced pain were hesitant to adjust their pain expectations immediately, experiencing expectation violations increased their ability to cope with pain one week later, suggesting some beneficial longer-term effects of expectation violations.

“Toxic atmosphere effect”: Uncivil online comments cue negative audience perceptions of news outlet credibility

Uncivil user comments have been found to have a negative effect on how people perceive an issue featured in the news, a news story, or a journalist who reports a news story. To advance this line of research, we draw on expectancy violations theory and the concept of heuristic cues to theorize the toxic atmosphere effect. We theorize that incivility in online comment threads could pose an even larger challenge to news organizations by cuing news audience members to perceive an entire news outlet—not just an individual story—as lacking in credibility. Based on two experiments in the United States (Study 1, n = 520; Study 2, n = 1056), we show that exposure to incivility can lead people to perceive a news outlet as less credible even though the incivility did not directly attack the news outlet. Such effects hold true even when people are exposed to comment threads in which the first several comments are civil. Democratic and business implications are discussed.

What happened when? Brain and behavioral responses to violated expectations about the structure and content of episodic memories

Episodic memories are not static but can be modified on the basis of new experiences, potentially allowing us to make valid predictions in the face of an ever-changing environment. Recent research has identified mnemonic prediction errors as a possible trigger for such modifications. In the present study, we investigated the influence of different types of mnemonic prediction errors on brain activity and subsequent memory performance using a novel paradigm for episodic modification. Participants encoded different episodes which consisted of short toy stories. During a subsequent functional magnetic resonance imaging (fMRI) session, episodic retrieval was cued by presenting videos showing the original episodes, or modified versions thereof. In modified videos either the order of two subsequent action steps was changed (violating structure expectancy) or an object was exchanged for another (violating content expectancy). While brain responses to structure expectancy violations were only subtle, content expectancy violations recruited brain areas relevant for processing of new object information. In a post-fMRI memory test, the participants' tendency to accept modified episodes as originally encoded increased significantly when they had experienced expectancy violations during the fMRI session. Our study provides valuable initial insights into the neural processing of different types of mnemonic prediction errors and their influence on subsequent memory.

It is the same headline, just not as believable: The role of expectancy violations in perceptions about news attributed to multiple sources

Expectancy violations play important roles as heuristics in communication processes, yet prior research has focused more on incongruence between (news) sources and messages rather than assessing expectation levels as a mechanism for variations in message believability. An online experiment indicated that news headline believability for both a prominent daily newspaper and a religion news wire service was largely determined by an interaction between source trust and the extent to which news consumers were surprised of the headline’s origin.

What Will Affect the Diffusion of AI Agents?

For billions of people, the threat of the Novel Coronavirus SARS-CoV-2 and its variants has precipitated the adoption of new behaviors. Pandemics are radical events that disrupt the gradual course of societal change, offering the possibility that some rapidly adopted innovations will persist in use past the time period of the event and, thus, diffuse more rapidly than in the absence of such an event. Human-machine communication includes a range of technologies with which many of us have quickly become more familiar due to stay-athome orders, distancing, workplace closures, remote instruction, home-bound entertainment, fear of contracting COVID-19, and boredom. In this commentary I focus on Artificial Intelligence (AI) agents, and specifically chatbots, in considering the factors that may affect chatbot diffusion. I consider anthropomorphism and expectancy violations, the characteristics of chatbots, business imperatives, millennials and younger users, and from the user perspective, uses and gratifications.

How Moral Expectancy Violations Influence Audiences’ Affective Dispositions Toward Characters

Affective disposition theory (ADT) explains that the moral judgments of character behavior inform dispositions toward characters. These dispositions bias moral judgments of characters’ subsequent behaviors and establish behavioral expectations. We used expectancy violations theory to help specify people’s dispositions toward characters. In study 1, we modified the footbridge dilemma to develop experimental stimuli and predictions. Studies 2 and 3 observed the disposition formation process longitudinally and validated our stimulus: a custom-built visual novel. Study 4 tested our predictions. Studies 2 through 4 used pre-registered hypotheses, sampling, and data analyses. Results demonstrated that the current disposition (positive vs. negative) changes how a novel (im)moral behavior affects that disposition. Schema-violating behaviors provoked larger mean differences in participants’ dispositions toward protagonists compared to antagonists. Specifically, people were hyper-scrutinous of moral paragons and entrenched despised characters in moral skepticism. Additionally, we observed differences in dispositions toward characters who did not act when they could (inaction).

EXPRESS: Blame the Bot: Anthropomorphism and Anger in Customer-Chatbot Interactions

Chatbots have become common in digital customer service contexts across many industries. While many companies choose to humanize their customer service chatbots (e.g., giving them names and avatars), little is known about how anthropomorphism influences customer responses to chatbots in service settings. Across five studies, including an analysis of a large real-world dataset from an international telecommunications company and four experiments, the authors find that when customers enter a chatbot-led service interaction in an angry emotional state, chatbot anthropomorphism has a negative effect on customer satisfaction, overall firm evaluation, and subsequent purchase intentions. However, this is not the case for customers in non-angry emotional states. The authors uncover the underlying mechanism driving this negative effect (expectancy violations caused by inflated pre-encounter expectations of chatbot efficacy) and offer practical implications for managers. These findings suggest it is important to both carefully design chatbots and consider the emotional context in which they are used, particularly in customer service interactions that involve resolving problems or handling complaints.

Expectancy violation in a Facebook group: What is your response?

PurposeFacebook groups provide a forum for members to post content and engage with others through comments. Sometimes members behave poorly and violate the expectations of group members. In this study, the authors build a research framework based on expectancy violation theory (EVT) to predict and better understand the behaviour and responses of members when faced with violations in their groups.Design/methodology/approachFacebook group members completed surveys regarding their interactions in social media groups. The independent variable predictors in the study were categorized by personal characteristics, relationship characteristics and group characteristics. Participants also identified expectancy violations they had encountered (either severe or mild) and identified how they would react to the two types of violations. Regression models were developed for severe and mild violations.FindingsThe regression models show that personal characteristics such as age, gender and marital status; relationship characteristics such as their social media usage frequency and their social media engagement level; group characteristics such as anonymity of users and purpose of the group as well as the perceived severity of the violation influence how a member will respond to the expectancy violation.Originality/valueThe research study extends the existing expectancy violation literature by providing a comprehensive framework to predict how users will react to negative expectancy violations. This study also has practical implications for how group administrators might manage expectancy violations.

Expectancy Violation and COVID-19 Misinformation: A Comment on Bogomoletc and Lee's “Frozen Meat Against COVID-19 Misinformation: An Analysis of Steak-umm and Positive Expectancy Violations”

The social media account for Steak-umm, a frozen food product, achieved notoriety in 2020 for its messages about how to evaluate the quality of information. Bogomoletc and Lee proposed that the positive reaction to these messages being posted by a brand account resulted from expectancy violations and verified their idea with an analysis of 1,000 randomly selected tweets responding to Steak-umm's tweets. This comment responds to their work from a public health perspective and asks whether the expectancies that were violated were also those of nonscientists in general, allowing the tweets to serve as relief amidst a cavalcade of misinformation about COVID-19.