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arXiv 2201.02269cs.SEcs.CY
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调查移动应用程序中的预期违规行为

Investigating Expectation Violations in Mobile Apps

Sherlock A. Licorish, Helen E. Owen, Bastin Tony Roy Savarimuthu, Priyanka Patel

摘要:

信息技术和软件服务无处不在,占据了当代社会大多数方面的中心。这就产生了关于这类制度应如何运作的共同预期规范和期望,对违反这些期望的行为的适当惩罚,更重要的是,产生了关于如何减少违规行为和制裁后果的指标。违反期望的证据和随之而来的制裁存在于个人和团体用来建立新友谊、探索新想法以及为产品和服务提供反馈的一系列门户网站中。其中的见解可能会导致功能性的社会技术系统,以及在使用信息技术和软件服务时对人类行为(和交互)的普遍认识和预期。然而,有限的以前的工作已经检查了这些文物,以提供这些理解。为了促进这种理解和理论的进步,我们研究了移动应用程序中的期望违反,被认为是最具吸引力的社会技术系统之一。我们使用内容分析和期望违背理论(EVT)和期望确认理论(ECT)来探索特定应用程序领域的应用程序评论中的制裁证据和性质。我们的研究结果表明,当用户的应用程序不按预期工作时,用户会对违反预期的行为进行制裁,开发人员在应用程序域中提供服务时似乎会针对特定的市场利基,而应用程序域中的用户会对类似的制裁做出反应。我们为期望违背理论的发展做出了贡献,并为移动应用社区提供了实用的见解。

英文摘要:

Information technology and software services are pervasive, occupying the centre of most aspects of contemporary societies. This has given rise to commonly expected norms and expectations around how such systems should work, appropriate penalties for violating these expectations, and more importantly, indicators of how to reduce the consequences of violations and sanctions. Evidence for expectation violations and ensuing sanctions exists in a range of portals used by individuals and groups to start new friendships, explore new ideas, and provide feedback for products and services. Therein lies insights that could lead to functional socio-technical systems, and general awareness and anticipations of human actions (and interactions) when using information technology and software services. However, limited previous work has examined such artifacts to provide these understandings. To contribute to such understandings and theoretical advancement we study expectation violations in mobile apps, considered among the most engaging socio-technical systems. We used content analysis and expectancy violation theory (EVT) and expectation confirmation theory (ECT) to explore the evidence and nature of sanctions in app reviews for a specific domain of apps. Our outcomes show that users respond to expectation violation with sanctions when their app does not work as anticipated, developers seem to target specific market niches when providing services in an app domain, and users within an app domain respond with similar sanctions. We contribute to the advancement of expectation violation theories, and we provide practical insights for the mobile app community.

机构、总结、中文摘要均由AI分析而来,可能存在错误,请以论文正文为准。

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