Investigating Expectation Violations in Mobile Apps
Sherlock A. Licorish, Helen E. Owen, Bastin Tony Roy Savarimuthu and, Priyanka Patel

TL;DR
This study explores how users react to expectation violations in mobile apps by analyzing app reviews, revealing patterns of sanctions and developer targeting, and advancing theories on expectation violations in socio-technical systems.
Contribution
It applies content analysis and EVT/ECT to mobile app reviews to uncover patterns of sanctions and developer strategies, advancing expectation violation theories in this context.
Findings
Users respond with sanctions to unmet expectations.
Developers target specific market niches.
Users within an app domain show similar sanctions.
Abstract
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…
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Taxonomy
TopicsDigital Marketing and Social Media · Knowledge Management and Sharing · Technology Adoption and User Behaviour
