ABSTRACT Using expectancy violations theory, this study examined how the communication of unexpected feedback messages evoke emotional responses. A convenience sample (N = 309) reported instances of unexpected feedback within the last month. Results showed that receipt of the feedback message types were considered moderate-to-high violations. Violation expectedness and valence were negatively associated with the emotional responses, but violation importance was positively associated with the emotional responses. Finally, hurt and anger (but not surprise) were positively linked to perceptions of relational damage between the message sender and receiver. Taken together, our study demonstrates that expectancy violations are connected to emotions and relational outcomes.

中文翻译：

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反馈消息后对预期违规的情绪反应带来惊喜，伤害和愤怒

摘要本研究使用预期违规理论，研究了意料之外的反馈信息的交流如何引起情感反应。便利样本（N = 309）报告了上个月内发生意外反馈的情况。结果表明，收到的反馈消息类型被视为中度到高度违规。违反预期和效价与情绪反应呈负相关，而违反重要性与情绪反应呈正相关。最后，伤害和愤怒（但并不令人惊讶）与消息发送者和接收者之间的关系损害的感知正相关。两者合计，我们的研究表明，预期违规与情绪和相关结果有关。