Abstract The field of animal-computer interfaces has a longer history than one might at first suppose. In this Introduction, I first discuss some of the early attempts to integrate computers into the study of animal cognition, communication, and behavior and how they provided the groundwork for subsequent research in nonhuman-computer interfaces . I then summarize the various contributions to this special issue, emphasizing how they provide a snapshot into the current state of the field. I close by emphasizing the value of this work but also by suggesting some potential pitfalls of which we must also be aware.
{"title":"Animal-computer interfaces","authors":"Irene M. Pepperberg","doi":"10.1075/is.23018.pep","DOIUrl":"https://doi.org/10.1075/is.23018.pep","url":null,"abstract":"Abstract The field of animal-computer interfaces has a longer history than one might at first suppose. In this Introduction, I first discuss some of the early attempts to integrate computers into the study of animal cognition, communication, and behavior and how they provided the groundwork for subsequent research in nonhuman-computer interfaces . I then summarize the various contributions to this special issue, emphasizing how they provide a snapshot into the current state of the field. I close by emphasizing the value of this work but also by suggesting some potential pitfalls of which we must also be aware.","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":"1 2","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135821301","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract The numerous systems designed to facilitate animals’ use of computers often are specific to the animals involved, their unique context, and the applications – enrichment among them. Hence, several development methods have arisen in parallel, largely transposed from the human-computer interaction (HCI) domain. In light of that prior work, the paper presents a step-by-step guide for iteratively designing and constructing interactive computers for animals, informed by the rich history of HCI yet applying animal-centred principles, to enrich animal-computer interaction. For each stage in the iterative design (requirements, ideation, prototyping, and testing), the author reflects on real-world experience of building interactive devices for various animals. The paper concludes with overarching considerations vital for future practice of developing interactive computers for animals. Thus, it serves as a valuable reference and information source for researchers designing novel computer systems for animals.
{"title":"Systematic iterative design of interactive devices for animals","authors":"Ilyena Hirskyj-Douglas","doi":"10.1075/is.22045.hir","DOIUrl":"https://doi.org/10.1075/is.22045.hir","url":null,"abstract":"Abstract The numerous systems designed to facilitate animals’ use of computers often are specific to the animals involved, their unique context, and the applications – enrichment among them. Hence, several development methods have arisen in parallel, largely transposed from the human-computer interaction (HCI) domain. In light of that prior work, the paper presents a step-by-step guide for iteratively designing and constructing interactive computers for animals, informed by the rich history of HCI yet applying animal-centred principles, to enrich animal-computer interaction. For each stage in the iterative design (requirements, ideation, prototyping, and testing), the author reflects on real-world experience of building interactive devices for various animals. The paper concludes with overarching considerations vital for future practice of developing interactive computers for animals. Thus, it serves as a valuable reference and information source for researchers designing novel computer systems for animals.","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":"36 130","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135820847","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract There is a strong disconnect between humans and other species in our societies. Zoos particularly expose this disconnect by displaying the asymmetry between visitors in search of entertainment, and animals often suffering from a lack of meaningful interactions and natural behaviors. In zoos, many species are unable to mate, raise young, or exhibit engagement behaviors. Enrichment is a way to enhance their quality of life, enabling them to express natural behaviors and reducing stereotypies. Prior work on sound-based enrichment and interactivity suggest that a better understanding of animals’ sensory needs and giving them options to shape their surroundings can yield substantial benefits. However, current zoo management and conservation practices lack tools and frameworks to leverage innovative technology to improve animal well-being and zookeepers’ ability to care for them. Ethical considerations are called for in developing such interventions as human understanding of animals’ worlds is still limited, and assumptions can have detrimental consequences. Based on several interventions, four principles are proposed to guide a more systematic implementation of sonic enrichment in zoos. The goal is to lay the groundwork for the design of the zoos of the future, with a focus on sounds, for the benefit of the animals.
{"title":"Sonic enrichment at the zoo","authors":"Rébecca Kleinberger","doi":"10.1075/is.22044.kle","DOIUrl":"https://doi.org/10.1075/is.22044.kle","url":null,"abstract":"Abstract There is a strong disconnect between humans and other species in our societies. Zoos particularly expose this disconnect by displaying the asymmetry between visitors in search of entertainment, and animals often suffering from a lack of meaningful interactions and natural behaviors. In zoos, many species are unable to mate, raise young, or exhibit engagement behaviors. Enrichment is a way to enhance their quality of life, enabling them to express natural behaviors and reducing stereotypies. Prior work on sound-based enrichment and interactivity suggest that a better understanding of animals’ sensory needs and giving them options to shape their surroundings can yield substantial benefits. However, current zoo management and conservation practices lack tools and frameworks to leverage innovative technology to improve animal well-being and zookeepers’ ability to care for them. Ethical considerations are called for in developing such interventions as human understanding of animals’ worlds is still limited, and assumptions can have detrimental consequences. Based on several interventions, four principles are proposed to guide a more systematic implementation of sonic enrichment in zoos. The goal is to lay the groundwork for the design of the zoos of the future, with a focus on sounds, for the benefit of the animals.","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135821694","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Sébastien Derégnaucourt, Alice Araguas, Bahia Guellaï
Abstract Birds produce different types of sounds in different contexts such as begging for food in youngsters, alerting to a danger, defending a territory or attracting a sexual partner. About half of the bird species are able to transform their vocalizations through imitation, improvisation or invention of sounds. Here we review the different experimental procedures that have been used to study the learning capacities of birds in the vocal domain and in the auditory domain, with a particular emphasis on recent technological developments. Nowadays, it is possible to record individual vocalizations of birds living in social groups or to record continuously the vocal ontogeny of birdsong. In conditioning experiments, new paradigms have successfully replaced food rewards with a socio-sexual reward. It is possible to engage in vocal interactions with a bird using dedicated computer systems. In both the laboratory and more recently in the field, different techniques have been used to train young oscine songbirds to learn from acoustic models. The use of virtual social environments and robots as social agents are also promising avenues. All together, these new techniques will permit researchers to explore more deeply the umwelt of bird species.
{"title":"Technological advances for getting insight into the learning capacities of birds in the vocal domain","authors":"Sébastien Derégnaucourt, Alice Araguas, Bahia Guellaï","doi":"10.1075/is.22043.der","DOIUrl":"https://doi.org/10.1075/is.22043.der","url":null,"abstract":"Abstract Birds produce different types of sounds in different contexts such as begging for food in youngsters, alerting to a danger, defending a territory or attracting a sexual partner. About half of the bird species are able to transform their vocalizations through imitation, improvisation or invention of sounds. Here we review the different experimental procedures that have been used to study the learning capacities of birds in the vocal domain and in the auditory domain, with a particular emphasis on recent technological developments. Nowadays, it is possible to record individual vocalizations of birds living in social groups or to record continuously the vocal ontogeny of birdsong. In conditioning experiments, new paradigms have successfully replaced food rewards with a socio-sexual reward. It is possible to engage in vocal interactions with a bird using dedicated computer systems. In both the laboratory and more recently in the field, different techniques have been used to train young oscine songbirds to learn from acoustic models. The use of virtual social environments and robots as social agents are also promising avenues. All together, these new techniques will permit researchers to explore more deeply the umwelt of bird species.","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":"40 12","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135869098","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Human–Human and Human–Robot Interaction are known to be influenced by a variety of modalities and parameters. Nevertheless, it remains a challenge to anticipate how a given mobile robot’s navigation and appearance will impact how it is perceived by humans. Drawing a parallel with vocal prosody, we introduce the notion of movement prosody, which encompasses spatio-temporal and appearance dimensions which are involved in a person’s perceptual experience of interacting with a mobile robot. We design a novel robot motion corpus, encompassing variables related to the kinematics, gaze, and appearance of the robot, which we hypothesize are involved in movement prosody. Initial results of three perception experiments suggest that these variables have significant influences on participants’ perceptions of robot socio-affects and physical attributes.
{"title":"From vocal prosody to movement prosody, from HRI to understanding\u0000 humans","authors":"Philip Scales, Véronique Aubergé, O. Aycard","doi":"10.1075/is.22010.sca","DOIUrl":"https://doi.org/10.1075/is.22010.sca","url":null,"abstract":"\u0000 Human–Human and Human–Robot Interaction are known to be\u0000 influenced by a variety of modalities and parameters. Nevertheless, it remains a\u0000 challenge to anticipate how a given mobile robot’s navigation and appearance\u0000 will impact how it is perceived by humans. Drawing a parallel with vocal\u0000 prosody, we introduce the notion of movement prosody, which encompasses\u0000 spatio-temporal and appearance dimensions which are involved in a person’s\u0000 perceptual experience of interacting with a mobile robot. We design a novel\u0000 robot motion corpus, encompassing variables related to the kinematics, gaze, and\u0000 appearance of the robot, which we hypothesize are involved in movement prosody.\u0000 Initial results of three perception experiments suggest that these variables\u0000 have significant influences on participants’ perceptions of robot socio-affects\u0000 and physical attributes.","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":" ","pages":""},"PeriodicalIF":1.5,"publicationDate":"2023-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42195576","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Jennifer M. Cunha, I. Hirskyj-Douglas, Rébecca Kleinberger, S. Clubb, L. Perry
Symbolic representation acquisition is the complex cognitive process consisting of learning to use a symbol to stand for something else. A variety of non-human animals can engage in symbolic representation learning. One particularly complex form of symbol representation is the associations between orthographic symbols and speech sounds, known as grapheme–phoneme correspondence. To date, there has been little evidence that animals can learn this form of symbolic representation. Here, we evaluated whether an Umbrella cockatoo (Cacatua alba) can learn letter-speech correspondence using English words. The bird-participant was trained with phonics instruction and then tested on pairs of index cards while the experimenter spoke the word. The words were unknown to the bird and the experimenter was blinded to the correct card position. The cockatoo’s accuracy (M = 71%) was statistically significant. Further, we found a strong correlation between the bird’s word-identification success and the number of overlapping letters between words, where the more overlapping letters between words, the more likely the cockatoo answered incorrectly. Our results strongly suggest that parrots may have the ability to learn grapheme–phoneme correspondences.
{"title":"Grapheme–phoneme correspondence learning in parrots","authors":"Jennifer M. Cunha, I. Hirskyj-Douglas, Rébecca Kleinberger, S. Clubb, L. Perry","doi":"10.1075/is.22040.cun","DOIUrl":"https://doi.org/10.1075/is.22040.cun","url":null,"abstract":"\u0000 Symbolic representation acquisition is the complex cognitive process consisting of learning to use a symbol to\u0000 stand for something else. A variety of non-human animals can engage in symbolic representation learning. One particularly complex\u0000 form of symbol representation is the associations between orthographic symbols and speech sounds, known as grapheme–phoneme \u0000 correspondence. To date, there has been little evidence that animals can learn this form of symbolic representation. Here, we\u0000 evaluated whether an Umbrella cockatoo (Cacatua alba) can learn letter-speech correspondence using English words.\u0000 The bird-participant was trained with phonics instruction and then tested on pairs of index cards while the experimenter spoke the\u0000 word. The words were unknown to the bird and the experimenter was blinded to the correct card position. The cockatoo’s accuracy\u0000 (M = 71%) was statistically significant. Further, we found a strong correlation between the bird’s\u0000 word-identification success and the number of overlapping letters between words, where the more overlapping letters between words,\u0000 the more likely the cockatoo answered incorrectly. Our results strongly suggest that parrots may have the ability to learn\u0000 grapheme–phoneme correspondences.","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":" ","pages":""},"PeriodicalIF":1.5,"publicationDate":"2023-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43216379","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Jemma Forman, L. Brown, H. Root-Gutteridge, G. Hole, Raffaela Lesch, K. Pisanski, D. Reby
Pet-directed speech (PDS) is often produced by humans when addressing dogs. Similar to infant-directed speech, PDS is marked by a relatively higher and more modulated fundamental frequency (f 0) than is adult-directed speech. We tested the prediction that increasing eye size in dogs, one facial feature of neoteny (juvenilisation), would elicit exaggerated prosodic qualities or pet-directed speech. We experimentally manipulated eye size in photographs of twelve dog breeds by −15%, +15% and +30%. We first showed that dogs with larger eyes were indeed perceived as younger. We then recorded men and women speaking towards these photographs, who also rated these images for cuteness. Linear mixed-effects models demonstrated that increasing eye size by 15% significantly increased pitch range (f 0 range) and variability (f 0CV) among women only. Cuteness ratings did not vary with eye size, due to a possible ceiling effect across eye sizes. Our results offer preliminary evidence that large eyes can elicit pet-directed speech and suggest that PDS may be modulated by perceived juvenility rather than cuteness. We discuss these findings in the context of inter-species vocal communication.
{"title":"The Puss in Boots effect","authors":"Jemma Forman, L. Brown, H. Root-Gutteridge, G. Hole, Raffaela Lesch, K. Pisanski, D. Reby","doi":"10.1075/is.22032.for","DOIUrl":"https://doi.org/10.1075/is.22032.for","url":null,"abstract":"\u0000 Pet-directed speech (PDS) is often produced by humans when\u0000 addressing dogs. Similar to infant-directed speech, PDS is marked by a\u0000 relatively higher and more modulated fundamental frequency\u0000 (f\u0000 0) than is adult-directed speech. We tested\u0000 the prediction that increasing eye size in dogs, one facial feature of neoteny\u0000 (juvenilisation), would elicit exaggerated prosodic qualities or pet-directed\u0000 speech. We experimentally manipulated eye size in photographs of twelve dog\u0000 breeds by −15%, +15% and +30%. We first showed that dogs with larger eyes were\u0000 indeed perceived as younger. We then recorded men and women speaking towards\u0000 these photographs, who also rated these images for cuteness. Linear\u0000 mixed-effects models demonstrated that increasing eye size by 15% significantly\u0000 increased pitch range (f\u0000 0 range) and variability\u0000 (f\u0000 0CV) among women only. Cuteness ratings did\u0000 not vary with eye size, due to a possible ceiling effect across eye sizes. Our\u0000 results offer preliminary evidence that large eyes can elicit pet-directed\u0000 speech and suggest that PDS may be modulated by perceived juvenility rather than\u0000 cuteness. We discuss these findings in the context of inter-species vocal\u0000 communication.","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":"1 1","pages":""},"PeriodicalIF":1.5,"publicationDate":"2023-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42094083","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Adult-infant early dyadic interactions have been extensively explored by developmental psychologists. Around the age of 2 months, infants already demonstrate complex, delicate and very sensitive behaviors that seem to express their ability to interact and share emotions with their caregivers. This paper presents 3 pilot studies of parent-infant dyadic interaction in various set-ups. The first two present longitudinal data collected on two infants aged between 1 and 6 months and their mothers. We analyzed the development of coordination between them, at the motor and at the vocal level. The 3rd pilot study aims to explore interpersonal coordination in both vocal behavior and motor activity for one infant and his mother at 2, 4 and 6 months. These pilot studies however leave a number of questions open concerning developmental changes and infants’ progressive mastery of interaction. We identify areas worth examining and try to tease out specific issues that may help develop new methodological pathways for the study of early naturalistic social interaction. We assume that a continuous, rather than discrete, approach would better capture the changes taking place in the various communicative modalities, while also displaying each dyad’s specificity and the narrative dimension of social engagement between infants and caregivers.
{"title":"Toward a multimodal and continuous approach of infant-adult\u0000 interactions","authors":"M. Jover, M. Gratier","doi":"10.1075/is.22041.jov","DOIUrl":"https://doi.org/10.1075/is.22041.jov","url":null,"abstract":"\u0000 Adult-infant early dyadic interactions have been extensively\u0000 explored by developmental psychologists. Around the age of 2 months, infants\u0000 already demonstrate complex, delicate and very sensitive behaviors that seem to\u0000 express their ability to interact and share emotions with their caregivers. This\u0000 paper presents 3 pilot studies of parent-infant dyadic interaction in various\u0000 set-ups. The first two present longitudinal data collected on two infants aged\u0000 between 1 and 6 months and their mothers. We analyzed the development of\u0000 coordination between them, at the motor and at the vocal level. The 3rd pilot\u0000 study aims to explore interpersonal coordination in both vocal behavior and\u0000 motor activity for one infant and his mother at 2, 4 and 6 months. These pilot\u0000 studies however leave a number of questions open concerning developmental\u0000 changes and infants’ progressive mastery of interaction. We identify areas worth\u0000 examining and try to tease out specific issues that may help develop new\u0000 methodological pathways for the study of early naturalistic social interaction.\u0000 We assume that a continuous, rather than discrete, approach would better capture\u0000 the changes taking place in the various communicative modalities, while also\u0000 displaying each dyad’s specificity and the narrative dimension of social\u0000 engagement between infants and caregivers.","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":" ","pages":""},"PeriodicalIF":1.5,"publicationDate":"2023-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46398119","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
M. Chetouani, E. Briefer, Angela Dassow, R. Marxer, Roger K. Moore, Nicolas Obin, D. Stowell
{"title":"Vocal interactivity in-and-between humans, animals and robots","authors":"M. Chetouani, E. Briefer, Angela Dassow, R. Marxer, Roger K. Moore, Nicolas Obin, D. Stowell","doi":"10.1075/is.00016.che","DOIUrl":"https://doi.org/10.1075/is.00016.che","url":null,"abstract":"","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":" ","pages":""},"PeriodicalIF":1.5,"publicationDate":"2023-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43727296","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Eric Bolo, Muhammad Samoul, N. Seichepine, M. Chetouani
Phone calls are an essential communication channel in today’s contact centers, but they are more difficult to analyze than written or form-based interactions. To that end, companies have traditionally used surveys to gather feedback and gauge customer satisfaction. In this work, we study the relationship between self-reported customer satisfaction (CSAT) and automatic utterance-level indicators of emotion produced by affect recognition models, using a real dataset of contact center calls. We find (1) that positive valence is associated with higher CSAT scores, while the presence of anger is associated with lower CSAT scores; (2) that automatically detected affective events and CSAT response rate are linked, with calls containing anger/positive valence exhibiting respectively a lower/higher response rate; (3) that the dynamics of detected emotions are linked with both CSAT scores and response rate, and that emotions detected at the end of the call have a greater weight in the relationship. These findings highlight a selection bias in self-reported CSAT leading respectively to an over/under-representation of positive/negative affect.
{"title":"Quietly angry, loudly happy","authors":"Eric Bolo, Muhammad Samoul, N. Seichepine, M. Chetouani","doi":"10.1075/is.22038.bol","DOIUrl":"https://doi.org/10.1075/is.22038.bol","url":null,"abstract":"\u0000 Phone calls are an essential communication channel in today’s contact centers, but they are more difficult to\u0000 analyze than written or form-based interactions. To that end, companies have traditionally used surveys to gather feedback and\u0000 gauge customer satisfaction. In this work, we study the relationship between self-reported customer satisfaction (CSAT) and\u0000 automatic utterance-level indicators of emotion produced by affect recognition models, using a real dataset of contact center\u0000 calls. We find (1) that positive valence is associated with higher CSAT scores, while the presence of anger is associated with\u0000 lower CSAT scores; (2) that automatically detected affective events and CSAT response rate are linked, with calls containing\u0000 anger/positive valence exhibiting respectively a lower/higher response rate; (3) that the dynamics of detected emotions are linked\u0000 with both CSAT scores and response rate, and that emotions detected at the end of the call have a greater weight in the\u0000 relationship. These findings highlight a selection bias in self-reported CSAT leading respectively to an over/under-representation\u0000 of positive/negative affect.","PeriodicalId":46494,"journal":{"name":"Interaction Studies","volume":" ","pages":""},"PeriodicalIF":1.5,"publicationDate":"2023-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48689866","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：