{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,3]],"date-time":"2026-07-03T00:49:32Z","timestamp":1783039772172,"version":"3.54.6"},"reference-count":90,"publisher":"Association for Computing Machinery (ACM)","issue":"2","funder":[{"name":"Knowledge Foundation"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":["J. Hum.-Robot Interact."],"published-print":{"date-parts":[[2026,3,31]]},"abstract":"<jats:p>The use of social robots in many sectors of society is predicted to progressively increase. Therefore, exploring how expectations play a role in and change users\u2019 experiences when interacting with these robots over time is necessary. From an interpretative and insight-driven approach, our aim was to explore how humans experience in-person interactions with the social robot Pepper, which was equipped with the OpenAI GPT-3 language model. Qualitative data from 62 video recordings of the interactions with Pepper and post-test interviews were collected from 31 participants. An experiential reflexive thematic analysis was applied. The main findings include various levels of interaction quality, different interaction strategies, and elements influencing the users\u2019 expectations and experiences, which were synthesized into a coherent framework. It appears that the participants adapted their interaction strategies based on their expectations and the perceived capability of the robot, which influenced their experiences. This reveals that positive user experience is not solely determined by interaction quality, showing the interplay among these aspects when interacting with a social robot. To conclude, our findings underscore the intricate nature of the role of user expectations and experiences in social human\u2013robot interaction. The work adds complementary qualitative approaches to the Human\u2013Robot Interaction community to provide additional insights on interacting with social robots.<\/jats:p>","DOI":"10.1145\/3772070","type":"journal-article","created":{"date-parts":[[2025,10,17]],"date-time":"2025-10-17T13:02:31Z","timestamp":1760706151000},"page":"1-47","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":1,"title":["\u201cTake Nothing on Its Look\u201d: Revealing Users\u2019 Expectations and Experiences in Social Human\u2013Robot Interaction"],"prefix":"10.1145","volume":"15","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-0946-7531","authenticated-orcid":false,"given":"Jessica","family":"Lindblom","sequence":"first","affiliation":[{"name":"Department of Information Technology, Uppsala University, Uppsala, Sweden"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-8642-336X","authenticated-orcid":false,"given":"Julia","family":"Ros\u00e9n","sequence":"additional","affiliation":[{"name":"Department of Computing and Software, McMaster University, Hamilton, Ontario, Canada"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-2254-1396","authenticated-orcid":false,"given":"Maurice","family":"Lamb","sequence":"additional","affiliation":[{"name":"School of Informatics, University of Sk\u00f6vde, Sk\u00f6vde, Sweden"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-6568-9342","authenticated-orcid":false,"given":"Erik","family":"Billing","sequence":"additional","affiliation":[{"name":"School of Informatics, University of Sk\u00f6vde, Sk\u00f6vde, Sweden"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"320","published-online":{"date-parts":[[2025,12,22]]},"reference":[{"key":"e_1_3_2_2_2","doi-asserted-by":"publisher","DOI":"10.1007\/s00146-015-0631-6"},{"key":"e_1_3_2_3_2","unstructured":"Aldebaran. 2023. Pepper robot. Retrieved from http:\/\/www.aldebaran.com"},{"key":"e_1_3_2_4_2","doi-asserted-by":"publisher","DOI":"10.1109\/ROMAN.2017.8172463"},{"key":"e_1_3_2_5_2","doi-asserted-by":"publisher","DOI":"10.3390\/mti2040082"},{"key":"e_1_3_2_6_2","doi-asserted-by":"publisher","DOI":"10.4018\/978-1-4666-7278-9.ch017"},{"key":"e_1_3_2_7_2","doi-asserted-by":"publisher","DOI":"10.4018\/IJACI.2017040102"},{"key":"e_1_3_2_8_2","doi-asserted-by":"publisher","DOI":"10.1111\/j.1468-2958.1975.tb00258.x"},{"key":"e_1_3_2_9_2","doi-asserted-by":"publisher","DOI":"10.1145\/3568294.3580078"},{"key":"e_1_3_2_10_2","doi-asserted-by":"publisher","DOI":"10.1145\/3568294.3580040"},{"key":"e_1_3_2_11_2","doi-asserted-by":"publisher","DOI":"10.1191\/1478088706qp063oa"},{"key":"e_1_3_2_12_2","doi-asserted-by":"publisher","DOI":"10.1002\/capr.12360"},{"key":"e_1_3_2_13_2","doi-asserted-by":"publisher","DOI":"10.1080\/14780887.2020.1769238"},{"key":"e_1_3_2_14_2","doi-asserted-by":"publisher","DOI":"10.1109\/TSMCC.2004.826268"},{"key":"e_1_3_2_15_2","first-page":"1268","volume-title":"Proceedings of the 23rd AAAI Conference on Artificial Intelligence","author":"Breazeal Cynthia","year":"2008","unstructured":"Cynthia Breazeal and Matt Berlin. 2008. Spatial scaffolding for sociable robot learning. In Proceedings of the 23rd AAAI Conference on Artificial Intelligence, 1268\u20131273. Retrieved from http:\/\/www.aaai.org\/Papers\/AAAI\/2008\/AAAI08-201.pdf?referer=www.clickfind.com.au"},{"key":"e_1_3_2_16_2","doi-asserted-by":"publisher","DOI":"10.5555\/762896.762911"},{"issue":"1","key":"e_1_3_2_17_2","doi-asserted-by":"crossref","first-page":"67","DOI":"10.1111\/j.1468-2958.1993.tb00316.x","article-title":"Effects of communication expectancies, actual communication, and expectancy disconfirmation on evaluations of communicators and their communication behavior","volume":"20","year":"1993","unstructured":"Judee K. Burgoon and Beth A. Le Poire. 1993. Effects of communication expectancies, actual communication, and expectancy disconfirmation on evaluations of communicators and their communication behavior. Human Communication Research 20, 1 (1993), 67\u201396.","journal-title":"Human Communication Research"},{"key":"e_1_3_2_18_2","doi-asserted-by":"publisher","DOI":"10.1007\/s11135-021-01182-y"},{"key":"e_1_3_2_19_2","doi-asserted-by":"publisher","DOI":"10.1017\/S0140525X22000668"},{"key":"e_1_3_2_20_2","doi-asserted-by":"publisher","DOI":"10.1098\/rstb.2006.2004"},{"key":"e_1_3_2_21_2","volume-title":"The Encyclopedia of Human-Computer Interaction","author":"Dautenhahn Kerstin","year":"2013","unstructured":"Kerstin Dautenhahn. 2013. Human-robot interaction. In The Encyclopedia of Human-Computer Interaction (2nd ed). The Interaction Design Foundation. Retrieved from https:\/\/www.interaction-design.org\/literature\/book\/the-encyclopedia-of-human-computer-interaction-2nd-ed\/human-robot-interaction"},{"key":"e_1_3_2_22_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2018.08.042"},{"key":"e_1_3_2_23_2","doi-asserted-by":"publisher","DOI":"10.1609\/aimag.v32i4.2377"},{"key":"e_1_3_2_24_2","unstructured":"Kerstin Fischer. 2016. Designing Speech for a Recipient. John Benjamins Publishing. Retrieved from https:\/\/chooser.crossref.org\/?doi=10.1075%2Fpbns.270"},{"key":"e_1_3_2_25_2","volume-title":"Social Cognition: From Brains to Culture","author":"Fiske Susan T.","year":"2017","unstructured":"Susan T. Fiske and Shelley E. Taylor. 2017. Social Cognition: From Brains to Culture (3rd ed.). SAGE Publications.","edition":"3"},{"key":"e_1_3_2_26_2","doi-asserted-by":"publisher","DOI":"10.1016\/S0921-8890(02)00372-X"},{"key":"e_1_3_2_27_2","doi-asserted-by":"publisher","DOI":"10.1007\/s12369-020-00641-0"},{"key":"e_1_3_2_28_2","doi-asserted-by":"publisher","DOI":"10.1371\/journal.pone.0129478"},{"key":"e_1_3_2_29_2","doi-asserted-by":"publisher","DOI":"10.1177\/0018720819887575"},{"key":"e_1_3_2_30_2","unstructured":"Rex Hartson and Pardha S. Pyla. 2018. The UX Book. Morgan Kaufmann."},{"key":"e_1_3_2_31_2","doi-asserted-by":"publisher","DOI":"10.1080\/01449290500330331"},{"key":"e_1_3_2_32_2","doi-asserted-by":"publisher","DOI":"10.3389\/fpsyg.2019.00939"},{"key":"e_1_3_2_33_2","doi-asserted-by":"publisher","DOI":"10.1371\/journal.pone.0238133"},{"key":"e_1_3_2_34_2","doi-asserted-by":"publisher","DOI":"10.1145\/3371382.3378292"},{"key":"e_1_3_2_35_2","unstructured":"ISO. 2019. Ergonomics of Human-System Interaction Part 210: Human-Centred Design for Interactive Systems. ISO 9241210:2019. Retrieved from https:\/\/www.iso.org\/standard\/77520.html"},{"key":"e_1_3_2_36_2","doi-asserted-by":"publisher","DOI":"10.1145\/3125739.3132610"},{"key":"e_1_3_2_37_2","doi-asserted-by":"publisher","DOI":"10.1177\/0306312717704722"},{"key":"e_1_3_2_38_2","doi-asserted-by":"publisher","DOI":"10.3390\/computers2010001"},{"key":"e_1_3_2_39_2","doi-asserted-by":"publisher","DOI":"10.1109\/HRI.2016.7451807"},{"key":"e_1_3_2_40_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-20315-7"},{"key":"e_1_3_2_41_2","doi-asserted-by":"publisher","DOI":"10.4018\/978-1-4666-7278-9.ch007"},{"key":"e_1_3_2_42_2","doi-asserted-by":"publisher","DOI":"10.3390\/s20154284"},{"key":"e_1_3_2_43_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-42307-0_9"},{"key":"e_1_3_2_44_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-41697-7_24"},{"key":"e_1_3_2_45_2","doi-asserted-by":"publisher","DOI":"10.1177\/1059712303011200"},{"key":"e_1_3_2_46_2","first-page":"35","article-title":"The role of expectations in HRI","author":"Lohse Manja","year":"2009","unstructured":"Manja Lohse. 2009. The role of expectations in HRI. In New Frontiers in Human-Robot Interaction. Kerstin Dautenhahn and Joe Sanders (Eds.), John Benjamins Publishing, 35\u201356.","journal-title":"New Frontiers in Human-Robot Interaction"},{"key":"e_1_3_2_47_2","volume-title":"Investigating the Influence of Situations and Expectations on User Behavior: Empirical Analyses in Human-Robot Interaction","author":"Manja Lohse","year":"2010","unstructured":"Lohse Manja. 2010. Investigating the Influence of Situations and Expectations on User Behavior: Empirical Analyses in Human-Robot Interaction. Ph.D. Thesis. Bielefeld University."},{"key":"e_1_3_2_48_2","doi-asserted-by":"publisher","DOI":"10.1109\/ROMAN.2011.6005252"},{"key":"e_1_3_2_49_2","first-page":"1","article-title":"Trust and the discrepancy between expectations and actual capabilities","author":"Malle Bertram F.","year":"2020","unstructured":"Bertram F. Malle, K. Fischer, J. Young, A. Moon, and E. Collins. 2020. Trust and the discrepancy between expectations and actual capabilities. In Human-Robot Interaction: Control, Analysis, and Design. Dan Zhang and Bin Wei (Eds.), Cambridge Scholars Publishing, 1\u201323.","journal-title":"Human-Robot Interaction: Control, Analysis, and Design"},{"key":"e_1_3_2_50_2","doi-asserted-by":"publisher","DOI":"10.1089\/cyber.2020.0162"},{"key":"e_1_3_2_51_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.csl.2021.101255"},{"key":"e_1_3_2_52_2","doi-asserted-by":"publisher","DOI":"10.1007\/s10111-005-0011-y"},{"issue":"1","key":"e_1_3_2_53_2","first-page":"107","article-title":"When is a robot really social? An outline of the robot sociologicus","volume":"10","author":"Meister Martin","year":"2014","unstructured":"Martin Meister. 2014. When is a robot really social? An outline of the robot sociologicus. Science, Technology & Innovation Studies 10, 1 (2014), 107\u2013134.","journal-title":"Science, Technology & Innovation Studies"},{"key":"e_1_3_2_54_2","doi-asserted-by":"publisher","DOI":"10.1038\/srep00864"},{"key":"e_1_3_2_55_2","unstructured":"Roger K. Moore. 2019. Talking with robots. arXiv:1912.00369. Retrieved from https:\/\/arxiv.org\/abs\/1912.00369"},{"key":"e_1_3_2_56_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-981-10-2585-3_22"},{"issue":"4","key":"e_1_3_2_57_2","first-page":"33","article-title":"Bukimi no tani (the uncanny valley)","volume":"7","author":"Mori Masahiro","year":"1970","unstructured":"Masahiro Mori. 1970. Bukimi no tani (the uncanny valley). Energy 7, 4 (1970), 33\u201335.","journal-title":"Energy"},{"key":"e_1_3_2_58_2","doi-asserted-by":"publisher","DOI":"10.1109\/ROMAN.2004.1374726"},{"key":"e_1_3_2_59_2","doi-asserted-by":"publisher","DOI":"10.1109\/ROMAN.2006.314462"},{"key":"e_1_3_2_60_2","doi-asserted-by":"publisher","DOI":"10.1080\/0144929X.2023.2196576"},{"key":"e_1_3_2_61_2","first-page":"211","volume-title":"Social Psychology: Handbook of Basic Principles","author":"Olson James M.","year":"1996","unstructured":"James M. Olson, Neal J. Roese, and Mark P. Zanna. 1996. Expectancies. In Social Psychology: Handbook of Basic Principles (1st ed.). E.T. Higgins and A.W. Kruglanski (Eds.), Guilford Press, 211\u2013238.","edition":"1"},{"key":"e_1_3_2_62_2","unstructured":"OpenAI. 2023. OpenAI. Retrieved from https:\/\/openai.com\/"},{"key":"e_1_3_2_63_2","doi-asserted-by":"publisher","DOI":"10.1111\/cogs.13393"},{"key":"e_1_3_2_64_2","volume-title":"Qualitative Research & Evaluation Methods: Integrating Theory and Practice","author":"Patton Michael Quinn","year":"2014","unstructured":"Michael Quinn Patton. 2014. Qualitative Research & Evaluation Methods: Integrating Theory and Practice. Sage Publications."},{"key":"e_1_3_2_65_2","doi-asserted-by":"publisher","DOI":"10.1007\/s11370-022-00411-z"},{"key":"e_1_3_2_66_2","first-page":"91","volume-title":"Social Psychology: Handbook of Basic Principles","author":"Roese Neal J.","year":"2007","unstructured":"Neal J. Roese and Jeffrey W. Sherman. 2007. Expectancy. In Social Psychology: Handbook of Basic Principles (2nd ed.). A.W. Kruglanski and E. T. Higgins (Eds.), Guilford Press, 91\u2013115.","edition":"2"},{"key":"e_1_3_2_67_2","doi-asserted-by":"publisher","DOI":"10.1163\/156853703322148516"},{"key":"e_1_3_2_68_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-80285-1_12"},{"key":"e_1_3_2_69_2","volume-title":"What Did You Expect?: A Human-Centered Approach to Investigating and Reducing the Social Robot Expectation Gap","author":"Ros\u00e9n Julia","year":"2024","unstructured":"Julia Ros\u00e9n. 2024. What Did You Expect?: A Human-Centered Approach to Investigating and Reducing the Social Robot Expectation Gap. Ph.D. Thesis. University of Sk\u00f6vde, Sweden. Retrieved from https:\/\/urn.kb.se\/resolve?urn=urn:nbn:se:his:diva-23414"},{"key":"e_1_3_2_70_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-031-35602-5_13"},{"key":"e_1_3_2_71_2","first-page":"1","volume-title":"Proceedings of the HRI \u201923 Workshop\u2014Inclusive HRI II, Equity and Diversity in Design, Application, Methods, and Community, in Conjunction with the 18th ACM\/IEEE International Conference on Human-Robot Interaction (HRI \u201923)","author":"Ros\u00e9n Julia","year":"2023","unstructured":"Julia Ros\u00e9n and Erik Lagerstedt. 2023. Speaking properly with robots. In Proceedings of the HRI \u201923 Workshop\u2014Inclusive HRI II, Equity and Diversity in Design, Application, Methods, and Community, in Conjunction with the 18th ACM\/IEEE International Conference on Human-Robot Interaction (HRI \u201923), 1\u20133."},{"key":"e_1_3_2_72_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-031-05409-9_43"},{"key":"e_1_3_2_73_2","doi-asserted-by":"publisher","DOI":"10.1007\/s12369-024-01107-3"},{"key":"e_1_3_2_74_2","volume-title":"Dagstuhl Seminar on Demarcating User Experience","author":"Roto Virpi","year":"2011","unstructured":"Virpi Roto, E. L.-C. Law, Arnold P. O. S. Vermeeren, and Jettie Hoonhout. 2011. User experience white paper\u2014Bringing clarity to the concept of user experience. In Dagstuhl Seminar on Demarcating User Experience. Retrieved from http:\/\/www.allaboutux.org\/uxwhitepaper"},{"key":"e_1_3_2_75_2","doi-asserted-by":"publisher","DOI":"10.1007\/s12369-010-0066-7"},{"key":"e_1_3_2_76_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-11973-1_6"},{"key":"e_1_3_2_77_2","doi-asserted-by":"publisher","DOI":"10.1145\/3371382.3378280"},{"key":"e_1_3_2_78_2","doi-asserted-by":"publisher","DOI":"10.3390\/s21155052"},{"key":"e_1_3_2_79_2","doi-asserted-by":"publisher","DOI":"10.1080\/10447318.2019.1619259"},{"key":"e_1_3_2_80_2","volume-title":"Plans and Situated Actions","author":"Suchman Lucy A.","year":"1987","unstructured":"Lucy A. Suchman. 1987. Plans and Situated Actions. Cambridge University Press."},{"key":"e_1_3_2_81_2","doi-asserted-by":"publisher","DOI":"10.1145\/3171221.317127"},{"key":"e_1_3_2_82_2","doi-asserted-by":"publisher","DOI":"10.1007\/s00146-022-01608-7"},{"key":"e_1_3_2_83_2","doi-asserted-by":"publisher","DOI":"10.1007\/s12369-020-00723-z"},{"key":"e_1_3_2_84_2","doi-asserted-by":"publisher","DOI":"10.5555\/2017197.2017202"},{"key":"e_1_3_2_85_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-42307-0_7"},{"key":"e_1_3_2_86_2","first-page":"11","volume-title":"Proceedings of the Symposium on New Frontiers in Human-Robot Interaction (AISB \u201909)","volume":"4","author":"Weiss Astrid","year":"2009","unstructured":"Astrid Weiss, Regina Bernhaupt, Michael Lankes, and Manfred Tscheligi. 2009. The USUS evaluation framework for human-robot interaction. In Proceedings of the Symposium on New Frontiers in Human-Robot Interaction (AISB \u201909), Vol. 4, 11\u201326."},{"key":"e_1_3_2_87_2","doi-asserted-by":"publisher","DOI":"10.1109\/ICHR.2009.5379559"},{"key":"e_1_3_2_88_2","doi-asserted-by":"publisher","DOI":"10.1145\/3695772"},{"key":"e_1_3_2_89_2","doi-asserted-by":"publisher","DOI":"10.1145\/3568294.3580103"},{"key":"e_1_3_2_90_2","doi-asserted-by":"publisher","DOI":"10.3389\/fcomp.2023.1152532"},{"key":"e_1_3_2_91_2","doi-asserted-by":"publisher","DOI":"10.1162\/artl_a_00404"}],"container-title":["ACM Transactions on Human-Robot Interaction"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3772070","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,12,22]],"date-time":"2025-12-22T14:46:19Z","timestamp":1766414779000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3772070"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,12,22]]},"references-count":90,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2026,3,31]]}},"alternative-id":["10.1145\/3772070"],"URL":"https:\/\/doi.org\/10.1145\/3772070","relation":{},"ISSN":["2573-9522"],"issn-type":[{"value":"2573-9522","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,12,22]]},"assertion":[{"value":"2024-05-12","order":0,"name":"received","label":"Received","group":{"name":"publication_history","label":"Publication History"}},{"value":"2025-09-24","order":2,"name":"accepted","label":"Accepted","group":{"name":"publication_history","label":"Publication History"}},{"value":"2025-12-22","order":3,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}