Communication errors in online interactions
Examining cultural differences in perceptions of rapport and preferred recovery strategies
DOI:
https://doi.org/10.35295/osls.iisl.2354Keywords:
Rapport, information elicitation, culture, online interactions, investigations, cross-cultural communicationAbstract
Information gathering, including in covert contexts, increasingly takes place in online environments amongst individuals from different cultures. Given that rapport facilitates information gathering, we investigated the perceived impact of communication errors on rapport in brief online interactions. In a pre-registered experiment (N = 191), we examined detection of errors, their effect on perceived rapport, recovery strategy preferences, and cultural differences between UK (low-context) and Chinese (high-context) participants. Results showed sensitivity to subtle communication breaches, with judgment errors significantly reducing perceived rapport. Apology emerged as the most effective recovery strategy, especially among Chinese participants, perhaps reflecting cultural preferences for relational harmony. Interestingly, both cultural groups similarly detected errors, suggesting shared digital norms. These findings contribute to understanding the dynamics of digital rapport-building and cross-cultural communication, emphasizing the relevance of relational cues in online interactions - even those with investigative or covert aims.
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