Emotion Perception, Public Expectations, and Public Satisfaction: A Behaviour Experimental Study on Government Chatbots in Government Service Scenarios

This paper introduces the Emotional Governance Theory for the first time and reveals the crucial role of emotional perception in the interaction between government chatbots and the public through an analysis of the relationship between public expectations, emotional perception, and public satisfaction with government chatbots. The research findings indicate a significant moderating effect of emotional perception at different levels on the relationship between public expectations and public satisfaction with government chatbots. At the average level, emotional perception positively influences this relationship. At high levels, emotional perception attenuates the positive association, while at low levels, emotional perception significantly enhances the positive relationship between public expectations and public satisfaction with government chatbots. Finally, the paper proposes a series of policy recommendations to foster more proactive and effective interaction between government chatbots and the public, thereby enhancing the quality of public services and public satisfaction.