That’s Not What We Expected: Examining Technology Expectations and Malfunctions on Frustration
Technology malfunctions and expectations for technology performance influence user attitudes and behaviors regarding that technology. An empirical study explored how these factors interact to influence attitudes and performance on a task when exposed to a malfunction and certain expectations for tec...
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| Veröffentlicht in: | Ergonomics in design 2023-10, Vol.31 (4), p.40-45 |
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| container_title | Ergonomics in design |
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| creator | Ferreri, Nina Mayhorn, Christopher B. |
| description | Technology malfunctions and expectations for technology performance influence user attitudes and behaviors regarding that technology. An empirical study explored how these factors interact to influence attitudes and performance on a task when exposed to a malfunction and certain expectations for technology performance. Unlike previous research, an interaction was found between malfunction and expectation such that individuals exposed to a malfunction with high expectations were more likely to complain about the incident to the responsible company. This is especially informative for industry customer service as it informs why users complain and what product features should be addressed to remedy the issues. |
| doi_str_mv | 10.1177/10648046211007709 |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 1064-8046 |
| ispartof | Ergonomics in design, 2023-10, Vol.31 (4), p.40-45 |
| issn | 1064-8046 2169-5083 |
| language | eng |
| recordid | cdi_proquest_journals_2873739621 |
| source | SAGE Complete A-Z List |
| subjects | Augmented reality |
| title | That’s Not What We Expected: Examining Technology Expectations and Malfunctions on Frustration |
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