Article

Severity and Impact of Computer User Frustration: A Comparison of Student and Workplace Users (2002)

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Abstract

User frustration with information and computing technology is a pervasive and persistent problem. When computers crash, network congestion causes delays, and poor user interfaces trigger confusion there are dramatic consequences for individuals, organizations, and society. These frustrations, not only cause personal dissatisfaction and loss of self-efficacy, but may disrupt workplaces, slow learning, and reduce participation in local and national communities. Our exploratory study of 107 student computer users and 50 workplace computer users shows high levels of frustration and loss of 1/3–1/2 of time spent. This paper reports on the incident and individual factors that cause of frustration, and how they raise frustration severity. It examines the frustration impacts on the daily interactions of the users. The time lost and time to fix problem, and importance of task, strongly correlate with frustration levels for both student and workplace users. Differences between students and workplace users are discussed in the paper, as are implications for researchers.

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... Notwithstanding the continued interest, empirical data on computer frustration are limited. The central studies of frustration were done more than fifteen years ago [9,10,15,36,37]. Their findings were striking. ...
... Fifteen years ago, a series of five articles aimed at conceptualizing and quantifying users' frustrations with computers [9,10,15,36,37]. We will refer to these five articles as the computer user frustration (CUF) studies. ...
... Since the CUF studies [9,10,15,36,37] in 2003-2006, computers have become more mature and computer use more extensive. Comparing our results with those of the CUF studies, five findings stand out: ...
Article
When computers unexpectedly delay or thwart goal attainment, frustration ensues. The central studies of the extent, content, and impact of such frustration were done more than 15 years ago. We revisit this issue after computers have become more mature and computer use more extensive. To this end, we had 234 crowdsourced participants log the frustrating episodes they experienced with their computer during one hour of computer use. The average time lost due to frustrating episodes was between 11% and 20% of the one-hour period. Though this is less time lost than in the earlier studies, frustration remains a common user experience. While shorter, the median level of frustration during the episodes was high (7 on a 9-point scale). The frustration level correlated with task importance and time lost but was unaffected by computer experience and largely unaffected by computer self-efficacy. In addition, participants indicated that 84% of the episodes had happened before, that 87% could happen again, and that they were unable to resolve 26% of the episodes. This high rate of recurrence and lack of control likely added to the frustration level. The episodes spanned various issues pertaining to performance (49%), usability (36%), and utility (16%).
... OLSs that are perceived difficult to use may lead to frustration and anxiety (Naveh, Tubin, and Piliskin, 2012). Learners may feel frustrated when a system does not respond to their actions as expected, preventing them from accomplishing a goal (Ceaparu et al., 2004;Keller, 2008;Lazar et al., 2006). Previous research has shown that experiencing frustration as learners interact with a learning system impacts their satisfaction with the learning system (Green, Inan, and Denton, 2012;Sun et al., 2008;Yang and Dorneich, 2018) and their learning experiences negatively (Ifinedo et al., 2018;Yang and Dorneich, 2018). ...
... Previous research has shown that experiencing frustration as learners interact with a learning system impacts their satisfaction with the learning system (Green, Inan, and Denton, 2012;Sun et al., 2008;Yang and Dorneich, 2018) and their learning experiences negatively (Ifinedo et al., 2018;Yang and Dorneich, 2018). Among the various causes of frustration, poor interface design, system functionality (e.g., software failures), and system quality (e.g., accessibility, reliability) have been associated with a system's ease of use (Lazar et al., 2006). Research also supported that system functionality and quality are critical factors affecting students' satisfaction with learning systems (Haddad, 2018;Joo et al., 2011;Mtebe & Raphael, 2018;Ozkan and Koseler, 2009; Content courtesy of Springer Nature, terms of use apply. ...
... These findings align with the results of a recent study by Pérez-Pérez et al. (2020) that a learning system's quality (e.g., reliability, accessibility) is an important factor influencing students' satisfaction with the learning system. To sum up, the issues related to a learning system's functionality and quality may cause learners to experience frustration, which may also impede their learning experience and satisfaction (Ceaparu et al., 2004;Keller, 2008;Lazar et al., 2006). ...
Article
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The purpose of this study was to explore student’s experiences when practicing information technology skills with an online simulation environment. After using the online simulation environment over a five-week period, 215 undergraduate students were surveyed regarding their usage-related experiences, satisfaction with the environment, and perceived learning. Both quantitative and qualitative data collection methods were employed. The quantitative results suggested that perceived ease of use had a direct effect on student’s satisfaction with the online simulation environment, and that the satisfaction with the online simulation environment led to higher perceived learning. The qualitative findings revealed that technical problems, not being able to accomplish the objective of a step due to the precision required by the task, and the inflexibility of certain features of the online simulation environment were the commonly referenced issues, which might have impacted student’s satisfaction and their perceived learning.
... An important aspect of human-centered research in HRI are human emotions during the interaction, especially negative emotions. One negative emotion that is often mentioned in dealing with technology, is frustration (Ceaparu et al., 2004;Lazar et al., 2006). Frustration arises when a person has the expectation to reach a goal but still fails to achieve it after repetitive attempts (based on Freud, 1921;Russell, 1980;Amsel, 1992;Scherer, 2005;Bortz and Doering, 2013). ...
... The emotional experience of frustration can be caused by simple events such as time delays and errors that can occur due to lack of knowledge and insufficient training in humancomputer interaction (HCI) (Bessière et al., 2004;Lazar et al., 2006). Working with a computer agent that the user does not trust leads to the development of frustration (Hirshfield et al., 2011). ...
... Frustration leads to lower task productivity (Waterhouse and Child, 1953;Klein et al., 2002;Powers et al., 2011), slower response times (Chen et al., 1981), longer decision-making time (Lerner et al., 2015), prolonging content acquisition on learning (Amsel, 1992), and lower learning efficiency (Kort et al., 2001;Graesser et al., 2005;Woolf et al., 2009). Decreased motivation (Weiner, 1985), user satisfaction, and lacking trust (Lazar et al., 2006;Hirshfield et al., 2011) are evoked by frustration. It was found that frustration triggers a rise in arousal, which enhances cognitive performance, and is associated to high workload (e.g., Whinghter et al., 2008). ...
Article
Full-text available
To realize a successful and collaborative interaction between human and robots remains a big challenge. Emotional reactions of the user provide crucial information for a successful interaction. These reactions carry key factors to prevent errors and fatal bidirectional misunderstanding. In cases where human–machine interaction does not proceed as expected, negative emotions, like frustration, can arise. Therefore, it is important to identify frustration in a human–machine interaction and to investigate its impact on other influencing factors such as dominance, sense of control and task performance. This paper presents a study that investigates a close cooperative work situation between human and robot, and explore the influence frustration has on the interaction. The task for the participants was to hand over colored balls to two different robot systems (an anthropomorphic robot and a robotic arm). The robot systems had to throw the balls into appropriate baskets. The coordination between human and robot was controlled by various gestures and words by means of trial and error. Participants were divided into two groups, a frustration- (FRUST) and a no frustration- (NOFRUST) group. Frustration was induced by the behavior of the robotic systems which made errors during the ball handover. Subjective and objective methods were used. The sample size of participants was N = 30 and the study was conducted in a between-subject design. Results show clear differences in perceived frustration in the two condition groups and different behavioral interactions were shown by the participants. Furthermore, frustration has a negative influence on interaction factors such as dominance and sense of control. The study provides important information concerning the influence of frustration on human–robot interaction (HRI) for the requirements of a successful, natural, and social HRI. The results (qualitative and quantitative) are discussed in favor of how a successful und effortless interaction between human and robot can be realized and what relevant factors, like appearance of the robot and influence of frustration on sense of control, have to be regarded.
... An important aspect of human-centered research in HRI are human emotions during the interaction, especially negative emotions. One negative emotion that is often mentioned in dealing with technology, is frustration (Ceaparu et al., 2004;Lazar et al., 2006). Frustration arises when a person has the expectation to reach a goal but still fails to achieve it after repetitive attempts (based on Freud, 1921;Russell, 1980;Amsel, 1992;Scherer, 2005;Bortz and Doering, 2013). ...
... The emotional experience of frustration can be caused by simple events such as time delays and errors that can occur due to lack of knowledge and insufficient training in humancomputer interaction (HCI) (Bessière et al., 2004;Lazar et al., 2006). Working with a computer agent that the user does not trust leads to the development of frustration (Hirshfield et al., 2011). ...
... Frustration leads to lower task productivity (Waterhouse and Child, 1953;Klein et al., 2002;Powers et al., 2011), slower response times (Chen et al., 1981), longer decision-making time (Lerner et al., 2015), prolonging content acquisition on learning (Amsel, 1992), and lower learning efficiency (Kort et al., 2001;Graesser et al., 2005;Woolf et al., 2009). Decreased motivation (Weiner, 1985), user satisfaction, and lacking trust (Lazar et al., 2006;Hirshfield et al., 2011) are evoked by frustration. It was found that frustration triggers a rise in arousal, which enhances cognitive performance, and is associated to high workload (e.g., Whinghter et al., 2008). ...
Conference Paper
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Frustration often occur in an interaction with a technical device. It has a strong impact on the quality of interaction and should be carefully considered in planning how humans and machines should interact with each other. In this study, the measurability of frustration with subjective (questionnaires) and objective (electrocardiogram and electromyogram) methods and the influence on user state factors (like dominance, self-confidence, and performance) in an emotion induction task was examined. The sample size was 20 participants. Here we show that the induced frustration could be measured with questionnaires. Furthermore, positive correlations between frustration and mental demand and self-reported performance, as well as negative correlations between frustration and dominance and self-confidence were observed. The psychophysiological methods also indicate differences between the frustrated group (FRUST-group) and the control group (NOFRUST-group). Even if the frustration is only psychologically perceived, it should be determined how frustration could be detected and minimized. The information and the knowledge about underlying processes and relationships could be used for a better human-machine interaction.
... These factors, which influence levels of satisfaction and dissatisfaction taken in the context of whether users of SSCOs see themselves as co-creators (Hilton et al., 2013;Ballantyne, Williams & Aitken, 2011) or working customers (Anitsal & Schumann, 2007;Voss & Rieder, 2005), impact on customer perceptions and the emotional investment with the interaction. It is this issue of dissatisfaction and its relationship with the user's emotional state, in particular the issues of control (Lee & Lyu, 2016;Oyedele & Simpson, 2007;Nysveen, Pederson & Thorbjornsen, 2005;Wong, 2004) and frustration (Bessière et al., 2006;Lazar et al., 2006), which will be investigated further in this research. ...
... The blocks to this achievement would be internal (e.g., lack of knowledge and/or ability) and/ or external (e.g., the physical environment and/or other individuals, for example, staff required to assist in the transaction process) (Bessière et al., 2006). If a consumer feels frustrated, requiring assistance and/ or approval to continue the process (Jones, 2015) rather than being in control of the process, future customer intentions may be to avoid using the technology altogether (Bessière et al., 2006;Lazar et al., 2006). It has been shown that self-efficacy (Bessière et al., 2006), i.e., the belief in one's own capability to achieve a goal or outcome (Locke & Latham, 1990), influences levels of frustration and, in turn, the commitment to the interaction (Bandura, 1986). ...
... Secondly, the limited number of staff members at the bank of SSCOs delays the response time to transactional problems. These identified issues have the potential to give rise to negative feelings and emotions, such frustration, stress, the sense of isolation and/or being controlled (Anon, 2016;Oyedele & Simpson, 2007;Bessière et al., 2006, Lazar et al., 2006Nysveen, Pederson & Thorbjornsen, 2005;Hoffman, Novak & Schlosser, 2003;Venkatesh, 2000) and could impact on user perceptions and the future use of SSCOs. ...
Article
Full-text available
The research aims to examine the perceptions of relative novice users of self-service checkouts (SSCOs) and if these perceptions change before, during and following use. Employing a diary approach with 31 respondents relatively unfamiliar with SSCOs, the research will document their experiences with this technology across stationary, hardware and grocery stores in two Scottish cities (Glasgow and Dundee). Findings suggest that the majority of respondents were motivated to use the technology because of time saving and convenience. However, the actual experience of using SSCOs was not always considered quicker when compared to staffed checkouts because of technical issues, lack of staff assistance and the impersonal, sometimes stressful and controlled nature of the cramped SSCO environment. Following post-use reflections, the majority of respondents’ opinions did not change from their initial perceptions and indicated that they would prefer not to use the technology in the future. Based on the findings, this study makes some practical suggestions centring on the design and usability of SSCOs, which may go some way to reducing customer dissatisfaction and frustration with the technology, especially from the perspective of new users of the technology.
... The results uncovered that participants became frustrated when their computer performed unexpectedly and prevented them from completing their goals. As a result, individuals wasted between one-third and half of their time while trying to solve the issues they encountered (Lazar et al. 2006). In both of these studies, the malfunctions violated user expectations for the technology's functionality, thereby inducing frustration. ...
... While there was no support for Hypothesis 1 through relationships with the RFDT score directly, decreased performance by those with high expectations indicates that frustration likely influenced their performance abilities, consistent with Ferreri and Mayhorn (2021). Additionally, supporting Hypothesis 2, task performance was indeed worse in the scenario with the malfunction, consistent with previous literature (Lazar et al. 2006;Zimmerman, Sambrook, and Gore 2014), as expected. These findings continue to highlight the impact of malfunctions on performance, and now open new avenues to explore how expectations fit within individual response to malfunctions and frustration with technology. ...
Article
Individual differences in user responses to malfunctions with technology are of primary interest, as this influences how a product can be improved and has not been examined extensively. Previously, individual differences in responses to technology failures have been examined in self-reported studies, but not in an experimental design. The current study expanded the findings from previous research with a mixed factorial design. Seventy-two (N = 72) undergraduate students were recruited to participate in this online study. They were asked to complete a shopping task and complete a survey about their experience. To examine individual differences in responses to technology failures, several repeated measures ANOVAs, multiple regressions, and hierarchical regressions were conducted to assess the effects of expectation and malfunction on frustration and performance. Results revealed individuals with a greater tendency to be neurotic or extraverted also tended to be more frustrated by a technology malfunction. Additionally, openness was the strongest predictor of less frustration with technology failures, while extraversion was the strongest predictor of more frustration with technology failures.
... Much of the research in frustration with technology aims to reduce or mitigate negative experiences of end-users with poorly designed human-computer interfaces (HCI) and computers (Baecker et al., 2000, Jeon, 2017Opoku-Boateng, 2017). Frustration with technology can lead to a variety of negative outcomes, including the discontinued use of technology, resistance behaviors (Beaudry & Pinsonneault, 2010;Stein et al., 2015;Wirth et al., 2015), poor morale in the workplace, slow learning, disruption in the work environment, and poor satisfaction and self-efficacy (Lazar, Jones, Hackley, & Shneiderman, 2006). Literature on user affect categorizes prolonged frustration among negative emotions that are harmful to learning (D'Mello, 2017). ...
... Using technology for educational purposes may introduce an additional layer of factors that contribute to frustration. For instance, Lazar et al. (2006) showed that students in an educational setting and employees in the workplace demonstrated differences in how they experienced frustration. These findings indicate that a more focused research approach is needed to understand and measure frustration with technology (Opoli-Boateng, 2015). ...
Article
Full-text available
e‐Textbooks and e‐learning technologies have become ubiquitous in college and university courses as faculty seek out ways to provide more engaging, flexible and customizable learning opportunities for students. However, the same technologies that support learning can serve as a source of frustration. Research on frustration with technology is limited, especially in educational settings. This study examined student frustration with e‐textbooks and the factors contributing to the frustration within undergraduate general biology courses through the development of an E‐Text Frustration scale (ETFS). Exploratory factor analysis of the ETFS revealed a three‐factor structure that provides quantified support for frustration with (1) e‐textbook interactions on the screen, (2) problems with technology and (3) e‐text curriculum integration. This structure was supported by a confirmatory factor analysis. The construct validity of the scale was established using a correlation analysis that revealed significant relationships among the three e‐text frustration measures, cognitive load and motivation variables. Furthermore, the measurement invariance analyses indicated that the scale measures the same construct in the same way in males and females. Overall, the study findings suggest that the ETFS is a useful instrument with high reliability and validity evidence that can be used by researchers and practitioners. Implications for future research on frustration in technology‐rich learning environments are discussed. Practitioner notes What is already known about this topic Prolonged student frustration can be harmful to learning. Educational technology may introduce an additional layer of factors that contribute to end‐user frustration with technology. Research on frustration with educational technology is scarce. What this paper adds We developed and validated a scale for assessing students' frustration with e‐textbooks. The E‐Text Frustration scale includes three factors: frustration with technology, e‐text screen interactions and e‐text curriculum. The three factors correlated with students' e‐text cognitive load and motivation to learn. Implications for practice and/or policy The identified factors represent barriers to students' successful learning with e‐textbooks. Educators can reduce student frustration by aligning the curriculum with e‐text materials. Student sources of frustration with technology should be studied systematically to reduce frustration in technology‐rich learning environments.
... Sometimes malfunctions occur, interrupting the task and preventing the user from completing their goal, oftentimes inducing frustration (Lazar et al., 2006). Instead of observing malfunctions as they naturally occur, some have chosen to manipulate malfunctions in a realistic way to assess how malfunctions influence user frustration and task performance (Zimmerman et al., 2014). ...
... A second finding indicated that malfunctions negatively affect performance. It is understandable that such interruption likely incites frustration, further decreasing task performance, as this is also consistent with previous research (Lazar et al., 2006). What is more important is the application of this information for companies and developers to try and reduce the number of malfunctions that occur, so user frustration is not as frequent, and task performance not as affected. ...
Article
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.
... The customer frustration theory describes a person will have negative emotions when the expected goal is blocked or prevented (Lazar, Jones, Hackley, & Shneiderman, 2005;Svari et al., 2011;Wetzer, Zeelenberg, & Pieters, 2007), or because the service response is not satisfying (Laros & Steenkamp, 2005;Nguyen & McColl-Kennedy, 2003;Ruth, Brunel, & Otnes, 2002) and customer satisfaction will decrease (Lazar et al., 2005). ...
... The customer frustration theory describes a person will have negative emotions when the expected goal is blocked or prevented (Lazar, Jones, Hackley, & Shneiderman, 2005;Svari et al., 2011;Wetzer, Zeelenberg, & Pieters, 2007), or because the service response is not satisfying (Laros & Steenkamp, 2005;Nguyen & McColl-Kennedy, 2003;Ruth, Brunel, & Otnes, 2002) and customer satisfaction will decrease (Lazar et al., 2005). ...
Article
Full-text available
Low-cost airlines in Indonesia often experience long flight delays. Flight delays are a pattern of service failure that results in frustration, complaints and the creation of negative word of mouth. The purpose of this study is to examine the effect of service failure on customer frustration, customer complaint behaviour and frustration with complaint behaviour and its impact on negative word of mouth. Samples were selected by systematic sampling at Soekarno Hatta, Sultan Hasanuddin, Kualanamu and Syamsudin Noor airports. A total of 335 passengers who experienced delays of more than 2 hours were selected as respondents. Questionnaires are used for data collection and partial least squares are used to evaluate structural models of research. The results prove that service failure significantly affects customer frustration, complaint behaviour, and negative word of mouth, where frustration and complaints also affect to negative word of mouth.
... Customer frustration theory describes customers who will experience very negative emotions when the expected reward or satisfaction goal is blocked or prevented (Colman, 2015;Lazar, Jones, Hackley, & Shneiderman, 2005;Svari et al., 2011;Wetzer et al., 2007) or require additional efforts (Scherer, 2001), as a form unsatisfactory service responses (Laros & Steenkamp, 2005;Nguyen & McColl-Kennedy, 2003;Ruth, Brunel, & Otnes, 2002), and responses to loss of potential benefits (Anderson & Bushman, 2002;Colman, 2015) and frustration will reduce satisfaction (Lazar et al., 2005) c. Frustration with dissatisfaction Customers' frustration is different from dissatisfaction; frustration is a special case of being very dissatisfied. ...
... Customer frustration theory describes customers who will experience very negative emotions when the expected reward or satisfaction goal is blocked or prevented (Colman, 2015;Lazar, Jones, Hackley, & Shneiderman, 2005;Svari et al., 2011;Wetzer et al., 2007) or require additional efforts (Scherer, 2001), as a form unsatisfactory service responses (Laros & Steenkamp, 2005;Nguyen & McColl-Kennedy, 2003;Ruth, Brunel, & Otnes, 2002), and responses to loss of potential benefits (Anderson & Bushman, 2002;Colman, 2015) and frustration will reduce satisfaction (Lazar et al., 2005) c. Frustration with dissatisfaction Customers' frustration is different from dissatisfaction; frustration is a special case of being very dissatisfied. ...
Article
Full-text available
The primary purpose of this article is to do classification and thematic analysis of previous research on customer frustration using a systematic mapping study (SMS). The main research was carried out by combining automatic and manual search. The automatic search was through electronic journal database references: ProQuest Research Library, EBSCOhost: Academic Search Complete, Google Scholar, Emerald Insight and Scopus, while the manual one was performed on Google search with the snowball sampling method. A total of 28 studies on costumer frustration in the form of journal articles and proceedings were included in the inclusion criteria. The results of the mapping show that: 1) the object of study on customer frustration is dominated by the quality of service and the internet, therefore, in the future it can be developed in other objects and subjects, 2) the context of costumer frustration is defined as a negative emotional reaction because consumers' goals are not accomplished or hindered, hence research needs to reinforce this definition so as not to be ambiguous with other definitions of negative emotions, especially anger, 3) the location of the research still needs to be expanded, and 4) quantitative and qualitative or mixed approaches can be applied. Keywords: systematic mapping study, customer frustration, research
... The customer frustration theory describes a person will have negative emotions when the expected goal is blocked or prevented (Lazar, Jones, Hackley, & Shneiderman, 2005;Svari et al., 2011;Wetzer, Zeelenberg, & Pieters, 2007) or because the service response is not satisfying (Laros & Steenkamp, 2005;Nguyen & McColl-Kennedy, 2003;Ruth, Brunel, & Otnes, 2002) and will decrease satisfaction (Lazar et al., 2005). ...
... The customer frustration theory describes a person will have negative emotions when the expected goal is blocked or prevented (Lazar, Jones, Hackley, & Shneiderman, 2005;Svari et al., 2011;Wetzer, Zeelenberg, & Pieters, 2007) or because the service response is not satisfying (Laros & Steenkamp, 2005;Nguyen & McColl-Kennedy, 2003;Ruth, Brunel, & Otnes, 2002) and will decrease satisfaction (Lazar et al., 2005). ...
Article
Full-text available
Low cost carrier airlines in Indonesia often experience long flight delays. Flight delays are a pattern of service failure that results in frustration and complaints. The aim of this study was to examine the effect of service failure on customer frustration, complaint behavior and customer frustration with complaint behavior. Samples were selected by systematic sampling at the airport: Soekarno Hatta, Sultan Hasanuddin, Kualanamu and Syamsudin Noor. As many as 335 passengers have been delayed more than 2 hours selected as respondents. Questionnaires are used for data collection and partial least squares are used to evaluate structural models of research. The results proved that service failure significantly affected customer frustration, complaints behavior and customer frustration have a substantial effect on complaint behavior.
... Frustration is an emotional response to delay or hindrance in achieving a goal (Berkowitz, 1962). The effects of frustration can include the reduction in accuracy, speed and other unquantifiable consequences, such as loss of motivation and reduction in the quality of user experience (Lazar et al., 2006). During a frustrating experience, there are increased levels of arousal (Hokanson and Burgess, 1964). ...
... Peoples' prior experience, personality traits and demographical background (e.g. culture, age, gender and location) result in different tolerances and reactions towards incorrect or unexpected responses to computer usage (Lazar et al., 2006). This concept holds certain similarities to the field of medicine, where personalised healthcare is used to deliver treatment to each patient based on their symptoms, demographic profile, genetics, etc. ...
Article
Arousal detection has been used as a proxy to sense frustration, cognitive load, anxiety and stress, which are relevant to user experience. The mechanisms provide limited potential for widespread use beyond the lab. We used eye-tracking to capture pupillary response and gaze behaviour during user interaction. Pupillary response is used to sense changes in arousal while gaze analysis reveals the users’ focal attention during moments of increased arousal. A controlled study was run using our approach to detect arousal on the web. Participants (N=40) were presented with four tasks on the web. Each participant carried out each task in a normal and disruptive mode (modified to induce frustration). For ecological validity, we focused on frustration induced arousal, using common causes of frustration during user interaction. Results suggest that our approach is able to discriminate between frustrating tasks and normal tasks to a large effect. We discuss how arousal sensing opens up research avenues for usability and accessibility testing in the lab and the potential for use in naturalistic settings.
... Research in the fields of human-computer interaction and of modern information and communication technologies has shown that typical technological malfunctions such as crashes, breakdowns, freezes or slowdowns that are encountered when using a computer (cf. Day et al., 2012) can lead to frustration, stress, strain, and somatic symptoms (Bessiere, Ceaparu, Lazar, Robinson, & Shneiderman, 2004;Bessiere, Newhagen, Robinson, & Shneiderman, 2006;Day et al., 2012;Hudiburg, Ahrens, & Jones, 1994;Lazar, Jones, Hackley, & Shneiderman, 2006;Riedl, 2012;Riedl, Kindermann, Auinger, & Javor, 2012;Smith et al., 1999). It has also been shown that unexpected returns to manual performance when automation fails may lead to performance loss and higher subjective workload (Manzey et al., 2012). ...
... This is in line with previous research in the field of human-computer interaction (Bessiere et al., 2004;Bessiere et al., 2006;Day et al., 2012;Lazar et al., 2006;O'Driscoll et al., 2010;Riedl, 2012;Smith et al., 1999) and generalizes the finding that technical problems can lead to stress and negative emotional reactions to the field of industrial work. The qualitative approach taken here allows exploring possible variables underlying the subjective experience of stress due to technical problems. ...
Article
Rapid advances in digitisation technologies are changing modern working conditions especially in industrial settings. Consequently, employees are confronted with new forms of human‐machine interaction. Whether changes in working conditions in general, and the increasing relevance of human‐machine interaction in particular, affect psychosocial working conditions and employeeꞋs health is currently matter of debate, but empirical data are lacking. Therefore, we conducted semi‐structured interviews with 36 employees working in five different companies. The interviews were aimed at identifying potential stressors associated with the introduction and use of modern technologies in the manufacturing industry. The results show that stressors linked to human‐machine interaction are technical problems, poor usability, low situation awareness, and increased requirements on employees’ qualification. For example, technical problems such as breakdowns or slowdowns were described as a main stressor when employees were not qualified to handle these problems on their own, thus decelerating work flows and causing additional time pressure. Overall, the results show that problems in human‐machine interaction which have been observed in laboratory and non‐industrial settings also apply to industrial work places with highly automated working conditions and are a potential source of stress. These factors should be considered in in psychosocial risk assessment of work‐related stressors.
... Frustration can be viewed both as an external event that has an impact on the individual, or the emotive response that the individual experiences (Berkowitz, 1989;Britt and Janus, 1940). Lazar et al. (2006a) suggested that frustrations occur 'when there is an inhibiting condition that interferes with or stops the realization of a goal ' (p. 189). ...
... This approach adopted in the current paper builds upon previous research that proposed a taxonomy of frustration, with particular focus on the emotive elements (Britt and Janus, 1940;Lazar et al., 2006a;Rosenzweig, 1934;Shorkey and Crocker, 1981). ...
Article
Full-text available
The present study aimed to explore the potential relationship between individual differences in responses to failures with digital technology. In total, 630 participants (50% male) aged between 18–68 years (M = 41.41, SD = 14.18) completed an online questionnaire. This included a self-report, response to failures in digital technology scale, a measure of Fear of Missing Out, Internet addiction, and the BIG-5 personality traits. Fear of Missing Out, Internet addiction, extraversion, and neuroticism all served as significant positive predictors for maladaptive responses to failures in digital technology. Agreeableness, conscientiousness, and openness acted as significant negative predictors for maladaptive responses to failures in digital technology. The responses to failures in digital technology scale presented good internal reliability, with items loading onto four key factors, these being; ‘maladaptive responses’, ‘adaptive responses’, ‘external support and venting frustrations’, and ‘anger and resignation’. The findings are discussed in the context of the end user experience, particularly where individual differences are seen to influence the level of frustration arising from a failure. The findings are also seen as a potential route for reducing the negative impact of failures in digital technology, particularly in the context of organisational productivity and responses to malicious cyberattacks.
... However, whereas existing research has consistently examined students' general attitudes surrounding technology use in academic settings, few studies to date have adapted existing theoretical paradigms concerning achievement motivation and emotions to more specifically examine how students respond to technological challenges. Thus, even with considerable research regarding computer use and problems (Lazar et al. 2005;Levine and Donitsa-Schmidt 1998;Rosen et al. 2016), there exists a lack of research addressing individuals' cognitive and emotional responses to difficulties encountered in academic computing contexts. ...
... More recent research has also found significant relationships between attributions and emotions following computer problems to differ between traditional and online students (Maymon et al. 2018), highlighting the relevance of attribution theory in examining motivational processes following technological difficulties. Furthermore, research on motivation following technological failure experiences of students who will soon enter the workforce could serve to improve training and support programs for newly hired employees working closely with computer technology given similarities previously found between student and workplace computer user frustration (Lazar et al. 2005). Generally, research programs that identify cognitive and emotional coping strategies following technological problems may prove important in creating more positive, effective learning environments. ...
Article
Full-text available
As education experiences are increasingly mediated by technology, the present research explored how causal attributions for academic computing difficulties impacted emotions and achievement in two studies conducted with post-secondary students in North America and Germany. Study 1 (N = 1063) found ability attributions for computer problems to be emotionally maladaptive (more guilt, helplessness, anger, shame, regret, anxiety, and boredom), with strategy attributions being more emotionally adaptive (more hope, pride, and enjoyment). Study 2 (N = 788) further showed ability attributions for computer problems to predict poorer academic achievement (grade percentage) over and above effects of attributions for poor academic performance. Across studies, the effects of effort attributions for computer problems were mixed in corresponding to more negative computing-related emotions despite academic achievement benefits. Implications for future research on students’ academic computing attributions are discussed with respect to domain-specificity, intervention, and technical support considerations.
... The critical times we live in are currently being addressed by research that explores how technology can assist humanity in coping with major problems (Stephanidis et al., 2019). However, discussion on this ground may lead HCI researchers into controversial areas, as professionals may not share the same views or goals regarding issues at the intersection of HCI and policy (Lazar et al., 2006). Furthermore, the geopolitical dichotomies inherited from colonial views (e.g. ...
Article
There are major geopolitical challenges for human-computer interaction (HCI): there may be little or no global HCI knowledge with a shared approach and identity; Western HCI theory and methods may not be adequate for regional or local models of education and practice; and the global organization of HCI research communities may be biased. This article explores geopolitical tensions in HCI research and practice fields. In particular, it offers an action-oriented framework to support systematic analysis and comparison of what HCI, as a field of knowledge and practice, is in different geopolitical contexts. We use activity theory combined with the knowledge mobilization framework to develop an actionable comparative analysis framework of geopolitical HCI challenges. The proposed framework is demonstrated by using it to analyse geopolitical HCI tensions in three case studies: the first one is focused on cultural and ideological issues surrounding the introduction of global HCI curricula in South Africa; the second one documents how local design practices in China are undermined by foreign narratives of the value of global HCI knowledge; and the third one offers an account of how global HCI could stimulate subversive local action in Colombia. The discussion takes up HCI tensions within and across countries, proposes a research agenda for geopolitical HCI research and presents theoretical contributions to activity theory and knowledge mobilization approaches. The conclusion answers research questions derived from the above challenges and summarizes how our framework and research agenda can be used to identify and assess geopolitical tensions in HCI ensuring diversity and pluralism in the field.
... Negative computing experiences may include computer crashes, poor network connections, login errors, or slow networks [56,57,58]. HCI research on computing frustration focuses on how to diminish barriers that users encounter when interacting with the human-computer interfaces [59], as negative experiences with computing can result in various undesirable outcomes including emotional exhaustion [60], resistance or discontinued use of technology [61], low satisfaction and self-efficacy, disruption and low morale in the workplace, and ineffective learning [62,63]. ...
... In addition, three-dimensional (3D)-style buttons enhance the recognition of clickable buttons and their accessibility [112]. Interaction objects should also be located in easily accessible and used locations, such as in the main navigation bar or header of the website, which ensures that the interaction objects are placed with the alignment of user expectations and behaviors [113,114]. Moreover, each entry field should be clearly and consistently labeled in the appropriate positions to guide the user interactively [18]. ...
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The aim of this study is to conceptualize website usability and develop a survey instrument to measure related concepts from the perspective of end users. We designed a three-stage methodology. First, concepts related to website usability were derived using content analysis technique. A total of 16 constructs measuring website usability were defined with their explanations and corresponding open codes. Second, a survey instrument was developed according to the defined open codes and the literature. The instrument was first validated using face validity, pilot testing (n = 30), and content validity (n = 40). Third, the survey instrument was validated using explanatory and confirmatory analyses. In the explanatory analysis, 785 questionnaires were collected from e-commerce website users to validate the factor structure of website usability. For confirmatory factor analysis, a new sample collected from 1086 users of e-commerce websites was used to confirm the measurement model. In addition, nomological validation was conducted by analyzing the effect of website usability concepts on three key factors: “continued intention to use”, “satisfaction”, and “brand loyalty”.
... Individuals frequently experience negative emotions when an expected event fails to occur or occurs differently from what was intended, especially if they perceive unfairness [54,150]. Such events trigger often frustration if an external entity's actions lead to a poor outcome [103]. ...
Article
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Conversational Agents (CAs) are becoming part of our everyday lives. About 10% of users display aggressive behavior toward CAs, such as swearing at them when they produce errors. We conducted two online experiments to understand user aggression towards CAs better. In the first experiment, 175 participants used either a humanlike CA or a non-humanlike CA. Both CAs worked without errors, and we observed no increased frustration or user aggression. The second experiment (with 201 participants) was the focus of this study; in it, both CAs produce a series of errors. The results show that frustration with errors drives aggression, and users with higher impulsivity are more likely to become aggressive when frustrated. The results also suggest that there are three pathways by which perceived humanness influences users’ aggression towards CAs. First, perceived humanness directly increases the frustration with the CA when it produces errors. Second, perceived humanness increases service satisfaction, which in turn reduces frustration. Third, perceived humanness influences the nature of aggression when users become frustrated (i.e., users are less likely to use highly offensive words with a more humanlike CA). Our research contributes to our theoretical understanding of the role of anthropomorphism in the interaction with machines, showing that designing a CA to be more humanlike is a double-edged sword—both increasing and decreasing the frustration that leads to aggression—and also a means to reduce the most severe aggression.
... To build resilient apps, connection failures should not be considered exceptional and the offline experience should be considered as just another state of the application. In this way, when a connection is lost, the app will continue to operate with some limitation, but avoiding crashes, blank screens or alert messages that generate frustration and abandonment by users [3]. Upon loss of connection, the app must be able to capture the user's intent, executing the required action as far as possible and completing it later when the connection has been re-established. ...
Conference Paper
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Applications for mobile devices tend to face a greater number of adverse situations derived from the very nature of mobility. In this context, improving resilience becomes relevant. Here we present some recommendations, based on preliminary studies, to increase resilience to the performance drop and power consumption increase caused by increased computational load.
... Usability includes characteristics of a system related to ease of use, subjective satisfaction, productivity, and learnability with an emphasis on assessing users' ability to operate technology effectively and efficiently to maximize adoption and future use (Hartson & Pyla, 2012;Holden & Rada, 2011;Ludwick & Doucette, 2009;Owens et al., 2019). Usability research with interactive systems reveals that user frustration with computer interfaces is associated with reduced satisfaction, efficacy, and learning (Lazar et al., 2006;Ludwick & Doucette, 2009). Online learning research further suggests that usability impacts the learning experience (Koohang, 2004) along with motivation and engagement (DeAngeli et al., 2006;Meiselwitz & Sadera, 2008). ...
Article
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Virtual training models to support teachers’ use of positive behavioral supports provide an unprecedented opportunity to support teacher professional development via practice, reflection, problem solving, and feedback in an authentic learning context. However, little is known regarding factors that influence teacher use and benefit from these models. This study examined a newly developed training model, Interactive Virtual Training for Teachers (IVT-T), including teacher interactions with IVT-T, teacher and technology characteristics that predicted training dosage, and whether training dosage predicted reliable changes in use of positive behavioral supports. K-8th grade teachers (N = 27) working in three high-poverty schools had access to IVT-T over 8 weeks. Multilevel regression models indicated teachers used the system, on average, 50% less than what was recommended, and weekly usage patterns reflected inconsistent and ad hoc engagement with the system. Teaching experience was significantly negatively associated (b = − 0.09; p < .001) with duration of use while gamers were more likely to avoid using the system (odds ratio = 4.75, p < .01). Regression analyses indicated IVT-T dosage did not predict changes in teachers’ use of positive behavioral supports; however, meaningful improvements in teachers’ use of these strategies were observed over time. Study limitations and future directions for research and practice are discussed.
... Despite the facilitating role played by computer technology in the learning process, some studies perceive it as an impediment to progress and could result in student frustration (Ambrose & Palpanathon 2017;Lazar et al. 2006). According to Lazar et al. (2006:189), frustrations occur when there is an inhibiting condition interfering with or stopping the realisation of a goal. ...
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Background: South Africa has incorporated Computer-Assisted Language Learning (CALL) into many university classrooms in order to help address ubiquitous concerns related to the limited English language proficiency of first-year university students. In the context of this study, the research site used the CALL application called the English Word Power (EWP programme). Research to establish students’ perceptions of the CALL application is somewhat limited, although students’ perceptions of a learning environment can be more useful in explaining their behaviour. Therefore, teachers’ understanding of the students’ perceptions towards a new learning programme is likely to assist them in tailoring the content according to the needs of the learners. Objectives: The objective of this study was to explore the students’ perceptions of the use of the EWP, a computer-based programme used for improving English language proficiency. The researchers endeavoured to gain an understanding of the students’ perceptions of the strengths and frustrations of the EWP programme. Specifically, the focus was on what the students perceived as their preferred mode of learning and what their views were regarding the contribution of the EWP programme in improving their language skills. Method: The study was qualitative in nature and a case study design was adopted. A purposive sample of 60 students from an Information and Communication Technology’s (ICT) Foundation programme was used to collect data. Focus group interviews were conducted with 60 purposefully selected students and content analysis was used to process data. Results: The study yielded mixed results, as some students were happy with some of the components of the EWP programme whilst others were frustrated with some components. Specifically, some students reported experiencing frustration with the irrelevant nature of the EWP content. On the contrary, the study revealed that students were satisfied with the EWP programme’s accessibility, which facilitated their learning opportunities. Some students reported that their language proficiency concerning spelling and vocabulary had improved. The findings further revealed that the students preferred face-to-face learning to the EWP programme learning environment. Conclusion: The implication of the findings is that students need a language learning programme that is relevant to their field of study. They also require a programme that allows for student–student and lecturer–student interaction.
... Earlier research has shown that frustrated drivers exhibit more aggressive driving styles [4,12,25]. In automated driving, frustration might turn out as a central challenge: every user of modern complex interfaces knows how frustrating it can be to try to use an interface that does not behave as expected [14]. Therefore, even during automated driving frustration can occur and may decline acceptance and comfort. ...
Article
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Introduction Designing emotion-aware systems has become a manageable aim through recent developments in computer vision and machine learning. In the context of driver behaviour, especially negative emotions like frustration have shifted into the focus of major car manufacturers. Recognition and mitigation of the same could lead to safer roads in manual and more comfort in automated driving. While frustration recognition and also general mitigation methods have been previously researched, the knowledge of reasons for frustration is necessary to offer targeted solutions for frustration mitigation. However, up to the present day, systematic investigations about reasons for frustration behind the wheel are lacking. Methods Therefore, in this work a combination of diary study and user focus groups was employed to shed light on reasons why humans become frustrated during driving. In addition, participants of the focus groups were asked for their usual coping methods with frustrating situations. Results It was revealed that the main reasons for frustration in driving are related to traffic, in-car reasons, self-inflicted causes, and weather. Coping strategies that drivers use in everyday life include cursing, distraction by media and thinking about something else, amongst others. This knowledge will help to design a frustration-aware system that monitors the driver’s environment according to the spectrum of frustration causes found in the research presented here.
... This research builds on earlier research on workers' experiences in the workplace. For instance, their frustration with computer systems was documented in 2006 by Lazar et al. [59], who used time diaries to assess how frustration correlated with lost time and task importance. However, studies of negative experiences with computer technology date back considerably longer than 2006. ...
Article
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We investigate professional greenhouse growers’ user experience (UX) when using climate-management systems in their daily work. We build on the literature on UX, in particular UX at work, and extend it to ordinary UX at work . In a 10-day diary study, we collected data with a general UX instrument (AttrakDiff), a domain-specific instrument, and interviews. We find that AttrakDiff is valid at work; its three-factor structure of pragmatic quality (PQ), hedonic identification quality, and hedonic stimulation quality is recognizable in the growers’ responses. In this article, UX at work is understood as interactions among technology, tasks, structure, and actors. Our data support the recent proposal for the ordinariness of UX at work. We find that during continued use, UX at work is middle-of-the-scale, remains largely constant over time, and varies little across use situations. For example, the largest slope of the four AttrakDiff constructs when regressed over the 10 days was as small as 0.04. The findings contrast existing assumptions and findings in UX research, which is mainly about extraordinary and positive experiences. In this way, the present study contributes to UX research by calling attention to the mundane, unremarkable, and ordinary UXs at work.
... Negative emotion is also thought to promote detailed, analytical-sequential and more focused processing skills (Ashby, Isen, & Turken, 1999;Norman, 2002;Pekrun, Elliot, & Maier, 2009). However, in general, negative emotion has not been recommended much, as it may occur in an inhibiting condition that interferes with an academic goal (Lazar, Jones, Hackley, & Shneiderman, 2006). In the multimedia learning context, Heidig, Müller and Reichelt (2015) found that negative emotion (e.g., frustration) was elicited in instructional design with low (e.g., unclear or unpleasant) aesthetics and low usability (e.g., long loading time of learning materials) and it hindered learning (i.e., retention, comprehension or transfer). ...
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Lay Description What is already known about this topic Past emotion studies in multimedia learning primarily focused on the benefits of aesthetic design elements with instructional functions triggering learners' positive emotion. “Real” decorative elements in multimedia learning may be effective for learning indirectly by arousing interest and motivation. What this paper adds Emotional design of multimedia learning triggering learners' negative emotion can be effective for cognitive learning performance (i.e., retention of the learned knowledge) in optimal levels of content arousal. The emotional learning content, generated by background images using motivational cues, did not influence learners' germane and extraneous cognitive loads. Implications for practice and/or policy Our findings can provide useful information for effective emotional design, which is implemented by content features of the design, especially in microlearning, online learning or mobile learning in which visuals are frequently and increasingly used as an essential part for both attention and retention for a short span of time.
... Computer users frequently contend with lengthy delays, incompatible application files, malfunctioning input/output devices, difficult-to-understand menus, and system crashes, all of which are recurrent motifs in their negative computing experiences (Lazar, Jones, Hackley, & Shneiderman, 2006). Users' negative computing experiences are clearly a serious problem that is strongly related to the digital divide. ...
Article
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The benefits of the digital workplace technology applications, and their potential shortcoming have all been brought into sharp view by an intensification of digital employees pushed by Covid-19 outbreak. In this paper, the authors discussed how digital automation is changing workplace cultures, along with how employee users in an academic setting are utilizing computers and other digital technologies. The digital experiences of today's society have provided justification of how people use modern computers and how they affect our daily lives as a whole. In order to understand how individual experiences with technology use occur, it is necessary to look into human computer interactions that deal with knowledge, experiences, and technology use. High levels of negative experiences were found in our study of 137 female and 107 male workplace computer users. Primary and secondary sources were used to collect the survey's data. Using frequency percentage tables, descriptive statistics, and SPSS to test the hypothesis, the acquired data were examined using Chi-Square distribution. The research's conclusions indicated a high level of feminist gender frustrations because some users suffer loss of control and bad emotions when faced with digital frustrations.
... Technology frustration leads to dissatisfaction, and loss of self-efficacy and eventually lead to consumer uninstalling the app and leaving a bad review (Fogel & Zachariah, 2017). Technology frustration may also lead to disruption in the workplace, slow functionalities and not using the app (Lazar, Jones, Hackley, & Shneiderman, 2005) or also may lead to high levels of anxiety and anger on part of the user (Wilfong, 2006) eventually leading the user to stay away from the technology (Lenhart, Purcell, Smith, & Zickuhr, 2010). As pointed out by Guchait and Namasivayan (Guchait & Namasivayam, 2012), all the factors mentioned above create a bad response for the technology in the market. ...
Article
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This study explores how hedonic mobile applications (apps) compare to utilitarian apps in consumer evaluation. We posit that achieving a set of passionate consumers is a pre-cursor to product success in markets, whereas technology frustration is a negative hindrance to the product success. Also, we argue that technology frustration may act as a negative complementing factor to consumer passion, and this effect is higher for hedonic products than utilitarian products. We contextualize our study to the android apps, and used a dataset that tracked 19,121 apps in the android market for three months and coded our variables from this dataset. We conducted empirical analysis and found support for our hypotheses. This study contributes to the information systems and marketing literature in providing a new dimension associated with consumer evaluation of digital products, and draws evaluative comparisons between hedonic and utilitarian digital products.
... [22] correlated emotional aspects with efficiency and effectiveness in two websites, one accessible and one not accessible, it was concluded that accessible websites obtain better results when compared to the not accessible ones. [16] investigated the correlation between emotional and efficiency aspects, identifying the frustrations of sighted users during interactions in websites and applications. ...
Conference Paper
With the emergence of new web design trends, as the Responsive Web design, new problems concerning users experience emerges, such as the importance of investigating the impact of these new web trends on blind user's experience. Thus, this work identifies and ranks the emotional impact and barriers faced by blind and sighted users experience when interacting with responsive and non-responsive web designs. Six websites were selected, three responsive and three non-responsive. The users performed six tasks in each website. To understand the emotional responses of blind and sighted users, we used the Affect Grid Method to classify user's emotions during interactions. We also applied statistical tests during data analysis. The results show that non-responsive websites presented a higher percentage of pleasant emotions and high excitement when compared to responsive ones. We also found evidence that barriers faced by users during interactions that impacted on the emotions of users have been triggered by non-compliance to WCAG guidelines. The main impacts identified in this study were the barriers to accessibility, navigability and content faced by blind users caused by the lack of robust web content.
... The negative impacts of mobile ICT on CMPs' attention and time suggest that construction organizations will need to address these concerns with the design of policies and workplace practices as well as regular training programs. Some previous studies reported that frustration and depression among employees could occur due to technostress, such as the struggle to adapt to rapidly advancing and increasingly sophisticated technologies, and in turn could adversely affect productivity (Tu et al. 2005;Lazar et al. 2006). However, this research found that this may not be the case in the context of current mobile ICT and construction project management practices. ...
Article
Although many construction organizations have recently adopted mobile information and communication technologies (ICT) such as smartphones and tablets to support project management activities, it has not been clear what drives the adoption of mobile ICT and what kinds of real benefits are provided by the use of mobile ICT in the context of construction project management. Against this background, the present study aims to empirically investigate the main consequences of the use of mobile ICT in construction project management and how the use of mobile ICT can ultimately affect construction productivity. An exploratory factor analysis based on survey data collected from 101 construction management professionals (CMPs) in Australia's construction industry identified five factors, namely, improved communication and work relationship, distraction and waste of time, better information management on-site, better management of construction defects, and improved work planning, as the most important consequences of their use of mobile ICT. An ordinal regression analysis based on the extracted factors revealed that the use of mobile ICT can influence construction productivity through improved communication and work relationship, distraction and waste of time, and better management of construction defects. In addition, this research revealed that the extent of usage of mobile ICT is related to three factors: better information management on-site, better management of construction defects, and improved work planning. These empirical results explain the benefits and risks of current mobile ICT in the context of construction project management and can also inform construction organizations regarding how to utilize mobile ICT effectively in their projects.
... Les dysfonctionnements technologiques impliquant des pertes de temps et une surcharge de travail suscitent agressivité, résignation et sensation de perte de contrôle (Lazar, Jones, Hackley, & Shneiderman, 2006). En outre, l'augmentation de la charge liée aux communications et aux flux de messages à traiter, les efforts consécutifs en termes de concentration et d'attention, et le coût émotionnel entrainent une détérioration des relations interpersonnelles. ...
Article
Telepressure at work, relation between electronic mail use at work and leader-member exchanges: roles of recognition and workload Organizations rely heavily on asynchronous message-based technologies (e.g., e-mail) for the purposes of work-related communications. These information and communication technologies (ITC) are means of knowledge transfer and building social networks but can be sources of stress. Submitted to intensive electronic mailings, workers might feel varying levels of preoccupations with and urges for responding quickly to messages from many sources at work (supervisors, colleagues, customers). The workplace telepressure can lead to fast response times and thus faster decisions and other outcomes initially. However, research from the health and stress literature suggests that workplace telepressure interferes with use of the electronic mail, workload, recognition, LMX (Leader-Member eXchanges). The electronic mails (EM) at work are the communications tool the most used within the current companies. This exploratory study tries to understand the relations between the use of the electronic mails and the quality of leader-member exchanges, on one hand, and the telepressure, on the other hand by testing the mediating effects of the recognition and the workload. The results with 56 junior employees indicate that the perceived use of EM is positively bound to the quality of the leader-member exchanges and negatively to the telepressure. The effects of the use of the EM on leader-members exchanges are mediated by the recognition. The effects of the use of EM on telepressure are mediated by the workload. This exploratory study tries to explain these complex and ambiguous relations, while bringing new avenues of research. Implications for future research and workplace practices are discussed.
... Ähnliche Befunde werden auch für die Bedienbarkeit von Software beschrieben. So können überladene Benutzeroberflächen oder zu lange Antwortzeiten von Software zu Stress und Frustration führen (Bessiere et al. 2004;Kjeldskov et al. 2010;Lazar et al. 2006;Riedl 2013;Smith et al. 1999 (Bessiere et al. 2004;Riedl 2013;Smith et al. 1999). Auch Arbeitsunterbrechungen, die ebenfalls Ergebnis technischer Störungen sein können, können einen negativen Einfluss auf die Arbeitszufriedenheit und die psychische Gesundheit (z.B. ...
Article
Background: The use of digital technologies has become commonplace in both the service and the industrial sectors, and the majority of employees now use digital skills at work in some form or other. Considering this, it is important to assess whether working with digital communication technology, software or devices has implications for health. The purpose of the article is to give an overview of possible influences of digital technologies on psychosocial working conditions and the health implications of the latter. Methods: We conducted explorative literature research in the PsychInfo and Pubmed databases by using different key words to describe digital technologies, psychosocial working conditions and health. 41 studies were included. The findings are summarised narratively under two topics: electronic information and communication technologies and technologies for controlling work processes and machines. Results: The use of electronic information and communication technology can be accompanied by time pressure, work interruptions, multitasking and missing boundaries between work and life. As a consequence employees report (techno-)stress, anxiety, burnout and worse self-reported health. The evidence regarding the health consequences of technologies for the control of work processes and machines is fragmentary. However, some studies show that poor operability and malfunctions are associated with stress and frustration. In addition, anxiety is an issue in the interaction with computers and robots. Positive effects, e.g. a better work organisation due to digital support, are also reported. Conclusion: The evidence on possible effects of digital technologies on psychosocial health in the workplace is still incomplete. However, there are indications of effects of individual technologies, which should be taken into account in occupational health and safety as well as in the design of digital work tools.
Article
Purpose The purpose of this study is to gain empirical insights into whether accounting information systems (AIS) usage matters among Jordanian small and medium-sized enterprises (SMEs) during the period of COVID-19 pandemic. Design/methodology/approach The suggested research model in the current study is based on the extending technology acceptance model (TAM) to test the antecedents’ factors that impact on AIS usage among SMEs. To test the proposed research model, partial least squares structural equation modeling (PLS-SEM) was used. Findings The empirical findings revealed all postulated hypotheses were accepted except H3 . Contrary to what is expected, the empirical outcomes confirmed that perceived compatibility does not affect the perceived usefulness of AIS, and hence, the related hypothesis was rejected. Originality/value The results of the current research could be beneficial to a number of managers (owners) to obtain a better understanding of the benefits of AIS success usage among Jordanian SMEs performance during crises time as the COVID-19 pandemic crisis.
Article
BACKGROUND: The 2020 pandemic yielded significant changes to work – most notable was the shift from centralized to remote work. As employers called for the return to traditional office settings, workers resumed daily commutes to/from the workplace, resurrecting stressors like work overload, time constraints, and commuting strain. OBJECTIVE: We investigate (1) how commute strain affects employees’ work frustration, burnout, and satisfaction, and (2) how supportive supervisors and work climates may attenuate its negative implications. METHODS: Using a snowball sample of 403 workplace commuters obtained through various social media, we examined worker perceptions of commute strain, frustration, burnout, and dissatisfaction. We tested mediation and moderation hypotheses using OLS path modeling via the SPSS PROCESS macro. RESULTS: Results indicate that commute strain adversely affects work frustration, burnout, and job satisfaction. The negative frustration/satisfaction and burnout/satisfaction relationships were moderated by supervisor support and work climate, respectively. CONCLUSIONS: As more workers resume the daily commute, employers must be sensitive to the added strain associated with commuting and working while commuting as well as the serious downstream consequences of these strains. Fortunately, employers can moderate the severity of these consequences through supportive supervisors and work climates.
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Technology is increasingly leveraged in the healthcare context to provide instant and personalized feedback that can help users improve their well-being. However, technologies sometimes evoke negative emotions, which can reduce information technology (IT) use. These emotions may be related to the manner in which technologies provide feedback. It is hypothesized that emotional ramifications of feedback can be limited by providing feedback that is empathetic and supportive. An experiment is proposed to evaluate emotional reactions to different types of feedback provided by a chatbot in real-time. The chatbot will generate combinations of outcome, corrective, and personal feedback. Emotions will be continuously monitored throughout the chatbot interaction using emerging NeuroIS tools. The results will indicate how technologies that provide feedback can be designed to optimize emotions and promote continuous IT use.
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The recruitment of disabled participants for conducting usability evaluation of accessible information and communication technologies (ICT) is a challenge that current research faces. To overcome these challenges, researchers have been calling upon able-bodied participants to undergo disability simulations. However, this practice has been criticized due to the different experiences and expectations that disabled and able-bodied participants may have with ICT. This paper presents the methodology and lessons learned from ongoing mixed method-based usability evaluation of a suboptimal conventional computer mouse and an assistive gesture-based interface (i.e., the Leap Motion Controller) by stroke patients with upper-limb impairment and able-bodied participants experiencing a motor dysfunction simulation. The paper concludes with recommendations for future multidisciplinary research on ICT accessibility by people with disabilities.KeywordsAccessibilityUsability EvaluationDisability SimulationGesture-Based InterfaceAssistive Technology
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Purpose The purpose of this study is to test the antecedent factors that directly influence accounting information systems (AIS) usage, which, in turn, affects net benefits of AIS usage, drawing upon the technology acceptance model (TAM) in the context of Jordan. Design/methodology/approach To test the suggested research model, an online questionnaire was employed to collect data from 213 owners in Jordanian small and medium-sized enterprises (SMEs). The data were analyzed utilizing bootstrapped procedure by the partial least Squares-structural equation modeling (PLS-SEM). Findings Out of ten postulated hypotheses, eight were accepted. Mainly, the empirical outcomes confirm the suggested hypotheses that the perceived usefulness (PUS) of AIS is positively and significantly impacted by perceived convenience (PCN) and perceived ease of use (PEU). Besides, the outcomes confirm that AIS usage is significantly influenced by PUS, PEU and perceived compatibility (PCM). Finally, the net benefits of AIS are positively influenced by AIS usage and information technology (IT) knowledge, whereby it was revealed that IT knowledge has a direct and indirect effect. Originality/value This study addresses a vital research gap in the literature by suggesting a comprehensive research model that can help garner enhanced usage of an AIS to obtain a better achievement among Jordanian SMEs performance.
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Promoting meaningful experiences at work is essential to employees’ wellness and constitutes a strategic investment toward sustainable growth. Interactive work tools appear to have been excluded from most academic efforts to determine meaningful work. Yet, user experience for work tools can optimize interaction with technology, improve employee well-being, and give a more exciting, satisfying, and meaningful perception of the activity for workers. We conduct a two-stage qualitative study to develop a model of Design for Meaningful Work Experiences, aiming to answer the following question: how can researchers and designers approach work tool design to stimulate human flourishing through more meaningful work experiences? Based on a preliminary case study and a follow-up study consisting of 9 qualitative interviews, we develop a model that describes a new methodology to integrate Positive Design into the relationship between Human Work and Interaction Design. Creative inversion is introduced as an emergent design technique that can help foster creativity by facilitating communication between researchers, designers, and users.
Article
Workplace frustration can undermine the energy, enthusiasm, and performance of employees’ best talent. It affects the efficiency and the productivity of the work force of the public sector due to various institutional factors such as poor communication, resource constraint, unclear authority, poor promotion system and salary structure etc. This study focuses on the influence of institutional factors on workplace frustration and covers the moderating effect of gender. The data were collected through the questionnaire survey. The questionnaires were delivered for more than two hundred male and female employees working in central and provincial organizations in Eastern province. According to the results, the combined institutional factors have more than the moderate correlation with the frustration. At the same time each institutional factor also has individual correlation with employee’s frustration but the correlation varies from weak to good. Accordingly, the salary structure in the government sector has more influence to create frustration while the communication has weak correlation with frustration. Further, the results of t-test revealed that there is a significant difference between male and female employees in respect of frustration and the female employees have more frustration than males. However, as per the results of multiple regression analysis to check the moderation, the gender has no moderating effect on the relationship between institutional factors and frustration.in the public sector of Sri Lanka.
Article
Digital libraries (DLs) have been evaluated implicitly by analyzing the query behavior extracted from the log files (LFs), and explicitly by conducting user studies and usability tests. Unfortunately, such approaches do not fully assess the quality of the user experience (UX). Recently, UX is gaining momentum as a critical success factor across all sectors and became the ultimate criterion to guide user‐centered design. This is why we describe how the Mahlke's interaction UX framework can be adapted to the DL. We conducted a laboratory user study with 65 undergraduate students. Three data collection tools were considered: questionnaires, screen recording, and pick‐a‐mode scale. The findings of the study indicate that considering the UX when evaluating the DL provides useful insights of different aspects of the user interactions, perceptions and affective variables. The need to improve the DL system and simplify its interface still persists. Revisiting interfaces by implementing visualizing techniques is a possible solution.
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This study examined the usability challenges and emotional reactions blind college students experienced in accessing educational materials and communicating with professors and colleagues through online technologies. A case study approach was adopted. Five students were interviewed regarding their online learning experiences using Blackboard, a popular Course Management System. Analysis of the interviews revealed that the blind students found Blackboard poorly accessible, which affected their academic achievements. However, despite their frustrations and feelings of marginalization, the study also showed that the blind students were motivated and optimistic of their successes. The research suggests that academic administrators and CMS designers work jointly with adaptive software developers to create enhanced user interfaces, ensure universal access and usability of online technologies, and reduce educational inequities and frustrations encountered by blind students.
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A platform-independent Java Web application named TSI (Teacher-Student Interaction) that supports communication between an instructor, teaching assistants and students in a traditional on-campus course is presented in this chapter. Using the TSI, the instructor and teaching assistants can handle most of the routine work: upload student personal information, send students personal emails, etc. The system can easily be installed and administered individually by an instructor inexperienced in computers. It is as simple as a pen for students. Students can check their personal data (scores and comments), download educational materials, etc. As part of the TSI, a VBA application is used to analyze the course log files. This tool is helpful in understanding individual and group students’ behaviors. The TSI was successfully tested during six years at the University of Aizu (Japan) in an environment where English is one of the working languages and both students and professors are non-native speakers of English.
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Affective computing involves the research area focusing on the implementation of systems and mechanisms that are capable of identifying, understanding and elaborating human affections. It is a field that spans computer science, psychology and cognitive science. Nowadays, affective computing is considered to play a vital role in the field of e-learning since knowledge acquisition can be greatly affected by the changing emotional states of learners. The machines should understand the emotional states of students and adapt their behavior to them, thus providing a tailored response to these emotions. Affective computing systems identify the user’s emotional state and react accordingly. In view of the above, this chapter includes a short presentation of the concepts of affective computing tailored to social networking-based learning and learners’ affective states. Special mention is made of students’ frustration as an emotional state that can either influence the students’ learning rates or dropout rates and motivation strategies to overcome problems emerging from negative emotions. This chapter also presents well-known motivational theories as well as pre-processing techniques and ensemble classifiers for sentiment analysis through social networks. Motivation theories concern the support of students to achieve a goal or a certain performance level, leading to goal-directed behaviors. Pre-processing techniques deal with the necessary information to preprocess the reviews in order to find sentiment and make analysis whether it is positive or negative. Finally, Sentiment analysis refers to the use of expert methods (such as natural language processing, text analysis, computational linguistics) to systematically identify, extract, quantify, and study affective states and subjective information.
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This chapter presents the automatic frustration detection module and the response to it through motivational messages using a learning theory of our social networking-based language learning system, called POLYGLOT. In POLYGLOT, students can declare their affective state among “happy”, “frustrated” and “neutral”. However, their interaction with the tutoring system, i.e. experiencing difficulty in a test or receiving a bad grade, can be a blockage of their goal and as such the reason of feeling a negative emotion, such as frustration. Hence, POLYGLOT can detect students’ frustration by using the linear regression model. The relationships are modeled using linear predictor functions whose unknown model parameters are estimated from the data. Finally, the POLYGLOT’s response on frustration is the delivery of motivational messages based on the Attribution Theory, involving a three-stage process underlying that behavior must be observed/perceived, must be determined to be intentional and is attributed to internal or external causes. With the use of motivational messages, the students are assisted in the educational process and are not willing to quit learning.
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One of the tasks of a computer programmer is to diagnose and debug programming errors generated by either a compiler or an interpreter. However, the ways that the feedback is composed and presented to the programmer generally result in frustration and discouragement, especially for novice programmers. In fact, almost all compilers generate cryptic feedback messages displayed using a red foreground color. The purpose of this study is to examine the effects of a compiler’s feedback on programming performance. This research hypothesized that the feedback provided by the majority of the compilers hinders novice programmers in their effort to learn programming concepts. To investigate this, the research explores ways to incorporate low-level emotional design elements as part of the compiler’s feedback to counterbalance the frustration caused by the cryptic compilers feedback messages. The study was a 3 by 3 repeated measures factorial design ANOVA with two independent variables: affect type (neutral, positive, and negative) and feedback design type (fColor, fPhraseValence, and fHybrid). In addition, this research defines debugging effectiveness (dependent variable) as a numerical count that depicts the number of execution attempts before correcting a programming error. The predicted result was that positive emotion could reduce frustration & help programmers correct the errors with fewer attempts. Surprisingly, this study suggested that feedback designed to evoke negative emotion tends to lead programmers to correct programming errors with fewer execution attempts. Overall, this research demonstrated that the nature and type of feedback messages could potentially affect programming performance.
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Results from a review of laboratory and field studies on the effects of goal setting on performance show that in 90% of the studies, specific and challenging goals led to higher performance than easy goals, "do your best" goals, or no goals. Goals affect performance by directing attention, mobilizing effort, increasing persistence, and motivating strategy development. Goal setting is most likely to improve task performance when the goals are specific and sufficiently challenging, Ss have sufficient ability (and ability differences are controlled), feedback is provided to show progress in relation to the goal, rewards such as money are given for goal attainment, the experimenter or manager is supportive, and assigned goals are accepted by the individual. No reliable individual differences have emerged in goal-setting studies, probably because the goals were typically assigned rather than self-set. Need for achievement and self-esteem may be the most promising individual difference variables. (3½ p ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
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This chapter is a case study of a community-university partnership that is investigating strategies to bridge the “digital divide” by examining the role of community technology for the purpose of community building in a low- to moderate-income housing development. Since January 2000, the Camfield Estates-MIT Creating Community Connections Project, a partnership between the Camfield Tenants Association and Massachusetts Institute of Technology, has taken place at Camfield Estates, a 102-unit, low- to moderate-income housing development in Roxbury, Massachusetts, and its surrounding environs. This chapter includes the history and background of the project, the theoretical frameworks guiding the initiative, the project methodology that has been employed to integrate community technology and community building, early results, and a set of recommendations and lessons learned for other initiatives.
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This paper shares the early results of a study that is investigating strategies to bridge the “digital divide” [15, 16, 17, 18] — the gap between those who benefit from new technology and those who do not — by examining the role of community technology for the purpose of community building and economic development in a low-to moderate-income housing development. Since January 2000, the Camfield Estates-MIT Creating Community Connections Project, a partnership between the Camfield Tenants Association and Massachusetts Institute of Technology, has taken place at Camfield Estates, a 102-unit, low-to moderate-income housing development in Roxbury, Massachusetts, and its surrounding environs. With support from the W.K. Kellogg Foundation, Hewlett-Packard, RCN Telecom Services, Microsoft, and others, every family at Camfield has been offered a state-of-the-art desktop computer, software, high-speed Internet connection via cable-modem, and eight weeks of comprehensive courses — free of charge. Camfield residents are also supported by the Creating Community Connections (C3) System, a web-based, community building system designed at the MIT Media Laboratory, to establish and strengthen relationships between community residents, local businesses, and neighborhood institutions (e.g., libraries, schools, etc.) and organizations. Of the 102 units at Camfield, approximately 80 are presently occupied, while approximately 60 units have elected to participate in the project in some capacity, from among two rounds of sign-ups in September 2000 and January 2001. This paper is a case study of the Camfield Estates-MIT project to-date, including the history and background of the project, the theoretical frameworks guiding the initiative, the project methodology that has been employed to foster resident engagement and integrate community technology and community building, early results, and a set of recommendations and lessons learned for other initiatives.
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Using a deliberately slow computer–game-interface to induce a state of hypothesised frustration in users, we collected physiological, video and behavioural data, and developed a strategy for coupling these data with real-world events. The effectiveness of our strategy was tested in a study with thirty six subjects, where the system was shown to reliably synchronise and gather data for affect analysis. A pattern-recognition strategy known as Hidden Markov Models was applied to each subject's physiological signals of skin conductivity and blood volume pressure in an effort to see if regimes of likely frustration could be automatically discriminated from regimes when frustration was much less likely. This pattern-recognition approach performed significantly better than random guessing at classifying the two regimes. Mouse-clicking behaviour was also synchronised to frustration-eliciting events and analysed, revealing four distinct patterns of clicking responses. We provide recommendations and guidelines for using physiology as a dependent measure for HCI experiments, especially when considering human emotions in the HCI equation.
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In order to examine the impact of negative attitudes toward computer usage, a survey was administered that measured attitudes toward computers, the level of job satisfaction in the work environment, and general attitudes toward the organization. Twenty-nine employees at a real estate office completed a 24-item survey during a regularly scheduled employee meeting. Attitudes toward computers were generally positive; however, about one third of the sample felt incompetent in their ability to use computers, and 21% said that they avoid using computers altogether. Results also indicated that feelings of frustration and confusion about the use of computers were associated with lower job satisfaction. While negative attitudes towards computers were related to one 's attitudes toward the job, these attitudes were unrelated to one's feeling toward the company. Thus, computerphobia may have a strong link to individual job satisfaction, with any consequence for overall attitudes toward the company operating through prolonged dissatisfaction with one's job.
Conference Paper
Usability testing determines what problems thwart goal attainment, but what problems shape the user experience? This study gathered users recalled instances of frustration from using various technologies and categorized those frustrating incidents with the User Action Framework, an adaptation of Norman's seven stages of action for classifying usability problems. We found that many of the recalled frustrating incidents occurred while the user was in the Outcome phase and that most of those incidents were intrusive in the user's cognitive flow.
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Novice users face many challenges when browsing the Web. The goal of this experiment was to learn about how users perceive error situations when using the World Wide Web. Specifically, the goal was to learn which circumstances cause users to believe that an error has occurred. An exploratory experiment took place with 78 subjects who were novice users. In the experiment the subjects were asked to identify when they perceived that an error had occurred. The subjects reported a total of 219 error situations. These error situations were then classified by the researchers into the following four categories: user error, system error, situational error, and poor Web design. Based on the collected data, suggestions are presented for improving the usability of Web browsers and Web sites.
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When hard-to-use computers cause users to become frustrated, it can affect workplace productivity, user mood and interactions with other co-workers. Previous research has examined the frustration that students and their families face in using computers. To learn more about the causes and measure the severity of user frustration with computers in the workplace, we collected modified time diaries from 50 workplace users, who spent an average of 5.1 hours on the computer. In this exploratory research, users reported wasting on average, 42 – 43% of their time on the computer due to frustrating experiences. The largest number of frustrating experiences occurred while using word processors, email and web browsers. The causes of the frustrating experiences, the time lost due to the frustrating experiences, and the effects of the frustrating experiences on the mood of the users are discussed in this paper. Implications for designers, managers, users, information technology staff and policymakers are discussed.
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Social Informatics is the body of research that examines the design, uses, and consequences of information and communication technologies in ways that take into account their interaction with institutional and cultural contexts. This article serves as a brief introduction to social informatics. Examples such as computer networks, scientific communication via electronic journals, and public access to the Internet are used to illustrate key ideas from social informatics research. Some of the key themes include: the importance of social contexts and work processes, socio-technical networks, public access to information, and social infrastructure for computing support. The article draws upon 25 years of systematic analytical and critical research about information technology and social change.
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The article focuses on the need of encouraging research on universal usability of computers to empower every citizen The article focuses on the need of encouraging research on universal usability of computers to empower every citizen. Universal usability can be defined as having more than 90% of all households as successful users of information and communications services at least once a week. A 1998 survey of U.S. households shows that 42% have computers and 26% use Internet-based email or other services. A research agenda based on three challenges in attaining universal usability for web-based and other services include the first challenge to cope with the technology variety by supporting the 100-to-1 range of hardware, software and network access speeds. The other two challenges include the accommodation of enormous diversity of users and bridging the gap between what users know and need to know. Attaining benefits of universal access to web-based and other information, communications, entertainment, and government services will require a more intense commitment to lowering costs, coupled with human-computer interaction research and usability engineering. As a concluding note, the article points out the success of the U.S. in making their services usable by many on recognition of centrality of usability by it. INSET: Web Resources for Universal Usability .
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As computer usage has proliferated, so has user frustration. Even devoted and knowledgeable users encounter annoying delays, incomprehensible messages, incompatible files, and indecipherable menus. The frustration generated by these problems can be personally disturbing and socially disruptive. Psychological and social perspectives on frustration may clarify the relationships among variables such as personality types, cultural factors, goal attainment, workplace anger, and computer anxiety. These perspectives may also help designers, managers, and users understand the range of responses to frustration, which could lead to effective interventions such as redesign of software, improved training, better online help, user discipline, and even resetting of national research priorities.
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Introduction The goal of universal access to information and communications services is compelling. It has united hardworking Internet technology promoters, telecommunications business leaders, and government policy makers. Their positive motivations include innovative visions, corporate opportunities, and social goods respectively, although critics see unreasonable zeal for technology, pursuit of high profit margins, and regulatory excesses or omissions. Each sector is working hard to contribute what they see as valuable, while trying to respond to critics. Most technology infrastructure developers seek to accommodate high volumes of use, reliably and rapidly even at peak periods, while ensuring security. Most service providers strive to develop popular communications, e-commerce, healthcare, education, and other services, while ensuring profitability. Most government officials struggle to provide safety for consumers, freedom of speech, and privacy protection, while supporti
Workplace user frustration with computers: an exploratory investigation of the causes and severity
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