extended-abstract

Understanding consumer perception of technological product failures: an attributional approach

Authors:

Jeroen Keijzers,

Elke den Ouden,

Yuan LuAuthors Info & Claims

CHI EA '09: CHI '09 Extended Abstracts on Human Factors in Computing Systems

Pages 4057 - 4062

https://doi.org/10.1145/1520340.1520617

Published: 04 April 2009 Publication History

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Abstract

Besides the widely promoted advantages the influx of new technology is bringing to consumers, the disadvantages due to increasing cognitive complexity of such technological advanced products have also been recognized. Among other things, an increasing number of unknown field complaints is one of the evidences. Since consumers often perceive a product's (mal)functioning differently than designers do, we propose an attributional approach to evaluate potential product failures. In this paper, we present the results of an exploratory empirical study to evaluate the attribution of picture quality failures in LCD televisions for a diverse group of consumers. This approach is aimed to provide designers better insight into how consumers perceive (potential) product failures, in order to support critical design decisions in the product development process.

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Yao YCai JDu KHou YMi H(2022)Establishing Design Consensus toward Next-Generation Retail: Data-Enabled Design Exploration and Participatory AnalysisProceedings of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491102.3517637(1-22)Online publication date: 29-Apr-2022
https://dl.acm.org/doi/10.1145/3491102.3517637
Brannon MGraeter PSchwartz DSantos J(2014)Reducing electronic waste through the development of an adaptable mobile device2014 Systems and Information Engineering Design Symposium (SIEDS)10.1109/SIEDS.2014.6829871(57-62)Online publication date: Apr-2014
https://doi.org/10.1109/SIEDS.2014.6829871

Index Terms

Understanding consumer perception of technological product failures: an attributional approach
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. HCI design and evaluation methods

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Published In

CHI EA '09: CHI '09 Extended Abstracts on Human Factors in Computing Systems

April 2009

2470 pages

ISBN:9781605582474

DOI:10.1145/1520340

General Chair:
Dan R. Olsen
Brigham Young University
,
Program Chairs:
Ken Hinckley
Microsoft Research
,
Meredith Ringel Morris
Microsoft Research
,
Scott Hudson
Carnegie Mellon University
,
Saul Greenberg
University of Calgary

Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for third-party components of this work must be honored. For all other uses, contact the Owner/Author.

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Published: 04 April 2009

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April 4 - 9, 2009

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CHI EA '09 Paper Acceptance Rate 385 of 1,130 submissions, 34%;

Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

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Yao YCai JDu KHou YMi H(2022)Establishing Design Consensus toward Next-Generation Retail: Data-Enabled Design Exploration and Participatory AnalysisProceedings of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491102.3517637(1-22)Online publication date: 29-Apr-2022
https://dl.acm.org/doi/10.1145/3491102.3517637
Brannon MGraeter PSchwartz DSantos J(2014)Reducing electronic waste through the development of an adaptable mobile device2014 Systems and Information Engineering Design Symposium (SIEDS)10.1109/SIEDS.2014.6829871(57-62)Online publication date: Apr-2014
https://doi.org/10.1109/SIEDS.2014.6829871

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Extracting Maximum Value from Consumer Returns: Allocating Between Remarketing and Refurbishing for Warranty Claims

An empirical study on how webcare mitigates complainants’ failure attributions and negative word-of-mouth

Sustainable Embedded Software Life-Cycle Planning

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