Critical purchasing incidents in e-business

This research utilized the critical incident technique (CIT) to identify factors influencing customer satisfaction and retention of customers participating in e-commerce transactions. Customers were asked in telephone interviews to discuss both particularly satisfying and dissatisfying (or critical) incidents they had experienced when using web sites to conduct transactions. Each customer also provided demographic information, rated their satisfaction with the experience and ecommerce provider, and was asked how often they purchased products from the provider prior to and after the incident. Analysis revealed 662 citations by customers of items contributing to either positive or negative experiences. Exploratory text-mining analysis revealed that the majority of positive items pertained to the transaction (38%), product (25%), or website (23%), and to customer support (35%) or the transaction for negative items (30%). Approximately 86% of customers citing positive items said they were very likely to use the e-commerce site again, compared to 22% of customers citing negative items. Customer support and user experience both seemed to play an important mediating role on the criticality of negative incidents. Over 70% of first time users and customers who said customer support ignored or refused their requests for assistance said they were unlikely to return to the site, compared to 20% when customer support was said to be responsive. Correlation analysis confirmed that negative incidents tended to be more critical than positive ones, and more so for first time customers.     

User behaviours after critical mobile application incidents: the relationship with situational context

Users occasionally have critical incidents with information systems (IS). A critical IS incident is an IS product or service experience that a user considers to be unusually positive or negative. Critical IS incidents are highly influential in terms of users' overall perceptions and customer relationships; thus, they are crucial for IS product and service providers. Therefore, it is important to study user behaviours after such incidents. Within IS, the relationships between the situational context and user behaviours after critical incidents have not been addressed at all. Prior studies on general mobile use as a related research area have recognized the influence of the situational context, but they have not covered the relationships between specific situational characteristics and different types of user behaviours. To address this gap, we examine 605 critical mobile incidents that were collected from actual mobile application users. Based on our results, we extend current theoretical knowledge by uncovering and explaining the relationships between specific situational characteristics (interaction state, place, sociality and application type) and user behaviours (use continuance, word‐of‐mouth and complaints). We have found, for example, that users are less likely to engage in negative behaviours after negative incidents that take place outdoors or in vehicles than after indoor incidents. This is because users often consider indoor environments to be familiar and treat them with established expectations and low uncertainty: users are accustomed to the notion that the applications function indoors just like before. Further, we present practical implications for mobile application providers by suggesting to them which positive critical incidents are the most beneficial to promote and which negative critical incidents are the most crucial to avoid.     

Are interface agents scapegoats? Attributions of responsibility in human–agent interaction

This paper presents an investigation of the self-serving biases of interface agent users. An experiment that involved 202 MS Office users demonstrated that, in contrast to the self-serving hypothesis in attribution theory, people do not always attribute the successful outcomes of human–agent interaction to themselves and negative results to interface agents. At the same time, it was found that as the degree of autonomy of MS Office interface agents increases, users tend to assign more negative attributions to agents under the condition of failure and more positive attributions under the condition of success. Overall, this research attempts to understand the behavior of interface agent users and presents several conclusions that may be of interest to human–computer interaction researchers and software designers working on the incorporation of interface agents in end-user systems.     

Exploring agent support at the user interface in e-commerce applications

In this paper, we present some of the results from our ongoing research work in the area of ‘agent support’ for electronic commerce, particularly at the user interface level. Our goal is to provide intelligent agents to assist both the consumers and the vendors in an electronic shopping environment. Users with a wide variety of different needs are expected to use the electronic shopping application and their expectations about the interface could vary a lot. Traditional studies of user interface technology have shown the existence of a ‘gap’ between what the user interface actually lets the users do and the users’ expectations. Agent technology, in the form of personalized user interface agents, can help to narrow this gap. Such agents can be used to give a personalized service to the user by knowing the user’s preferences. By doing so, they can assist in the various stages of the users’ shopping process, provide tailored product recommendations by filtering information on behalf of their users and reduce the information overload. From a vendor’s perspective, a software sales agent could be used for price negotiation with the consumer. Such agents would give the flexibility offered by negotiation without the burden of having to provide human presence to an online store to handle such negotiations. Published online: 25 July 2001     

Predicting Asian undergraduates’ intention to continue using social network services from negative perspectives

With the maturity of the social network service (SNS) market, the increasing sophistication of its customer or user base, and the growing intensity of competition, SNS success has now become a pressing issue. Understanding the antecedents of continuance intention is the first step to assure the success of an SNS. This study proposed a model to examine the key drivers of users’ intention to continue using SNSs from negative standpoints. The developed research model was empirically validated using the responses from a field survey of 236 Asian undergraduates. The results revealed that normative pressure and fatigue are the main determinants of the users’ intention to continue using SNSs. Moreover, the findings showed that satisfaction is a major determinant of fatigue, whereas negative critical incidents are crucial predictors of satisfaction. The negative critical incidents experienced when undergraduates use services include rumour dissemination, advertising interference, and low ease of use. The implications of the present findings for research and managerial practice were analysed and discussed.     

The Effects of Social Influence on User Acceptance of Online Social Networks

With the proliferation of online social networks, understanding how and why individuals adopt and use these networks can help managers and marketers to design better methods and approaches toward engaging their users. The purpose of this study is to investigate the determinants of user acceptance of online social networks, with particular attention given to the effects of social influence. A research model was developed by incorporating two variables of social influence, subjective norm and critical mass, into an enhanced version of the Technology Acceptance Model, specifically to address issues related to online social networks. The model was empirically evaluated using survey data collected from 269 subjects about their perceptions of online social networks. The results reveal that both subjective norm and critical mass significantly affect perceived usefulness, which further affects users' usage intention, and perceived ease of use affects the usage intention indirectly through perceived usefulness. The implications of this study on theory and practice are discussed.     

Q: a scenario description language for interactive agents

Agent internal mechanisms form the basis for many of the languages proposed for describing agent behavior and interagent protocols. For the Web, however, we should also consider the needs of application designers such as sales managers, travel agents, and schoolteachers. To this end, the author is developing Q, a language for describing interaction scenarios between agents and users based on agent external roles. Q also provides an interface between computing professionals and scenario writers. Rather than depending on agent internal mechanisms, Q seeks to describe how scenario writers should request that agents behave. Scenarios help establish a bridge between the computing professionals who design agents and the scenario writers who design applications. Thus, we can expect an effective dialog to emerge from the interplay between the two different perspectives during the process of formalizing interaction patterns.     

An empirical study of supervised email classification in Internet of Things: Practical performance and key influencing factors

Internet of Things (IoT) is gradually adopted by many organizations to facilitate the information collection and sharing. In an organization, an IoT node usually can receive and send an email for event notification and reminder. However, unwanted and malicious emails are a big security challenge to IoT systems. For example, attackers may intrude a network by sending emails with phishing links. To mitigate this issue, email classification is an important solution with the aim of distinguishing legitimate and spam emails. Artificial intelligence especially machine learning is a major tool for helping detect malicious emails, but the performance might be fluctuant according to specific datasets. The previous research figured out that supervised learning could be acceptable in practice, and that practical evaluation and users' feedback are important. Motivated by these observations, we conduct an empirical study to validate the performance of common learning algorithms under three different environments for email classification. With over 900 users, our study results validate prior observations and indicate that LibSVM and SMO-SVM can achieve better performance than other selected algorithms.     

云环境下实时消息推送服务构建研究

随着移动互联网技术的发展,各类消息纵横交错,人们在获取关联信息时常感到无从选择。传统的消息获取,用户需要主动拉取网络存储的消息,此种方式获取消息的效率极其低下,会产生众多与用户无关的消息。消息推送需要用户不停地拉取刷新,属于被动推送。随着云技术的发展,消息推送技术逐步转变为云推送,告别了单一服务器推送的模式。对现有各类消息推送技术进行研究和分析,针对传统基于主题订阅模式的消息推送服务只能对应单一移动端通信的不足,提出了云实验环境下实现实时消息推送服务的构建方案,设计了消息推送服务(PushWeb)的运行框架,运用H5技术中的WebSocket技术实现了管理平台和移动客户端应用程序,并将其部署在阿里云中,经测试在良好的网络环境下能够将消息实时准确地推送至移动端。     

e-Learning continuance intention: Moderating effects of user e-learning experience

This study explores the determinants of the e-learning continuance intention of users with different levels of e-learning experience and examines the moderating effects of e-learning experience on the relationships among the determinants. The research hypotheses are empirically validated using the responses received from a survey of 256 users. The results reveal that negative critical incidents and attitude are the main determinants of the users’ intention to continue using the e-learning, irrespective of their level of e-learning experience. In addition, the findings show that the user’s experience of the e-learning service plays a moderating role. The impact of negative critical incidents on perceived ease of use is greater for less experienced users. By contrast, the impact of negative critical incidents on perceived usefulness is greater for more experienced users. Perceived ease of use has a more critical effect on the attitude and continuance intention of less experienced users, whereas perceived usefulness is found to be a stronger determinant of the attitude and behavioral intention of more experienced users. Moreover, the relationship between satisfaction and continuance intention is stronger for less experienced users than for more experienced users. The implications of the present findings for research and managerial practice are analyzed and discussed.     

Building intelligent collaborative interface agents with the ICAGENT development framework

This paper describes the implementation of intelligent collaborative interface agents using the intelligent collaborative agent (ICagent) development framework. In particular, the paper presents the implementation of a collaborative interface agent that acts as a tutor in the context of an educational software application. The agent deliberates socially with users following the SharedPlans model of collaborative activity. Social deliberation requires interface agents to make their desires and intentions clear to the application users, being in constant communication with them, to understand the context of their activity and to reconcile their own and users’ desires in the overall context of action. Reconciliation of users’ desires allows agents to recognize the situations where users need help. The paper briefly presents the ICagent development framework, describes the implementation of the interface agent, and discusses an example of the behavior of the agent during a collaboration session.     

Effects of the design of mobile security notifications and mobile app usability on users’ security perceptions and continued use intention

The explosive global adoption of mobile applications (i.e., apps) has been fraught with security and privacy issues. App users typically have a poor understanding of information security; worse, they routinely ignore security notifications designed to increase security on apps. By considering both mobile app interface usability and mobile security notification (MSN) design, we investigate how security perceptions of apps are formed and how these perceptions influence users’ intentions to continue using apps. Accordingly, we designed and conducted a set of controlled survey experiments with 317 participants in different MSN interface scenarios by manipulating the types of MSN interfaces (i.e., high vs. low disruption), the context (hedonic vs. utilitarian scenarios), and the degree of MSN intrusiveness (high vs. low intrusiveness). We found that both app interface usability and the design of MSNs significantly impacted users’ perceived security, which, in turn, has a positive influence on users’ intention to continue using the app. In addition, we identified an important conundrum: disruptive MSNs—a common approach to delivering MSNs—irritate users and negatively influence their perceptions of app security. Thus, our results directly challenge current practice. If these results hold, current practice should shift away from MSNs that interrupt task performance.     

Exploring factors related to users’ experience of public transport route choice: influence of context and users profiles

This exploratory study aims to achieve a better understanding of the users-related factors that affect the choice of routes in public transport (PT). We also look at what can motivate route and modes changes towards alternatives in a real situation. We investigated the experience of 19 users of PTs, using the critical incident technique (Flanagan in Psychol Bull 51(4):327, 1954). We asked participants to report incidents (i.e. situations) in cases they were very satisfied or dissatisfied with their choice. For both situations, the case of their usual route and case of an alternative were considered. A total of 91 incidents were collected and analysed using a multiple correspondences analysis. Additionally, users’ profiles were characterized and superposed to the analysis of incidents content. The main results are as follows. First, the user’s choice of PT route depends on the context (i.e. aim of the travel, time of day). Second, taking an alternative to the usual PT route or using a route combining different transport modes is determined by the context and by factors related to the pleasantness of the travel (e.g. to accompany a friend along the travel). Finally, depending on the user’s profile (i.e. combination of attitude towards PT and demographic variables), the factors taken into account to make the choice of a PT route are related to the efficiency or the pleasantness of the trip. These results show the importance of the contextual factors and the users’ profiles in route choice. They suggest that these factors should be further taken into account in new tools and services for mobility.     

Is mobile email functional or dysfunctional? Two perspectives on mobile email usage

This paper offers a study of contradiction in the usage of mobile email. Using qualitative data, the paper identifies mobile email usage patterns that are dangerous, distracting, anti-social and that infringe on work-life boundaries. Mobile email users were forthcoming in describing these dysfunctional usage patterns, but they made a convincing argument that their mobile devices are highly functional and allow them to be efficient, to multitask without disruption to others, and to respond immediately to messages, as well as offering them the freedom to work from anywhere. These dual perspectives on mobile email (dys)functionality are explored through a metaphorical lens, showing how organisational cultures can reinforce the functional perspective while simultaneously suppressing the dysfunctional view. It is argued that it is important to understand and explore the dysfunctional perspective of mobile email adoption. The paper concludes with a series of questions that challenge organisations to reflect critically on their assumptions about mobile email usage.     

Role of situational context in use continuance after critical exergaming incidents

Use continuance is crucial in terms of information systems (IS) success. Previous research has shown that situational context can be central for IS use continuance but has paid limited attention to its specific characteristics. Furthermore, the link between situational context and use continuance has remained unexplored in the novel area of “exergames,” which are defined as digital games requiring physical effort from the player that determines the outcome of the game. Studying exergames is deemed important due to their potential in providing health benefits for users, revenues for providers, and well‐being for societies. However, their potential remains unreached because users tend to discontinue usage after their initial experiences. To address these gaps, we investigate the relationships between specific situational characteristics and use continuance after critical exergaming incidents, in which the user has an exceptionally positive or negative experience. To do this, we quantitatively and qualitatively examined 461 actual critical exergaming incidents. Our findings provide a greater understanding of IS use continuance by revealing new knowledge about the relationships between specific situational characteristics (ie, purpose of use, type of gaming platform, social setting, place, and exertion level) and use continuance. We also offer explanations for these relationships, thus providing a first understanding of the previously unmapped area of how users behave situation‐dependently after critical exergaming incidents. Thus, we contribute both to the general IS continuance literature as well as to the specific area of exergaming. The context specificity of our study matches the calls for heavily contextualised IS research.     

A survey of blind users on the usability of email applications

Blind users face many challenges and obstacles when using computers at home and in the workplace, including difficulties in accessing web sites and using corporate software. A detailed understanding of usability problems in common email applications can inform designs that will provide improved usability. To help understand the challenges faced, a web-based survey on email usage by blind screen reader users was conducted. This paper presents the results of the survey of 129 blind users, which reveal several important facets of email applications that can be improved for blind users. The paper also discusses the specific challenges that are faced by blind users when using desktop and web-based email software.     

An integrated emotional and physiological assessment for VR-based active shooter incident experiments

Unfortunately, active shooter incidents are on the rise in the United States. With the recent technological advancements, virtual reality (VR) experiments could serve as an effective method to prepare civilians and law enforcement personnel for such scenarios. However, for VR experiments to be effective for active shooter training and research, such experiments must be able to evoke emotional and physiological responses as live active shooter drills and events do. The objective of this study is thus to test the effectiveness of an active shooter VR experiment on emotional and physiological responses. Additionally, we consider different locomotion techniques (i.e., walk-in-place and controller) and explore their impact on users’ sense of presence. The results suggest that the VR active shooter experiment in this study can induce emotional arousal and increase heart rate of the participants immersed in the virtual environment. Furthermore, compared to the controller, the walk-in-place technique resulted in a higher emotional arousal in terms of negative emotions and a stronger sense of presence. The study presents a foundation for future active shooter experiments as it supports the ecological validity using VR for active shooter incident related work for the purposes of training or research.     

Do Internet Users Have More Social Ties? A Call for Differentiated Analyses of Internet Use

Research on the impact of Internet use on social ties has generated conflicting results. Based on data from the 2000 General Social Survey, this study finds that different types of Internet usage are differentially related to social connectivity. While nonsocial users of the Internet do not differ significantly from nonusers in network size, social users of the Internet have more social ties than nonusers do. Among social users, heavy email users have more social ties than do light email users. There is indication that, while email users communicate online with people whom they also contact offline, chat users maintain some of their social ties exclusively online. These findings call for differentiated analyses of Internet uses and their effects on interpersonal connectivity.