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|Title:||Introduction||Authors:||Karapanos, Evangelos||Keywords:||User Experience;Interactive Product;Perceptual Judgment;Personal Relevance;Evaluative Judgment||Category:||Computer and Information Sciences||Field:||Natural Sciences||Issue Date:||2013||Publisher:||Springer||Source:||Studies in Computational Intelligence, 2013, Pages 1-16||Abstract:||48% of returned products are not attributed to a violation of product specifications (Den Ouden et al., 2006). This finding was the initial motivation for this research project. Brombacher, den Ouden and colleagues (e.g., Den Ouden et al., 2006; Brombacher et al., 2005; Koca et al., 2009) found that an alarmingly increasing number of returned products, in 2002 covering 48% of returned products, are technically fully functional, i.e. according to specifications, but they are returned on the basis of failing to satisfy users' true needs (28%), or purely because of users' remorse (20%) (Den Ouden et al., 2006). Brombacher et al. (2005) introduced the term 'Soft Reliability' to refer to these situations where in spite of meeting with the explicit product specifications, a customer explicitly complains on the (lack of) functionality of the product.||URI:||http://ktisis.cut.ac.cy/handle/10488/13317||ISBN:||978-3-642-31000-3||DOI:||10.1007/978-3-642-31000-3_1||Rights:||© 2013 Springer-Verlag Berlin Heidelberg.||Type:||Book Chapter|
|Appears in Collections:||Κεφάλαια βιβλίων/Book chapters|
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