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https://hdl.handle.net/20.500.14279/13317
Τίτλος: | Introduction | Συγγραφείς: | Karapanos, Evangelos | Major Field of Science: | Natural Sciences | Field Category: | Computer and Information Sciences | Λέξεις-κλειδιά: | User Experience;Interactive Product;Perceptual Judgment;Personal Relevance;Evaluative Judgment | Ημερομηνία Έκδοσης: | 2013 | Πηγή: | Studies in Computational Intelligence, 2013, Pages 1-16 | Περίληψη: | 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: | https://hdl.handle.net/20.500.14279/13317 | ISBN: | 978-3-642-31000-3 | DOI: | 10.1007/978-3-642-31000-3_1 | Rights: | © 2013 Springer-Verlag Berlin Heidelberg. | Type: | Book Chapter | Affiliation: | Madeira Interactive Technologies Institute | Publication Type: | Peer Reviewed |
Εμφανίζεται στις συλλογές: | Κεφάλαια βιβλίων/Book chapters |
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