Frustration in Response to Impairments and Failures in Online Services, and Resulting Impact on Customer Attitudes
Abstract
In spite of the development of high-speed networks, the bandwidth intensity and real-time requirements of many online services continue to push the limits of current network implementations. This has resulted in services that may have frequent interruptions (impairments) or where there may be unavailability or loss of service (failures). While the issue of frustration, specifically in response to impairments and failures in online services, has received relatively little attention, there has been considerable research on frustration in general. In practice, every service implementation is a tradeoff between the need for high quality service delivery, and the need for efficient use of resources. This tradeoff is especially relevant for wireless services. In this paper we review the literature on frustration. We discuss the implications of past research findings relevant to understanding user experience with online services. We also discuss the tradeoff that exists between efficiency on the one hand, and quality that is acceptable for users, so that they do not become frustrated, on the other.
Authors: Mark Chignell, Andrea Jovanovic, de Guzman Chelsea, Jie Jiang, Leon Zucherman
Published in: TSpace (University of Toronto) (2014)