83,885 research outputs found
In pursuit of satisfaction and the prevention of embarrassment : affective state in group recommender systems
Peer reviewedPostprin
The Mediation Effect of Trusting Beliefs on the Relationship Between Expectation-Confirmation and Satisfaction with the Usage of Online Product Recommendation
Online Product Recommendations (OPRs) are increasingly available to onlinecustomers as a value-added self-service in evaluating and choosing a product.Research has highlighted several advantages that customers can gain from usingOPRs. However, the realization of these advantages depends on whether and towhat extent customers embrace and fully utilise them. The relatively low OPR USAgerate indicates that customers have not yet developed trust in OPRs’ performance.Past studies also have established that satisfaction is a valid measure of systemperformance and a consistent significant determinant of users’ continuous systemusage. Therefore, this study aimed to examine the mediation effect of trustingbeliefs on the relationship between expectation-confirmation and satisfaction. Theproposed research model is tested using data collected via an online survey from626 existing users of OPRs. The empirical results revealed that social-psychologicalbeliefs (perceived confirmation and trust) are significant contributors to customersatisfaction with OPRs. Additionally, trusting beliefs partially mediate the impactof perceived confirmation on customer satisfaction. Moreover, this study validatesthe extensions of the interpersonal trust construct to trust in OPRs and examinesthe nomological validity of trust in terms of competence, benevolence, andintegrity. The findings provide a number of theoretical and practical implications. 
Evaluating Competing Agent Strategies for a Voice Email Agent
This paper reports experimental results comparing a mixed-initiative to a
system-initiative dialog strategy in the context of a personal voice email
agent. To independently test the effects of dialog strategy and user expertise,
users interact with either the system-initiative or the mixed-initiative agent
to perform three successive tasks which are identical for both agents. We
report performance comparisons across agent strategies as well as over tasks.
This evaluation utilizes and tests the PARADISE evaluation framework, and
discusses the performance function derivable from the experimental data.Comment: 6 pages latex, uses icassp91.sty, psfi
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Money Guidance Pathfinder - A Report to the FSA
In April 2009 the Government and the Financial Services Authority launched the ÂŁ12m Money Guidance Pathfinder service in the North-West and North-East of England. The service, known as Moneymadeclear, provides impartial information and guidance on a wide range of personal finance issues tailored to the individual's needs and circumstances. It is available through the web, over the phone or face-to-face across the North-West and North-East.
An evaluation of the Money Guidance Pathfinder was undertaken by PFRC to provide an evidence base for decisions on the roll out of a national Money Guidance service
Application of Natural Language Processing to Determine User Satisfaction in Public Services
Research on customer satisfaction has increased substantially in recent
years. However, the relative importance and relationships between different
determinants of satisfaction remains uncertain. Moreover, quantitative studies
to date tend to test for significance of pre-determined factors thought to have
an influence with no scalable means to identify other causes of user
satisfaction. The gaps in knowledge make it difficult to use available
knowledge on user preference for public service improvement. Meanwhile, digital
technology development has enabled new methods to collect user feedback, for
example through online forums where users can comment freely on their
experience. New tools are needed to analyze large volumes of such feedback. Use
of topic models is proposed as a feasible solution to aggregate open-ended user
opinions that can be easily deployed in the public sector. Generated insights
can contribute to a more inclusive decision-making process in public service
provision. This novel methodological approach is applied to a case of service
reviews of publicly-funded primary care practices in England. Findings from the
analysis of 145,000 reviews covering almost 7,700 primary care centers indicate
that the quality of interactions with staff and bureaucratic exigencies are the
key issues driving user satisfaction across England
Developing a model of the behavioural intentions of older adults towards internet service providers : a UK perspective
Copyright and all rights therein are retained by the authors. All persons copying this information are expected to adhere to the terms and conditions invoked by each author's copyright. These works may not be re-posted without the explicit permission of the copyright holdersCountries around the globe have an ageing population that faces problems such as cognition, memory and visual difficulties. Mobile devices and products are part of daily life and to utilise them the role of internet service providers is essential. This research-in-progress paper aims to identify and evaluate factors that influence the older populationâs (over 50 years) selection of an internet service provider (ISP) as well as their continuous intention and behaviour to remain with the ISP. The outcomes of this research study are aimed at policymakers, academia and industryFinal Published versio
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