An empirical study of human web assistants: Implications for user support in web information systems

Conference on Human Factors in Computing Systems - Proceedings

Volumn , Issue , 2001, Pages 404-411

  Aberg, Johan ^a   Shahmehri, Nahid ^a  

^a LINKÖPING UNIVERSITY   (Sweden)

Author keywords

Attitude; Design guidelines; Efficiency; Field study; Universal usability; User support; Web information systems

Indexed keywords

ATTITUDE; FIELD STUDIES; UNIVERSAL USABILITY; USER SUPPORT; WEB INFORMATION SYSTEMS;

DESIGN; EFFICIENCY; HUMAN ENGINEERING; WEBSITES;

COMPUTER SYSTEMS;

EID: 0035037643     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1145/365024.365305     Document Type: Conference Paper

References (22)

1. Aberg, J., and Shahmehri, N. The role of human Web assistants in e-commerce: an analysis and a usability study. Internet Research: Electronic Networking Applications and Policy 10, 2 (2000), 114-125.
2. th Hawaii International Conference on System Sciences (2001).
3. Ackerman, M.S. Augmenting the Organizational Memory: A Field Study of Answer Garden, in Proceedings of CSCW'94 (1994), 243-252.
4. Ackerman, M.S., and McDonald, D.W. Answer Garden 2: Merging Organizational Memory with Collaborative Help, in Proceedings of CSCW'96 (1996), 97-105.
5. Bouchard Jr., T.J. Field research methods: Interviewing, questionnaires, participant observation, systematic observation, unobtrusive measures. In Dunnette, M.D. (ed.) Handbook of Industrial and Organizational Psychology. Rand McNally, (1976), 363-413.
6. Carroll, J.M., and McKendree, J. Interface design issues for advice-giving expert systems. Communications of the ACM 30, 1 (1987), 14-31.
7. Hoffman, D.L., Novak, T.P, and Peralta, M. Building Consumer Trust Online. Commmunications of the ACM 42, 4 (1999), 80-85.
8. Isakowitz, T., Bieber, M., and Vitali, F. Web Information Systems. Communications of the ACM 41, 7 (1998), 78-80.
9. Jarvenpaa, S.L., and Todd, P.A. Consumer Reactions to Electronic Shopping on the World Wide Web. International Journal of Electronic Commerce 1, 2 (1997), 59-88.
10. Jensen, C., Farnham, S.D., Drucker, S.M., and Kollock, P. The Effect of Communication Modality on Cooperation in Online Environments, in Proceedings of CHI'00 (2000), 470-477.
11. Karat, J. User-Centered Software Evaluation Methodologies. In Helander, M., Landauer, P., and Prabhu, P. (eds.) Handbook of Human-Computer Interaction. Elsevier Science B.V., (1997), 689-704.
12. Kobayashi, M., Shinozaki, M., Sakairi, T., Touma, M., Daijavad, S., and Wolf, C. Collaborative Customer Services Using Synchronous Web Browser Sharing, in Proceedings of CSCW'98 (1998), 99-108.
13. Kraut, R., Scherlis, W., Mukhopadhyay, T., Manning, J., and Kiesler, S. The Home Net Field Trial of Residential Internet Services. Communications of the ACM 39, 12 (1996), 55-63.
14. Lee, J., Kim, J., and Moon, J.Y. What makes Internet Users visit Cyber Stores again? Key Design Factors for Customer Loyalty, in Proceedings of CHI'00 (2000), 305- 312.
15. Lohse, G.L., and Spiller, P. Quantifying the Effect of User Interface Design Features on Cyberstore Traffic and Sales, in Proceedings of CHI'98 (1998), 211-218.
16. Löwgren, J. Human-computer interaction. Studentlitteratur, Lund, Sweden, 1993.
17. Ratnasingham, P. The importance of trust in electronic commerce. Internet Research: Electronic Networking Applications and Policy 8, 4 (1998), 313-321.
18. Rocco, E. Trust Breaks Down in Electronic Contexts but Can Be Repaired by Some Initial Face-to-Face Contact, in Proceedings of CHI'98 (1998), 496-502.
19. Shneiderman, B. Universal Usability. Communications of the ACM 43, 5 (2000), 85-91.
20. Spiller, P., and Lohse, G.L. A Classification of Internet Retail Stores. International Journal of Electronic Commerce 2, 2 (1998), 29-56.
21. Vijaysarathy, L.R, and Jones, J.M. Print and Internet catalog shopping. Internet Research: Electronic Networking Applications and Policy 10, 3 (2000), 191- 202.
22. Webster, J., and Martocchio, J.J. Microcomputer playfulness: Development of a measure with workplace implications. MIS Quarterly 16, 2 (1992), 201-226.