Development and Psychometric Evaluation of the Emotional Metric Outcomes (EMO) Questionnaire

International Journal of Human-Computer Interaction

Volumn 30, Issue 9, 2014, Pages 685-702

  Lewis, James R ^a   Mayes, Daniel K ^b  

^a IBM   (United States)

^b State Farm Mutual Automobile Insurance Company   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER SATISFACTION;

EMOTIONAL RESPONSE; HIGH RELIABILITY; MULTI-FACTOR; SYSTEM USABILITY SCALE (SUS); TRADITIONAL ASSESSMENT; UTILITARIAN ASPECTS;

SURVEYS;

EID: 84904267513     PISSN: 10447318     EISSN: 15327590     Source Type: Journal    
DOI: 10.1080/10447318.2014.930312     Document Type: Article

References (40)

1. Agarwal, A., & Meyer, A. (2009). Beyond usability: Evaluating emotional response as an integral part of the user experience. In Proceedings of CHI 2009 Extended Abstracts on Human Factors in Computing Systems (pp. 2919-2930). Boston, MA: ACM.
2. Albert, B., Tullis, T., & Tedesco, D. (2010). Beyond the usability lab. Burlington, MA: Morgan Kaufmann.
3. Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Academy of Marketing Science, 27, 184-206.
4. Bangor, A., Kortum, P., & Miller, J. A. (2008). The System Usability Scale (SUS): An empirical evaluation. International Journal of Human-Computer Interaction, 24, 574-594.
5. Benedek, J., & Miner, T. (2002). Measuring desirability: New methods for evaluating desirability in a usability lab setting. In Proceedings of the Usability Professionals' Association. Orlando, FL: UPA.
6. Brooke, J. (1996). SUS: A "quick and dirty" usability scale. In P. Jordan, B. Thomas, & B. Weerdmeester (Eds.), Usability evaluation in industry (pp. 189-194). London, UK: Taylor & Francis.
7. Brooke, J. (2013). SUS: A retrospective. Journal of Usability Studies, 8, 29-40.
8. Cliff, N. (1987). Analyzing multivariate data. San Diego, CA: Harcourt Brace Jovanovich.
9. Cohen, J. B., Pham, M. T., & Andrade, E. B. (2008). The nature and role of affect in consumer behavior. In C. P. Haugtvedt, P. Herr, & F. Kardes (Eds.), Handbook of consumer psychology (pp. 297-348). New York, NY: Psychology Press.
10. Davis, F. D., & Venkatesh, V. (1996). A critical assessment of potential measurement biases in the Technology Acceptance Model: Three experiments. International Journal of Human-Computer Studies, 45, 19-45.
11. Devillers, A., Vidrascu, L., & Lamel, L. (2005). Challenges in real-life emotion annotation and machine learning based detection. Neural Networks, 18, 407-422.
12. Grier, R. A., Bangor, A., Kortum, P., & Peres, S. C. (2013). The System Usability Scale: Beyond standard usability testing. In Proceedings of the Human Factors and Ergonomics Society (pp. 187-191). Santa Monica, CA: HFES.
13. Guenzi, P., & Georges, L. (2010). Interpersonal trust in commercial relationships: Antecedents and consequences of customer trust in the salesperson. European Journal of Marketing, 44, 114-138.
14. Hassenzahl, M. (2001). The effect of perceived hedonic quality on product appealingness. International Journal of Human-Computer Interaction, 13, 481-499.
15. Hassenzahl, M. (2004). The interplay of beauty, goodness, and usability in interactive products. Human-Computer Interaction, 19, 319-349.
16. Humphreys, M. A., & Williams, M. R. (1996). Exploring the relative effects of salesperson interpersonal process attributes and technical product attributes on customer satisfaction. Journal of Personal Selling & Sales Management, 16(3), 47-57.
17. Kirakowski, J. (1996). The Software Usability Measurement Inventory: Background and usage. In P. Jordan, B. Thomas, & B. Weerdmeester (Eds.), Usability evaluation in industry (pp. 169-178). London, UK: Taylor & Francis.
18. Kortum, P., & Bangor, A. (2013). Usability ratings for everyday products with the System Usability Scale. International Journal of Human-Computer Interaction, 29, 67-76.
19. Laros, F. J. M., & Steenkamp, J. E. M. (2005). Emotions in consumer behavior: A hierarchical approach. Journal of Business Research, 58, 1437-1445.
20. Larson, R. C. (2008). Service science: At the intersection of management, social, and engineering sciences. IBM Systems Journal, 47, 41-51.
21. Lewis, J. R. (1995). IBM computer usability satisfaction questionnaires: Psychometric evaluation and instructions for use. International Journal of Human-Computer Interaction, 7, 57-78.
22. Lewis, J. R. (2002). Psychometric evaluation of the PSSUQ using data from five years of usability studies. International Journal of Human-Computer Interaction, 14, 463-488.
23. Lewis, J. R. (2011). Practical speech user interface design. Boca Raton, FL: Taylor & Francis.
24. Lindgaard, G., & Kirakowski, J. (2013). Introduction to the special issue: The tricky landscape of developing rating scales in HCI. Interacting with Computers, 25, 271-277.
25. Lottridge, D., Chignell, M., & Jovicic, A. (2011). Affective design: Understanding, evaluating, and designing for human emotion. Reviews of Human Factors and Ergonomics, 7, 197-237.
26. Lusch, R. F., Vargo, S. L., & O'Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83, 5-18.
27. Lusch, R. F., Vargo, S. L., & Wessels, G. (2008). Toward a conceptual foundation for service science: Contributions from service-dominant logic. IBM Systems Journal, 47, 5-14.
28. Nunnally, J. C. (1978). Psychometric theory. New York, NY: McGraw-Hill.
29. Pitkänen, O., Virtanen, P., & Kemppinen, J. (2008). Legal research topics in user-centric services. IBM Systems Journal, 47, 143-152.
30. Polkosky, M. D. (2008). Machines as mediators: The challenge of technology for interpersonal communication theory and research. In E. Konjin (Ed.), Mediated interpersonal communication (pp. 34-57). New York, NY: Routledge.
31. Reichheld, F. F. (2003). The one number you need to grow. Harvard Business Review, 81, 46-54.
32. Reichheld, F. (2006). The ultimate question: Driving good profits and true growth. Boston, MA: Harvard Business School Press.
33. Safar, J. A., & Turner, C. W. (2005). Validation of a two factor structure of system trust. In Proceedings of the Human Factors and Ergonomics Society 49th Annual Meeting (pp. 497-501). Santa Monica, CA: Human Factors and Ergonomics Society.
34. Sauro, J., & Lewis, J. R. (2012). Quantifying the user experience: Practical statistics for user research. Waltham, MA: Morgan Kaufmann.
35. Sijtsma, K. (2009). On the use, the misuse, and the very limited usefulness of Cronbach's alpha. Psychometrika, 74, 107-120.
36. Spohrer, J., & Maglio, P. P. (2008). The emergence of service science: Toward systematic service innovations to accelerate co-creation of value. Production and Operations Management, 17, 238-246.
37. Tullis, T., & Albert, B. (2008). Measuring the user experience: Collecting, analyzing, and presenting usability metrics. Waltham, MA: Morgan Kaufmann.
38. Turner, C. W. (2011). A strategic approach to metrics for user experience designers. Journal of Usability Studies, 6, 52-59.
39. Watson, D., & Clark, L. A. (1994). The PANAS-X: Manual for the Positive and Negative Affect Schedule-Expanded Form. Iowa City: The University of Iowa.
40. Xue, M., & Harker, P. T. (2002). Customer efficiency: Concept and its impact on e-business management. Journal of Service Research, 4, 253-267.