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Title:
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SOURCES OF DISSATISFACTION IN MOBILE INTERACTION WITH THE REAL WORLD: A PRELIMINARY STUDY |
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Author(s):
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Markus Salo, Thomas Olsson |
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ISBN:
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978-972-8939-67-0 |
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Editors:
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Piet Kommers and Pedro Isaías |
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Year:
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2012 |
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Edition:
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Single |
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Keywords:
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Dissatisfaction, satisfaction, mobile applications, consumer behavior |
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Type:
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Full Paper |
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First Page:
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399 |
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Last Page:
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408 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Consumers can interact with real-world objects and places with mobile applications that link digital information with the physical world. However, the relatively novel area of mobile interaction with the real world involves numerous potential sources of consumer dissatisfaction. To form categories of dissatisfaction sources, we combined context-specific previous studies that examined satisfaction and dissatisfaction in the field of mobile applications. Further, we applied the categories to analyze negative critical incidents described by actual users. We propose that potential sources of dissatisfaction include technical functionality, interaction, content, customer service, privacy, compatibility, overall usefulness, consumer, and context. |
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