Toward a social-cognitive psychology of speech technology [electronic resource] : affective responses to speech-based e-service / Polkosky, Melanie Diane [Tampa, Fla.] : University of South Florida, 2005. eng ABSTRACT: Speech technologies, or technologies that recognize and respond to human speech, have recently emerged as a ubiquitous and cost-effective form of customer self-service (e-service). Although customer satisfaction is regarded as an important outcome of e-service interactions, little is known about users affective responses to conversational interactions with technology. Using a theoretical foundation derived from research in social cognition, interpersonal communication, psycholinguistics, human factors, and services marketing, two studies develop items for a speech interface usability scale, which is then used to examine interrelationships among individual differences (e.g., self-monitoring, need for interaction with a service provider, inherent novelty seeking), usability, comfort, and customer satisfaction. Thesis (Ph.D.)--University of South Florida, 2005. Includes bibliographical references. Text (Electronic thesis) in PDF format. System requirements: World Wide Web browser and PDF reader. Mode of access: World Wide Web. ABSTRACT: Speech technologies, or technologies that recognize and respond to human speech, have recently emerged as a ubiquitous and cost-effective form of customer self-service (e-service). Although customer satisfaction is regarded as an important outcome of e-service interactions, little is known about users affective responses to conversational interactions with technology. Using a theoretical foundation derived from research in social cognition, interpersonal communication, psycholinguistics, human factors, and services marketing, two studies develop items for a speech interface usability scale, which is then used to examine interrelationships among individual differences (e.g., self-monitoring, need for interaction with a service provider, inherent novelty seeking), usability, comfort, and customer satisfaction. Adviser: Judith Becker-Bryant. Human computer interaction. Dialogue design. Customer satisfaction. E-service. Speech user interface design.
Toward a social-cognitive psychology of speech technology [electronic resource] : affective responses to speech-based e-service /
Polkosky, Melanie Diane
[Tampa, Fla.] : University of South Florida,
2005.
eng
ABSTRACT: Speech technologies, or technologies that recognize and respond to human speech, have recently emerged as a ubiquitous and cost-effective form of customer self-service (e-service). Although customer satisfaction is regarded as an important outcome of e-service interactions, little is known about users affective responses to conversational interactions with technology. Using a theoretical foundation derived from research in social cognition, interpersonal communication, psycholinguistics, human factors, and services marketing, two studies develop items for a speech interface usability scale, which is then used to examine interrelationships among individual differences (e.g., self-monitoring, need for interaction with a service provider, inherent novelty seeking), usability, comfort, and customer satisfaction.
Thesis (Ph.D.)--University of South Florida, 2005.
Includes bibliographical references.
Text (Electronic thesis) in PDF format.
System requirements: World Wide Web browser and PDF reader.
Mode of access: World Wide Web.
ABSTRACT: Speech technologies, or technologies that recognize and respond to human speech, have recently emerged as a ubiquitous and cost-effective form of customer self-service (e-service). Although customer satisfaction is regarded as an important outcome of e-service interactions, little is known about users affective responses to conversational interactions with technology. Using a theoretical foundation derived from research in social cognition, interpersonal communication, psycholinguistics, human factors, and services marketing, two studies develop items for a speech interface usability scale, which is then used to examine interrelationships among individual differences (e.g., self-monitoring, need for interaction with a service provider, inherent novelty seeking), usability, comfort, and customer satisfaction.
Adviser: Judith Becker-Bryant.
Human computer interaction.
Dialogue design.
Customer satisfaction.
E-service.
Speech user interface design.