"Broken Expectations" from a Global Business Perspective

A. Koca, E. Karapanos, A.C. Brombacher

    Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

    8 Citations (Scopus)


    Especially in the past few years, there has been an increase in the rejection rate of interactive consumer electronics products in the field, not due to broken hardware or software, but due to ‘broken expectations’ of users. However, operational methods to capture triggering contextual reasons are not functional in the industry. In addressing this gap, we propose systematic analysis of qualitative user feedback data resources from the field by utilizing our Disconfirmed Expectations Ontology (DEO). DEO provides for an efficient means to elicit relevant -but currently unrecognizable- feedback from the field to communicate that to the respective units in a product development process. We further demonstrate the utilization of DEO on a rich qualitative data set regarding the Apple iPhone™.
    Original languageEnglish
    Title of host publicationExtended abstracts on human factors in computing systems
    Place of PublicationBoston, MA
    PublisherAssociation for Computing Machinery, Inc
    ISBN (Print)978-1-60558-247-4
    Publication statusPublished - 2009
    Event27th Annual ACM Conference on Human Factors in Computing Systems (CHI 2009) - Boston, United States
    Duration: 4 Apr 20099 Apr 2009
    Conference number: 27


    Conference27th Annual ACM Conference on Human Factors in Computing Systems (CHI 2009)
    Abbreviated titleCHI 2009
    Country/TerritoryUnited States
    Internet address


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