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research-article

Impact of irritation and negative emotions on the performance of voice assistants: : Netting dissatisfied customers’ perspectives

Authors:

Ronnie DasAuthors Info & Claims

Volume 72, Issue C

https://doi.org/10.1016/j.ijinfomgt.2023.102662

Published: 01 October 2023 Publication History

Abstract

With the rising popularity of voice assistants like Alexa, Siri, etc., understanding the service gaps experienced by customers has become imperative. In unison, limited studies are focusing on the perspectives of dissatisfied customers. This research aims to address this gap by suggesting the antecedents of technology irritation and its impact on the overall performance of voice assistants. The study uses a mixed-methods approach by analyzing the data gathered from user interviews, online reviews from users, and also empirical surveys. The qualitative study, capturing both etic and emic perspectives, found problems related to responsiveness, usability, platform, connectivity, and compatibility of VAs. While the empirical study revealed that utility gratification and service quality have a significant impact on technology irritation. The findings also show that customers from negative high and low arousal emotion groups have varying perceptions about utility gratifications.

Highlights

•

Prior literature has barely explored technology irritation with voice assistants (VAs).

•

Study examines how technology irritation and its antecedents affect VA performance.

•

Qualitative study found challenges of VAs like, responsiveness, usability, connectivity.

•

Utility gratification and system quality impact technology irritation.

•

Negative high and low arousal emotion groups differ in utility gratification views.

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Cited By

Kim MGlenn AVeluri BLee YGebre EBagaria APatel SGollakota S(2024)IRIS: Wireless ring for vision-based smart home interactionProceedings of the 37th Annual ACM Symposium on User Interface Software and Technology10.1145/3654777.3676327(1-16)Online publication date: 13-Oct-2024
https://dl.acm.org/doi/10.1145/3654777.3676327
Zhang CLi TLi YChang YZhang Z(2024)Fostering well-beingInternational Journal of Information Management: The Journal for Information Professionals10.1016/j.ijinfomgt.2024.10282279:COnline publication date: 1-Dec-2024
https://dl.acm.org/doi/10.1016/j.ijinfomgt.2024.102822
Raff SRose SHuynh T(2024)Perceived creepiness in response to smart home assistantsInternational Journal of Information Management: The Journal for Information Professionals10.1016/j.ijinfomgt.2023.10272074:COnline publication date: 27-Feb-2024
https://dl.acm.org/doi/10.1016/j.ijinfomgt.2023.102720
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cover image International Journal of Information Management: The Journal for Information Professionals

International Journal of Information Management: The Journal for Information Professionals Volume 72, Issue C

Oct 2023

198 pages

ISSN:0268-4012

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Elsevier Ltd.

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Elsevier Science Publishers B. V.

Netherlands

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Published: 01 October 2023

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Cited By

Kim MGlenn AVeluri BLee YGebre EBagaria APatel SGollakota S(2024)IRIS: Wireless ring for vision-based smart home interactionProceedings of the 37th Annual ACM Symposium on User Interface Software and Technology10.1145/3654777.3676327(1-16)Online publication date: 13-Oct-2024
https://dl.acm.org/doi/10.1145/3654777.3676327
Zhang CLi TLi YChang YZhang Z(2024)Fostering well-beingInternational Journal of Information Management: The Journal for Information Professionals10.1016/j.ijinfomgt.2024.10282279:COnline publication date: 1-Dec-2024
https://dl.acm.org/doi/10.1016/j.ijinfomgt.2024.102822
Raff SRose SHuynh T(2024)Perceived creepiness in response to smart home assistantsInternational Journal of Information Management: The Journal for Information Professionals10.1016/j.ijinfomgt.2023.10272074:COnline publication date: 27-Feb-2024
https://dl.acm.org/doi/10.1016/j.ijinfomgt.2023.102720
Sarraf SKar AJanssen M(2024)How do system and user characteristics, along with anthropomorphism, impact cognitive absorption of chatbots – Introducing SUCCAST through a mixed methods studyDecision Support Systems10.1016/j.dss.2023.114132178:COnline publication date: 14-Mar-2024
https://dl.acm.org/doi/10.1016/j.dss.2023.114132

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