Quotation Görnemann, Esther, Spiekermann-Hoff, Sarah. 2021. A Value-based Perspective on User Experience - How Alexa's Value Dispositions Elicit Emotional Responses. In Proceedings of the 29th European Conference on Information Systems (ECIS), Hrsg. AIS, 1-17. Marrakesh (virtual): None.


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Abstract

Previous studies of user experiences with Conversational Agents (CAs) have often focused on specific use cases and evaluated usability and user expectations. Investigations of users’ emotional responses and on the value implications created by CAs have remained rare. We present a qualitative study with 30 participants, using a novel approach of observation that explores emotional responses to the underlying values elicited or harmed by the CA. Particularly, we report on the emotional responses to 37 unique values, which are involved when users perceive and interact with CAs or consider the social implications of CA usage. We found that harms of artefact-based values often continuously provoke anger and frustration. In contrast, our findings indicate that technology is particularly joyful when it fosters human values outside of central functionalities, such as community, autonomy, friendship, playfulness and humour. Manifestations of such person-based values can sustainably foster users’ personal growth, self-confidence and social relationships.

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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Contribution to conference proceedings
Language English
Title A Value-based Perspective on User Experience - How Alexa's Value Dispositions Elicit Emotional Responses
Title of whole publication Proceedings of the 29th European Conference on Information Systems (ECIS)
Editor AIS
Page from 1
Page to 17
Location Marrakesh (virtual)
Year 2021
URL https://aisel.aisnet.org/ecis2021_rp/71/
Open Access Y
Open Access Link https://aisel.aisnet.org/ecis2021_rp/71/

Associations

People
Görnemann, Esther (Details)
Spiekermann-Hoff, Sarah (Details)
Organization
Institute for Information Systems and Society IN (Details)
Research areas (ÖSTAT Classification 'Statistik Austria')
1108 Informatics (Details)
1109 Information and data processing (Details)
1127 Information science (Details)
1161 Human-computer interaction (Details)
2947 Information technology (Details)
5320 Marketing (Details)
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