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Social information filtering: algorithms for automating “word of mouth”
CHI '95 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Quality is in the eye of the beholder: meeting users' requirements for Internet quality of service
Proceedings of the SIGCHI conference on Human Factors in Computing Systems
Designing trust into online experiences
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Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
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Designing Web Usability: The Practice of Simplicity
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Designing personalized user experiences in eCommerce
Personalizing interaction: directions for HCI research
Designing personalized user experiences in eCommerce
Creating an E-commerce environment where consumers are willing to share personal information
Designing personalized user experiences in eCommerce
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International Journal of Human-Computer Studies - Special isssue: HCI research in privacy and security is critical now
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ACM Transactions on Computer-Human Interaction (TOCHI)
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Communications of the ACM - Services science
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HICSS '08 Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences
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This paper proposes a framework based on Service Science for online service applications that identifies and enables a better understanding of the different issues faced by their designers, engineers, and delivery personnel. To demonstrate the utility of the framework, we consider the 6 basic characteristics of services -- customer-as-input, heterogeneity, simultaneity, perishability, coproduction, and intangibility -- and derive from these characteristics a list of 15 different issues that are highly important for the design and evaluation of the human-computer interface of online services: trust, privacy, and security; personalization, service recovery and quality consistency; performance consistency and fairness; demand management and marketing; customer empowerment and training; service expectation, process satisfaction, and anger/frustration management.