@article{ferreri_mayhorn_2022, title={Identifying and understanding individual differences in frustration with technology}, volume={7}, ISSN={["1464-536X"]}, DOI={10.1080/1463922X.2022.2095458}, abstractNote={Abstract Individual differences in user responses to malfunctions with technology are of primary interest, as this influences how a product can be improved and has not been examined extensively. Previously, individual differences in responses to technology failures have been examined in self-reported studies, but not in an experimental design. The current study expanded the findings from previous research with a mixed factorial design. Seventy-two (N = 72) undergraduate students were recruited to participate in this online study. They were asked to complete a shopping task and complete a survey about their experience. To examine individual differences in responses to technology failures, several repeated measures ANOVAs, multiple regressions, and hierarchical regressions were conducted to assess the effects of expectation and malfunction on frustration and performance. Results revealed individuals with a greater tendency to be neurotic or extraverted also tended to be more frustrated by a technology malfunction. Additionally, openness was the strongest predictor of less frustration with technology failures, while extraversion was the strongest predictor of more frustration with technology failures.}, journal={THEORETICAL ISSUES IN ERGONOMICS SCIENCE}, publisher={Informa UK Limited}, author={Ferreri, Nina R. and Mayhorn, Christopher B.}, year={2022}, month={Jun} }
 @article{ferreri_mayhorn_2021, title={That's Not What We Expected: Examining Technology Expectations and Malfunctions on Frustration}, volume={4}, ISSN={["2169-5083"]}, DOI={10.1177/10648046211007709}, abstractNote={ Technology malfunctions and expectations for technology performance influence user attitudes and behaviors regarding that technology. An empirical study explored how these factors interact to influence attitudes and performance on a task when exposed to a malfunction and certain expectations for technology performance. Unlike previous research, an interaction was found between malfunction and expectation such that individuals exposed to a malfunction with high expectations were more likely to complain about the incident to the responsible company. This is especially informative for industry customer service as it informs why users complain and what product features should be addressed to remedy the issues. }, journal={ERGONOMICS IN DESIGN}, publisher={SAGE Publications}, author={Ferreri, Nina and Mayhorn, Christopher B.}, year={2021}, month={Apr} }