Smart TV Study—System Errors

  • Patrick EhrenbrinkEmail author
Part of the T-Labs Series in Telecommunication Services book series (TLABS)


Part IV of this work investigates factors which influence state reactance and the effect that state reactance has on interaction. The first study investigated state reactance as a consequence of system errors. System errors were the only item on the list of identified situations from the expert survey, described in Chap.  5, that has not been investigated in the context of human–computer interaction in the literature before. The study measured state reactance and acceptability of a smart television set (TV) that could be controlled via voice commands. The smart TV was able to display several steps of the processing chain of a command via different feedback types. Conditions were manipulated in a way, that artificial errors were introduced. In one error condition, the error could be identified as an interpretation error. In another error condition, the interpretation was correct and participants could not explain why the error had occurred. Results show that participants experience significantly higher levels of state reactance when the smart TV produced errors. However, when the participants could understand why the error had occurred, their state reactance levels were lower, compared to when they could not. This trend is also visible in the ratings of acceptability, which highly correlated with the state reactance ratings.


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© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.Werder (Havel)Germany

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