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Introduction

  • Evangelos Karapanos
Part of the Studies in Computational Intelligence book series (SCI, volume 436)

Abstract

48% of returned products are not attributed to a violation of product specifications (Den Ouden et al., 2006). This finding was the initial motivation for this research project. Brombacher, den Ouden and colleagues (e.g., Den Ouden et al., 2006; Brombacher et al., 2005; Koca et al., 2009) found that an alarmingly increasing number of returned products, in 2002 covering 48% of returned products, are technically fully functional, i.e. according to specifications, but they are returned on the basis of failing to satisfy users’ true needs (28%), or purely because of users’ remorse (20%) (Den Ouden et al., 2006). Brombacher et al. (2005) introduced the term ‘Soft Reliability’ to refer to these situations where “in spite of meeting with the explicit product specifications, a customer explicitly complains on the (lack of) functionality of the product”.

Keywords

User Experience Interactive Product Perceptual Judgment Personal Relevance Evaluative Judgment 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  1. 1.Technologies InstituteMadeira InteractiveFunchalPortugal

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