Document (#6266)

Author

Applegate, R.

Title

Models of user satisfaction : understanding false positives

Source

RQ. 32(1993) no.4, S.525-539

Year

1993

Abstract

Examines critically what is meant when it is said that users are 'satisfied' with online searches or other products of information retrieval systems. A review of research in library and information science, computer systems, marketing, and psychology reveals 3 models of user satisfaction: the Material Satisfaction Model; the Emotional Satisfaction Model - Simple Path; and the Emotional Satisfaction Model - Multiple Path. The alst model allows an understanding of the phenomenon of the 'false positive' emotional satisfaction, where users are satisfied with bad searches. Describes the characteristics of each model and the implications of the choice of model for user services and for research into user system interaction

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