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  • 1.
    Alaqra, Alaa
    et al.
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science.
    Fischer-Hübner, Simone
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science.
    Pettersson, John
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Stakeholders’ Perspectives on Malleable Signatures in a Cloud-based eHealth Scenario2016In: Proceedings of the International Symposium on Human Aspects of Information Security & Assurance, 2016Conference paper (Refereed)
    Abstract [en]

    In this paper, we discuss end user requirements that we elicited for the use of malleable signatures in a Cloud-based eHealth scenario. The concept of a malleable signature, which is a privacy enhancing cryptographic scheme that enables the redaction of personal information from signed documents while preserving the validity of the signature, might be counter- intuitive to end users as its functionality does not correspond to the one of a traditional signature scheme. A qualitative study via a series of semi-structured interviews and focus groups has been conducted to understand stakeholders’ opinions and concerns in regards to the possible applications of malleable signatures in the eHealth area, where a medical record is first digitally signed by a doctor and later redacted by the patient in the cloud. Results from this study yielded user requirements such as the need for suitable metaphors and guidelines, usable templates, and clear redaction policies. 

  • 2.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Acting as we were friends: the influence of contact employee self-disclosure on customer reciprocity2012Conference paper (Refereed)
  • 3.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    I'll tell you something private and you'll buy from me: Effects of self-disclosure on reciprocity2012Conference paper (Refereed)
  • 4.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Selling by Telling: Effects of Self-disclosure on ReciprocityManuscript (preprint) (Other academic)
  • 5.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    The effect of frontline employees' personal self-disclosure on consumers' encounter experience2016In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, no May, p. 40-49Article in journal (Refereed)
    Abstract [en]

    The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.

  • 6.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Let the music play or not: the influence of background music on consumer behavior.2012In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 19, no 6, p. 553-560Article in journal (Refereed)
    Abstract [en]

    This study concerns the effect that music has on consumer behavior in two different retail contexts during regular opening hours. Two studies were conducted in a field setting with consumers (N=550). Consumers were recruited to answer questions regarding behavioral measures, attitudes, and mood during days when background music was played. The conclusions from the two studies are that music affects consumer behavior, but also that the type of retail store and gender influences both the strength and direction of the effect

  • 7.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    The effect of gaze on consumers’ encounter evaluation2016In: International Journal of Retail & Distribution Management, ISSN 0959-0552, E-ISSN 1758-6690, Vol. 44, no 4, p. 372-396Article in journal (Refereed)
    Abstract [en]

    Purpose – The research concerns the effect of frontline employees’ averted or direct gaze on consumers’ evaluation of the encounter. The purpose of this paper is to demonstrate that in normal interactions, a direct or averted gaze affects people’s evaluation of others. The question was whether this finding would hold true in commercial interactions.

    Design/methodology/approach – The authors conducted three experiments using a written scenario with a photograph among a total sample of 612 participants.

    Findings – This research showed that consumers’ social impression of the frontline employees mediated the effect of the employees’ gazing behaviour on consumers’ emotions and satisfaction with the encounters. The findings also showed that averting gaze had a negative effect on consumers’ first impression of the frontline employee, which affected consumers’ satisfaction with the encounter. The findings also showed that a direct gaze had a negative effect on encounter satisfaction when consumers sought to purchase embarrassing products.

    Originality/value – The research demonstrated that the effect of gaze on encounter satisfaction was mediated by the social impression and moderated by consumers’ approach/avoidance motivation.

  • 8.
    Andersson, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    How friendship might create reciprocal effects in terms of purchases2012Conference paper (Refereed)
  • 9.
    Andersson, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Background music as part of the servicescape: A study of the effect of music on the shopping experience2011Conference paper (Refereed)
  • 10.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Fischer-Hübner, Simone
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science.
    Pulls, Tobias
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Towards Usable Privacy Policy Display & Management2012In: Information Management & Computer Security, ISSN 0968-5227, Vol. 20, p. 4-17Article in journal (Refereed)
    Abstract [en]

    This paper discusses the approach taken within the PrimeLife project for providing user-friendly privacy policy interfaces for the PrimeLife Policy Language (PPL).We present the requirements, design process and usability testing of the “Send Data?” prototype, a browser extension designed and developed to deal with the powerful features provided by PPL. Our interface introduces the novel features of “on the fly” privacy management, predefined levels of privacy settings, and simplified selectionof anonymous credentials. Results from usability tests showed that users understand and appreciate these features and perceive them as being privacy-friendly, and they are therefore suggested as a good approach towards usable privacy policy display and management. Additionally, we present our lessons learnt in the design process of privacy policy interfaces.

  • 11.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Fischer-Hübner, Simone
    Karlstad University, Division for Information Technology.
    Pulls, Tobias
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Usable Transparency with the Data Track: A Tool for Visualizing Data Disclosures2015In: CHI EA '15 Proceedings of the 33rd Annual ACM Conference Extended Abstracts on Human Factors in Computing Systems / [ed] Bo Begole, Jinwoo Kim, Kori Inkpen, Woontack Woo, Association for Computing Machinery (ACM), 2015, p. 1803-18098Conference paper (Refereed)
    Abstract [en]

    We present a prototype of the user interface of a transparency tool that displays an overview of a user's data disclosures to different online service providers and allows them to access data collected about them stored at the services' sides. We explore one particular type of visualization method consisting of tracing lines that connect a user's disclosed personal attributes to the service to which these attributes have been disclosed. We report on the ongoing iterative process of design of such visualization, the challenges encountered and the possibilities for future improvements.

  • 12.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science.
    Fischer-Hübner, Simone
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Pulls, Tobias
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science.
    Towards Usable Privacy Policy Display & Management: The PrimeLife Approach2011In: Proceedings of 5th International Symposium on Human Aspects of Information Security & Assurance / [ed] Steven Furnell, Plymouth: University of Plymouth , 2011, p. 108-118Conference paper (Refereed)
  • 13.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Exploring Touch-Screen Biometrics for User Identification on Smart Phones2011In: Privacy and Identity Managementfor Life: Proceedings of the 7th IFIP WG 9.2, 9.6/11.7, 11.4, 11.6 International Summer School 2011 / [ed] an Camenisch, Bruno Crispo, Simone Fischer-Hübner, Ronald Leenes, and Giovanni Russello, Springer, 2011, p. 130-143Conference paper (Refereed)
    Abstract [en]

    The use of mobile smart devices for storing sensitive informationand accessing online services is increasing. At the same time, methods for authenticating users into their devices and online services that are not only secure, but also privacy and user-friendly are needed. In this paper, we present our initial explorations of the use of lock pattern dynamics as a secure and user-friendly two-factor authentication method. We developed an application for the Android mobile platform to collect data on the way individuals draw lock patterns on a touchscreen. Using a Random Forest machine learning classier this method achieves an average Equal Error Rate (EER) of approximately 10.39%, meaning that lock patterns biometrics can be used for identifying users towards their device, but could also pose a threat to privacy if the users' biometric information is handled outside their control.

  • 14.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Identity Management for online transactions - Using ‘Profiles’ to segregate personal information2012Manuscript (preprint) (Other academic)
  • 15.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Identity Management through “Profiles”: Prototyping an Online Information Segregation Service2013In: Human-Computer Interaction. Users and Contexts of Use: 15th International Conference, HCI International 2013, Las Vegas, NV, USA, July 21-26, 2013, Proceedings, Part III / [ed] Masaaki Kurosu, Springer Berlin/Heidelberg, 2013, Vol. 8006, p. 10-19Conference paper (Refereed)
    Abstract [en]

    Whereas in real everyday life individuals have an intuitive approach at deciding which information to disseminate to others, in the digital world it becomes difficult to keep control over the information that is distributed to different online services. In this paper we present the design of a user interface for a system that can help users decide which pieces of information to distribute to which type of service providers by allowing them to segregate their information attributes into various personalized profiles. Iterative usability evaluations showed that users understand and appreciate the possibility to segregate information, and revealed possible improvements, implications and limitations of such an interface.

  • 16.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Centre for HumanIT. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Profiles: prototyping an online information segregation service2013In: Human-Computer Interaction: Users and Contexts of Use, volume 8006, Proceedings Part III, / [ed] Kurosu, M.,, Springer, 2013Conference paper (Refereed)
  • 17.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Gullberg, Peter
    Gemalto, Gothenburg.
    Kling, Daniel
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management.
    Tavemark, Daniel
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management.
    Fischer-Hübner, Simone
    Karlstad University, Division for Information Technology.
    Understanding the user experience of secure mobile online transactions in realistic contexts of use2012In: Symposium on Usable Privacy and Security (SOUPS) 2012, Washington D.C.,USA: ACM Digital Library, 2012, p. 8-Conference paper (Refereed)
    Abstract [en]

    Possible attacks on mobile smart devices demand higher security for applications handling payments or sensitive information. The introduction of a tamper-proof area on future generations of mobile devices, called Trusted Execution Environment (TEE), is being implemented. Before devices with embedded TEEs can be deployed to the public, investigations on usability aspects of Trusted User Interfaces (TUI) are needed. This article describes the process we have followed at gathering requirements, prototyping and testing suitable designs for TUIs in combination with a touch-screen biometric system. At the end, we present relevant findings of a pilot study that we have conducted using an Experience Sampling Method (ESM) as part of our ongoing work.

  • 18.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Wästlund, Erik
    Johan, Högberg
    What Would It Take for You to Tell Your Secrets to a Cloud?: Studying decision factors when disclosing information to cloud services2014In: Secure IT Systems: 19th Nordic Conference, NordSec 2014, Tromsø, Norway, October 15-17, 2014, Proceedings, Springer, 2014, Vol. 8788, p. 129-145Conference paper (Refereed)
    Abstract [en]

    We investigate the end users’ behaviours and attitudes with regards to the control they place in the personal information that they disclose to cloud storage services. Three controlled experiments were carried out to study the influence in users’ decisions to retain or surrender control over their personal information depending on different factors. The results of these experiments reveal, among other things, the users’ willingness to surrender control over personal information that is perceived as non-sensitive in exchange for valuable rewards, and that users would value the possibility of knowing and controlling the parties who are granted access to their data in the cloud. Based on the results from the experiments we provide implications for the design of end-user tools that can promote transparency and accountability in cloud computing environments.

  • 19.
    Fischer-Hübner, Simone
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Hedbom, Hans
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Trust and Assurance HCI2011In: Privacy and Identity Management for Life / [ed] Jan Camenisch, Simone Fischer-Hübner, Kai Rannenberg, Berlin: Springer Berlin/Heidelberg, 2011, p. 245-260Chapter in book (Refereed)
  • 20.
    Högberg, Johan
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Marcus, Olsson
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Gamified in-store shopping: A field experiment investigating the effect off gamification2017Conference paper (Refereed)
  • 21. Högberg, Johan
    et al.
    Shams, Poja
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gamified in-store mobile marketing: The mixed effect of gamified point-of-purchase advertising2018In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384Article in journal (Refereed)
    Abstract [en]

    This study investigates the effect of gamification on in-store mobile advertisement. More specifically, it investigates the effect of gamification on the inclination to act on offers gained at point of purchase. For this purpose, a field experiment was conducted at a supermarket, where real customers were recruited. Eye tracking, smartphone activity logging and choice were used to investigate the customers’ behaviour. The results reveal that gamification is not always useful for increasing the tendency to act on offers. In fact, engagement in a gamified shopping task is needed; otherwise, the tendency to act on offers might even decrease when gamifying.

  • 22.
    Johansson-Hidén, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Walin, Susanne
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    IKT-stress finns det? Tre förstudier2002Report (Other academic)
  • 23.
    Johansson-Hidén, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Wallin, Susanne
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    IKT-stress finns det? Tre förstudier2002Report (Other (popular science, discussion, etc.))
    Abstract [sv]

    Huvudfrågeställningen i denna studie var: Upplever människor i organisationer en informations- och kommunikationsteknikrelaterad stress? Informations- och kommunikationsstress studerades genom en undersökning av användande och upplevelse av olika IKT, t ex stationär telefon, mobiltelefon, e-post, Internet, Intranet, hos ledare och administrativa assistenter i 3 organisationer. Generellt kännetecknas upplevelsen av IKT-användningen av ambivalens. Deltagarna rapporterade i lika hög grad fördelar som nackdelar med teknologin. Generellt fanns ingen IKT-stress. De 3 främsta stresskällorna i koppling till tekniken var: att bli avbruten i arbetet, tidsbrist och teknik som krånglar.

  • 24.
    Johansson-Hidén, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Wallin, Susanne
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Reflecting on ICT and Stress - Conceptual Connections and a Suggested Application2003In: HumanIT 2003 / [ed] John Sören Pettersson, Karlstad: Karlstad University Press, 2003, p. 35-57Chapter in book (Other academic)
  • 25.
    K Andersson, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Changing the servicescape with music2011Conference paper (Refereed)
  • 26.
    Kitkowska, Agnieszka
    et al.
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science.
    Meyer, Joachim
    Tel Aviv University.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Martucci, Leonardo
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science.
    Is It Harmful? Measuring People’s Perceptions of Online Privacy Issues2017Conference paper (Other academic)
    Abstract [en]

    We report preliminary findings from an online study, identifying people’s attitudes toward privacy issues. The results confirm some of the previous research findings regarding demographic and contextual dependencies of privacy perceptions. The research presents a new scale for measuring attitudes to privacy issues that is based on privacy harms. The results suggest that people consider privacy harms in generic and simplified terms, rather than as separated issues suggested in legal research. This research identified major factors that people tend to think of while considering online privacy.

  • 27.
    Kitkowska, Agnieszka
    et al.
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science (from 2013).
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies (from 2013).
    Meyer, Joachim
    Tel Aviv University, Tel Aviv, Israel.
    Martucci, Leonardo
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science (from 2013).
    Is It Harmful?: Re-examining Privacy Concerns2017In: Privacy and Identity Management: The Smart Revolution / [ed] Hansen Marit., Kosta Eleni., Nai-Fovino Igor., Fischer-Hübner Simone, Cham, Switzerland: Springer, 2017, p. 59-75Chapter in book (Refereed)
    Abstract [en]

    The increased popularity of interconnected devices, which we rely on when performing day-to-day activities expose people to various privacy harms. This paper presents findings from the empirical investigation of privacy concerns. The study revealed that people, regardless of their diversity, perceive privacy harms as generic and simplified models, not individually as suggested in Solove’s framework. Additionally, the results identified differences in privacy concerns related to information disclosure, protection behavior, and demographics. The findings may benefit privacy and system designers, ensuring that policies and digital systems match people’s privacy expectations, decreasing risks and harms.

  • 28.
    Kristensson, Per
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Soderlund, Magnus
    Stockholm Sch Econ, Dept Mkt & Strategy, Stockholm, Sweden..
    Influencing consumers to choose environment friendly offerings: Evidence from field experiments2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 76, p. 89-97Article in journal (Refereed)
    Abstract [en]

    The objective of this article is to examine a set of ways to influence consumer behavior toward making more environmentally friendly choices. We conducted three different studies to investigate (1) what consumers think would influence their behavior, (2) how several question-based verbal influence strategies nudge consumer behavior in one direction or another, and (3) how question-based written influence strategies influence consumer behavior. The findings reveal a discrepancy between what consumers think would influence behavior and what actually does influence it. In addition, under all verbal and written experimental conditions, influence strategies led to consumer change toward environmentally friendly offerings compared with alternative non-environment friendly offerings. The discussion highlights possible explanations for the results, managerial implications, the study's limitations, and suggestions for future research, with a special emphasis on research into factors that can change consumer behavior.

    The full text will be freely available from 2019-07-01 09:23
  • 29.
    Kristensson, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Söderlund, Magnus
    Handelshögskolan i Stockholm.
    Changing customer behavior towards the greener2014Conference paper (Refereed)
    Abstract [en]

    During the past decade, consumers are becoming increasingly more positive toward ecological and ethical attitudes offered by means of eco-labels, reduced food waste, and fair trade (Mazar & Zhong, 2010). Consumer choice may, in this sense, reflect values and beliefs that wish for a transformation of consumption toward the more sustainable. When consumers engage in shopping, service, such as care for our planet, constitute an important value aside from the physical offering. Research shows that by choosing green offerings customers are sending altruistic signals, associated with status, allowing them to feel better (Griskevicious et al., 2012). Thus, these types of green purchases enable several service-related outcomes attractive for consumers and society.

    Somewhat surprisingly, real-time sales data, collected in a large and market leading grocery store in Sweden, reveal that only 20 % of the customers actually chose eco-labeled offerings on behalf of a non-labeled competitive brand. Thus, green attitudes seem to not equal green behavior. An important question therefore regard how society can change consumers to behave, i.e. choose, more environment-friendly products in line with their attitudes (Thaler & Sunstein, 2008). Drawing from this question, our research examines the effectiveness whereby different influence strategies (Cialdini, 2009) affect consumers to choose environment-friendly products on behalf of similar but competing products without label. According to the service-dominant logic, retail stores offer resources that can be integrated into a service (Vargo et al., 2010). Current directions within service management label this type of research as transformative (Anderson et al., 2013).

    In a field experiment, front-line employees were instructed to verbally use four different influence strategies when customers approached a fruit desk where bananas of ecological and regular brands where displayed. See table 1 for treatments and their respective theoretical background regarding influence strategy.  

     

    “many customers are currently buying eco-labeled bananas right now”

    Social proof (Cialdini, 2009)

    “our eco-labeled bananas are situated right next to our employee standing there”

    Signaling (Griskevicious et al, 2012)

    “you seem interested in eco-labeled products – you can find them here”

    Labelling (Tybout & Yalch, 1980)

    “our eco-labeled bananas are priced no higher than any competing brands without label”

    Price (Thaler, 1985)

     

    The results clearly show the impact of the influence strategies. First of all, in a control group, the mere presence of a front-line employee informing about the different banana alternatives doubled the proportion (from 20 to 40%, p<.01) of choices in favor of eco-labeled bananas. Secondly, the strategies social proof (from 40 to 65%, p<.01) and signaling (from 40 to 68%, p<.01) further raised the proportions approximately 15%. Lastly the influence strategies price (from 66 to 76%, p<.03) and labeling (from 66 to 76%, p<.04) made yet another 10% chose eco-labeled bananas. 

    In sum, our research is promising viewed in light of encouraging behavioral change to create a more sustainable society. 

  • 30.
    Magnusson, Peter R
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Netz, Johan
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Exploring holistic intuitive idea screening in the light of formal criteria2014In: Technovation, ISSN 0166-4972, E-ISSN 1879-2383, Vol. 34, no 5-6, p. 315-326Article in journal (Refereed)
  • 31.
    Magnusson, Peter R
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Netz, Johan
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Exploring users’ appropriateness as a proxy for experts when screening new product/service ideas2016In: The Journal of product innovation management, ISSN 0737-6782, E-ISSN 1540-5885, Vol. 33, no 1, p. 4-18Article in journal (Refereed)
    Abstract [en]

    Despite the popularity and extensive use of engaging users in crowdvoting, very little research has been conducted into the appropriateness of users as substitutes for experts when judging ideas. Accordingly, the purpose of this paper is to investigate the appropriateness of using users as a proxy for professional experts during the initial idea screening of new product/service ideas. In other words, are users' assessments during idea screening conformant with professional experts' assessments and are they reliable as a proxy for experts during idea screening? In a comparative study, two different approaches to outsourcing the screening of wireless ideas to users are examined, including assessment by two different user panels: (1) technically skilled users and (2) technically naïve users. These two approaches were compared with the assessments made by professional experts. The results showed no conformance between users and experts when comparing their absolute scores. However, during a relative comparison (the ranking of ideas), both user panels were conformant with the professional experts. A test of the user panels' ability to select the same top ideas as the professional experts was successful, indicating good conformance between the user panels and the professional experts. This paper's contribution is knowledge of how conformant external users are compared with professional expert judges during idea screening. The results indicate that companies can employ users during the initial screening process using criteria assessment to select the best ideas for further elaboration, something that would significantly reduce the number of ideas. The paper suggests an alternative design to crowdvoting, whereby the users assess the relevant criteria.

  • 32.
    Magnusson, Peter R
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Netz, Johan
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Outsourcing idea screening: Exploring users’ appropriateness for judging new product/service ideas2012Conference paper (Refereed)
  • 33.
    Magnusson, Peter R
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Netz, Johan
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Who are you to judge?: Exploring users' appropriateness for judging new product/service ideas2012In: Proceedings of the 19th  International Product Development Management Conference, 2012, p. 151-152Conference paper (Refereed)
  • 34.
    Olsson, Marcus
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Högberg, Johan
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    In-Store Gamification: Testing a Location-Based Treasure Hunt App in a Real Retailing Environment2016In: 2016 49TH HAWAII INTERNATIONAL CONFERENCE ON SYSTEM SCIENCES (HICSS), 2016, p. 1634-1641Conference paper (Refereed)
    Abstract [en]

    Traditional retailers are facing strong competition from e-commerce. One way to meet this challenge is to follow the marketing movement of focusing on customer experiences. This transformation is based on the notion of engaging customers and one way to drive this engagement is through gamification to support value creation. In this study, we have identified variables affecting intentions to use gamified services and in what ways. For this purpose, we developed an app that generated different levels of gamification by varying the number of game elements. The data from a survey distributed during a field experiment indicates that an increasing level of gamification and technology experience have direct positive associations with intrinsic motivation. Furthermore, intrinsic motivation has a positive direct association with satisfaction, although this is partly mediated by mood. Finally, satisfaction has a positive direct relation with intention to use.

  • 35.
    Otterbring, Tobias
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies (from 2013). Department of Management/MAPP, Aarhus University, Denmark.
    Pareigis, Jörg
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies (from 2013).
    Makrygiannis, Alexander
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Lindstrom, Anton
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    The relationship between office type and job satisfaction: Testing a multiple mediation model through ease of interaction and well-being2018In: Scandinavian Journal of Work, Environment and Health, ISSN 0355-3140, E-ISSN 1795-990X, Vol. 44, no 3, p. 330-334Article in journal (Refereed)
    Abstract [en]

    Objectives This cross-sectional study investigated the associations between office type (cellular, shared-room, small open-plan, and medium-sized open-plan) and employees' ease of interaction with coworkers, subjective well-being, and job satisfaction. Methods A brief survey including measures of office type, ease of interaction with coworkers, subjective wellbeing, and job satisfaction was sent electronically to 1500 Swedish real-estate agents, 271 of whom returned usable surveys. The data were analyzed using a regression-based serial multiple mediation model (PROCESS Model 6), which tested whether the relationship between office type and job satisfaction would be mediated by ease of interaction and, in turn, subjective well-being. Results A negative relationship was found between the number of coworkers sharing an office and employees' job satisfaction. This association was serially mediated by ease of interaction with coworkers and subjective well-being, with employees working in small and medium-sized open-plan offices reporting lower levels of both these aspects than employees who work in either cellular or shared-room offices. Conclusions Open-plan offices may have short-term financial benefits, but these benefits may be lower than the costs associated with decreased job satisfaction and well-being. Therefore, decision-makers should consider the impact of office type on employees rather than focusing solely on cost-effective office layout, flexibility, and productivity.

  • 36.
    Otterbring, Tobias
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Shams, Poja
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Left isn’t always right: Placement of pictorial and textual package elements2013In: British Food Journal, ISSN 0007-070X, E-ISSN 1758-4108, Vol. 115, no 8, p. 1211-1225Article in journal (Refereed)
    Abstract [en]

    The purpose of this study is to investigate how the positioning of textual and pictorial design elements on a package affects visual attention (detection time) toward these element types. The study has a 3 × 2 (Stimulus × Location) between-subjects design. One pictorial and two textual package elements, located on the top right- or top left-hand side of a package, were used as stimuli. Visual attention was measured by eye-tracking. A total of 199 university students participated. The data were analysed using a two-way ANOVA and a Pearson’s chi-square analysis with standardised residuals. The results show that in order to receive the most direct attention, textual elements should be on the left-hand side of a package, whereas pictorial elements should be on the right-hand side. This is inconsistent with previous design directions (based on recall), suggesting the opposite element organisation. Previous research has focused on recall (whether respondents remember having seen package elements) or preference (whether respondents prefer a package based on element positioning). The focus of the present study was whether respondents actually saw the different elements on a package, and how long it took them to detect such elements. Detection time for certain element types can be viewed as a new and complementary way of evaluating the position of package elements. The paper also addresses whether preference is a result of easy information acquisition.

  • 37.
    Otterbring, Tobias
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wastlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Norwegian Business Sch, Dept Mkt, BI, Nydalsveien 37, NO-0442 Oslo, Norway..
    Eye-tracking customers' visual attention in the wild: Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency2016In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 28, p. 165-170Article in journal (Refereed)
    Abstract [en]

    A retail store is a multi-sensory environment filled with messages to tempt customers into making unplanned purchases. The purpose of this field study was to examine the interplay between three factors claimed to precede and influence unplanned purchases: store familiarity, visual attention, and navigational fluency (the subjective ease of navigating). Eye-tracking recordings and post-study questionnaires from 100 grocery store shoppers showed that store familiarity was positively associated with navigational fluency. However, customers' levels of dynamic gaze behavior (a frequent, widely distributed viewing pattern) moderated this effect. Dynamic gaze behavior significantly predicted navigational fluency among customers with low and moderate store familiarity, but not among customers familiar with the store. These findings challenge the formerly held assumption that store familiarity automatically implies navigational ease, and store unfamiliarity implies navigational difficulty. The results have implications for navigational aspects in stores. (C) 2015 Elsevier Ltd. All rights reserved.

  • 38.
    Otterbring, Tobias
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Seen but not recalled: investigating the effects of digital signange with eye-tracking2013Conference paper (Refereed)
  • 39.
    Otterbring, Tobias
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Shams, Poja
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Vision (im) possible? The effects of in-store signage on customers’ visual attention2014In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 21, no 5, p. 676-684Article in journal (Refereed)
    Abstract [en]

    We used two eye-tracking field experiments to investigate the extent to which in-store signage is used during navigation and decision making, and how the viewing of signage influences customers’ visual attention and choice behavior. One hundred and seventy-five customers at a grocery store were exposed to signage stimuli while carrying out predefined shopping tasks. Experiment 1 shows that attention toward signage is affected by customers’ levels of store familiarity and in-store search stage (navigation vs. decision making). Experiment 2 demonstrates that signage has a considerable impact on the direction and magnitude of customers’ visual attention during decision making.

  • 40.
    Otterbring, Tobias
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Shams, Poja
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Vision (im)possible: The effects of in-store signage on customers’ visual attention2012Conference paper (Refereed)
  • 41.
    Otterbring, Tobias
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Shams, Poja
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Eye-tracking Customers’ In-store Search Behavior: The Effect of Store Familiarityon Visual Attention at Different Stages of the Search Process2014In: 2014 Shopper Marketing & Pricing Conference Proceedings / [ed] Grewal, Roggeveen, Nordfält, 2014Conference paper (Refereed)
  • 42.
    Shams, Poja
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Familiarity and preference formation during the choice process2012In: The Scandinavian Workshop on Applied Eye Tracking May 2-4, Karolinska Institutet, Stockholm, 2012Conference paper (Refereed)
  • 43.
    Shams, Poja
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    The verticality heuristic: Why top shelf is not always top notch in product placementManuscript (preprint) (Other academic)
    Abstract [en]

    Many factors influence the consumer’s attention at point-of-purchase (POP), and suppliers invest heavily in these factors to influence behaviour and to increase the likelihood their products’ will ultimately be chosen. This paper contributes to the research on decision-making at POP by exploring shelf verticality (vertical space position) and product packaging as factors influencing consumer attention, consideration, and choice. We explored the inferences consumers drew from shelf verticality and product packaging by measuring visual perception in the decision-making process. In two eye-tracking experiments with value specific tasks (premium or budget), we found that consumers made inferences based on shelf verticality, which in turn influenced the initial visual attention towards products on the shelf. Nevertheless, consumers ultimately made value inferences from product packaging in consideration and choice of products. The implication is that consumers anticipate premium products to be placed on the top shelf level and budget products on the bottom. Any deviation from this expectation leads to longer search time. The main contribution of this research is that consumers use shelf verticality to reduce the search effort, similar to a heuristic, when product search is initiated. Consequently, the optimal placement of a product should be based on consumers’ expectations.

  • 44.
    Shams, Poja
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Löfgren, Martin
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Packaging placement and design as extrinsic cues: A visual perception study on non-durables consumer goods2011Conference paper (Refereed)
  • 45.
    Shams, Poja
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Revisiting Russo and Leclerc2012In: ETRA2012, Association for Computing Machinery (ACM), 2012, p. 389-392Conference paper (Refereed)
    Abstract [en]

    In this paper, we revisit a seminal research contribution by Russo and Leclerc [1994], which identified three stages of the consumer choice process; (1) orientation, (2) evaluation, and (3) verification. Their three stage model broke with previous research favoring two stage models and it disconfirmed the models of planned analysis of choice in favor of an adaptive and constructive process [Wedel and Pieters 2008]. The aim of this paper is to replicate the original study by Russo and Leclerc [1994] to better understand the characteristics of the different stages of the consumer choice process. We argue that such a replication is needed due to the advancements in the technology of eye-tracking during the last 15 years and the detrimental effects of think-aloud protocols. In general, our replication of the research by Russo and Leclerc [1994] confirms the three stage model they suggested by, but we identify some noteworthy differences regarding the time it takes to make a decision and the mean observation time in the three stages

  • 46.
    Shams, Poja
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Using Heuristics to Revisit Consumer Choice Processes through the Eyes of the ConsumerManuscript (preprint) (Other academic)
    Abstract [en]

    The purpose of the present study is to test Russo and Leclerc’s (1994) three-stage model and evaluate the influence that product familiarity and decision task have on the three stages of consumer choice process. Previous researchers have suggested that consumer choice is performed in a structured manner in a multiple-stage process. These stages are understood as sub-processes of a consumer choice process and consist of iterations of elimination and consideration within the consumer choice process. Russo and Leclerc (1994) identified three such stages – (1) orientation, (2) evaluation, and (3) verification – by studying variations of visual attention in the consumer choice for fast-moving consumer goods. We conducted three eye-tracking experiments with results that generally confirmed the staged consumer choice model suggested by Russo and Leclerc (1994). However, we identified differences in how the mean observation time varies over the three stages of the process. In contrast to the findings of Russo and Leclerc (1994), our results show that product familiarity influences the evaluation and verification stage of the consumer choice process as familiar products are attended longer then unfamiliar. The results show that the influence of product familiarity depends on the decision task, as familiarity has an influence on the consumer choice process when preference choice task is given, but not when a specific quality choice task is given to consumers. Additionally, the results of the experiments are interpreted in terms of heuristics to shed further light on the underlying cognitive processes of the consumer stage model. The results show that the influence of decision task and product familiarity is an effect of different decision heuristics employed during the choice process.

  • 47.
    Wastlund, Erik
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Wolkerstorfer, Peter
    CURE – Center for Usability Research and Engineering.
    Koffel, Christina
    ´CURE – Center for Usability Research and Engineering.
    PET-USES: Privacy-Enhancing Technology - Users' Self-Estimation Scale2010In: PRIVACY AND IDENTITY MANAGEMENT FOR LIFE, Springer, 2010, p. 266-274Conference paper (Refereed)
    Abstract [en]

    This paper describes the "Privacy-Enhancing Technology Users' Self-Estimation Scale (PET-USES)", a questionnaire that enables users to evaluate PET user interfaces for their overall usability and to measure six different PET aspects. The PET-USES is intended to be used during usability testing and evaluation of PET user interfaces. The focus of the PET-USES is the subjective experience of the user rather than the intrinsic PET functionality of the application being tested. Although the test has been developed within the Prime Life(1) project to test the usability of PETs developed therein, the test is constructed in such a fashion that it should be applicable to a wide variety of PETs. The objective of this paper is to outline the creation and the background of the PET-USES questionnaire and invite the usability community not only to use the test, but also to contribute to the further development of the PET-USES.

  • 48.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Credential Selection2009Report (Refereed)
  • 49.
    Wästlund, Erik
    Göteborgs universitet, Samhällvetenskapliga fakulteten, Psykologiska Institutionen.
    Experimental studies of human-computer interaction - working memory and mental workload in complex cognition2007Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    Complex cognition is readily described as cognitive tasks requiring the coordination of multiple steps of processing or tasks exceeding short term memory capacity. Similarly, mental workload may be described as the use and temporary expenditure of a finite amount of information processing capacity. In the current study, the mental workload of complex cognition was manipulated through variations in the mode of presentation (Study I) with the information being presented either printed on paper or displayed on a computer screen as well as through variations in page layout (Study II) with the information being presented, either using a page layout designed to fit the computer screen or on a long page of scroll type. In Study III, the short-term memory demands of the complex cognitive tasks themselves were explored. The principal findings of the three studies may be summarized by the following points: Consumption of information is more effective when information is presented on paper rather than displayed on a computer screen (Study I: Experiment 1). Similarly, Production of information is more effective when information is presented on paper (Study I: Experiment 2) rather than on a computer screen. Consumption of information generates less mental workload when the page layout is adapted to fit the computer screen (Study II: Experiments 1 & 2). Problem solving processes, including both Consumption and Production of information, may be described both in terms of their reliance on either ST-WM or LT-WM (Study III: Experiments 1, 2 & 3) and in terms of their reliance on specific 'slave systems' of the tripartite model (Study III: Experiments 1 & 3). Taken together, Studies I and II show that the presentation of information on screen, versus in printed form, exerts detrimental effects on human information processing and that some of those effects may be attributed to differences in the navigational properties of the two media. In addition, Study II demonstrated that an adaptation of the page layout of the presented material so that it fitted its intended media, mental workload may be alleviated. Finally, the results of Study III showed that, in order to understand the memory demands of complex cognition, it is necessary to include elements of both the ST- and LT-WM paradigm of Ericsson & Kintsch and the tripartite model of Baddeley & Hitch.

  • 50.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Experimental studies of human-computer interaction: working memory and mental workload in complex cognition2007Doctoral thesis, monograph (Other academic)
    Abstract [en]

    Complex cognition is readily described as cognitive tasks requiring the coordination of multiple steps of processing or tasks exceeding short term memory capacity. Similarly, mental workload may be described as the use and temporary expenditure of a finite amount of information processing capacity. In the current study, the mental workload of complex cognition was manipulated through variations in the mode of presentation (Study I) with the information being presented either printed on paper or displayed on a computer screen as well as through variations in page layout (Study II) with the information being presented, either using a page layout designed to fit the computer screen or on a long page of scroll type. In Study III, the short-term memory demands of the complex cognitive tasks themselves were explored.



    The principal findings of the three studies may be summarized by the following points:



    Consumption of information is more effective when information is presented on paper rather than displayed on a computer screen (Study I: Experiment 1).



    Similarly, Production of information is more effective when information is presented on paper (Study I: Experiment 2) rather than on a computer screen.



    Consumption of information generates less mental workload when the page layout is adapted to fit the computer screen (Study II: Experiments 1 & 2).



    Problem solving processes, including both Consumption and Production of information, may be described both in terms of their reliance on either ST-WM or LT-WM (Study III: Experiments 1, 2 & 3) and in terms of their reliance on specific 'slave systems' of the tripartite model (Study III: Experiments 1 & 3).



    Taken together, Studies I and II show that the presentation of information on screen, versus in printed form, exerts detrimental effects on human information processing and that some of those effects may be attributed to differences in the navigational properties of the two media. In addition, Study II demonstrated that an adaptation of the page layout of the presented material so that it fitted its intended media, mental workload may be alleviated. Finally, the results of Study III showed that, in order to understand the memory demands of complex cognition, it is necessary to include elements of both the ST- and LT-WM paradigm of Ericsson & Kintsch and the tripartite model of Baddeley & Hitch.

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