{"id":"https://openalex.org/W1983404816","doi":"https://doi.org/10.1145/359104.359109","title":"Consumer difficulties with computerized transactions","display_name":"Consumer difficulties with computerized transactions","publication_year":1979,"publication_date":"1979-05-01","ids":{"openalex":"https://openalex.org/W1983404816","doi":"https://doi.org/10.1145/359104.359109","mag":"1983404816"},"language":"en","primary_location":{"id":"doi:10.1145/359104.359109","doi":"https://doi.org/10.1145/359104.359109","is_oa":true,"landing_page_url":"https://doi.org/10.1145/359104.359109","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/359104.359109","source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","dongbi-b","fnege-3","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://dl.acm.org/doi/pdf/10.1145/359104.359109","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5018577912","display_name":"Theodore D. Sterling","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I18014758","display_name":"Simon Fraser University","ror":"https://ror.org/0213rcc28","country_code":"CA","type":"education","lineage":["https://openalex.org/I18014758"]}],"countries":["CA"],"is_corresponding":true,"raw_author_name":"T. D. Sterling","raw_affiliation_strings":["Simon Fraser Univ., Burnaby, British Columbia, Canada","Simon Fraser University , Burnaby, British Columbia, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Simon Fraser Univ., Burnaby, British Columbia, Canada","institution_ids":["https://openalex.org/I18014758"]},{"raw_affiliation_string":"Simon Fraser University , Burnaby, British Columbia, Canada","institution_ids":["https://openalex.org/I18014758"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5018577912"],"corresponding_institution_ids":["https://openalex.org/I18014758"],"apc_list":null,"apc_paid":null,"fwci":26.7856,"has_fulltext":true,"cited_by_count":14,"citation_normalized_percentile":{"value":0.99140155,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":null,"biblio":{"volume":"22","issue":"5","first_page":"283","last_page":"289"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.4625999927520752,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.4625999927520752,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10470","display_name":"Usability and User Interface Design","score":0.3540000021457672,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.023600000888109207,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/error-correction","display_name":"error correction","score":0.6069999933242798},{"id":"https://openalex.org/keywords/billing-errors","display_name":"billing errors","score":0.878000020980835},{"id":"https://openalex.org/keywords/electronic-funds-transfer","display_name":"electronic funds transfer","score":0.6470000147819519},{"id":"https://openalex.org/keywords/management-information-systems","display_name":"management information systems","score":0.7409999966621399},{"id":"https://openalex.org/keywords/software-design","display_name":"software design","score":0.7059999704360962}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6599759459495544},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5796241760253906},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.4421177804470062},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.37204504013061523},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.3353234529495239},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/359104.359109","doi":"https://doi.org/10.1145/359104.359109","is_oa":true,"landing_page_url":"https://doi.org/10.1145/359104.359109","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/359104.359109","source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","dongbi-b","fnege-3","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1145/359104.359109","doi":"https://doi.org/10.1145/359104.359109","is_oa":true,"landing_page_url":"https://doi.org/10.1145/359104.359109","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/359104.359109","source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","dongbi-b","fnege-3","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320322551","display_name":"Simon Fraser University","ror":"https://ror.org/0213rcc28"},{"id":"https://openalex.org/F4320323756","display_name":"Associa\u00e7\u00e3o Fundo de Incentivo \u00e0 Pesquisa","ror":"https://ror.org/040y74d88"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1983404816.pdf","grobid_xml":"https://content.openalex.org/works/W1983404816.grobid-xml"},"referenced_works_count":9,"referenced_works":["https://openalex.org/W75896455","https://openalex.org/W241983477","https://openalex.org/W1978376071","https://openalex.org/W1987223749","https://openalex.org/W2000789431","https://openalex.org/W2063570428","https://openalex.org/W2073957514","https://openalex.org/W2087158745","https://openalex.org/W2126716572"],"related_works":["https://openalex.org/W2030512536","https://openalex.org/W7164687035","https://openalex.org/W2030893860","https://openalex.org/W2419155861","https://openalex.org/W2126148391","https://openalex.org/W2041405739","https://openalex.org/W2056126160","https://openalex.org/W2124517782","https://openalex.org/W2090389345","https://openalex.org/W349906959"],"abstract_inverted_index":{"The":[0],"prevalence":[1],"with":[2,60,77],"which":[3],"errors":[4,24,86,97],"may":[5,136],"be":[6,46,102,111,137],"encountered":[7],"by":[8,48],"the":[9,33,61,65,121,141,146,149],"end":[10],"targets":[11],"of":[12,23,35,50,64,70,80,123,140,151,153],"a":[13,39],"computerized":[14],"process":[15],"is":[16,32,130],"assessed.":[17],"How":[18,26],"many":[19],"and":[20,104,117,148],"what":[21],"type":[22],"occur?":[25],"easily":[27],"are":[28],"they":[29],"corrected?":[30],"What":[31,44],"reaction":[34],"consumers":[36],"to":[37,41,92,95,101,110],"errors\u2014to":[38],"failure":[40],"correct":[42,96],"them?":[43],"can":[45],"learned":[47],"designers":[49],"large":[51,155],"management":[52,125,134],"packages":[53,126,158],"from":[54],"such":[55],"data?":[56],"Results":[57],"show":[58],"that":[59],"present":[62],"state":[63],"art,":[66],"approximately":[67],"40":[68],"percent":[69,90],"individuals":[71],"(or":[72],"households)":[73],"having":[74],"average":[75],"contacts":[76],"different":[78],"types":[79],"accounts":[81],"experience":[82],"one":[83],"or":[84],"more":[85],"per":[87],"year.":[88],"Eighty":[89],"relate":[91],"billing.":[93],"Attempts":[94],"often":[98],"turned":[99],"out":[100],"difficult":[103],"not":[105],"always":[106],"successful.":[107],"There":[108],"appears":[109],"some":[112],"conflict":[113],"between":[114],"computer-using":[115],"organizations":[116],"their":[118],"public.":[119],"Also":[120],"role":[122],"poor":[124,128],"including":[127],"software":[129],"indicated.":[131],"While":[132],"most":[133],"systems":[135],"adequate,":[138],"results":[139],"survey":[142],"raise":[143],"concerns":[144],"about":[145],"timeless":[147],"number":[150],"designs":[152],"very":[154],"linked":[156],"program":[157],"(as":[159],"EFT":[160],"for":[161],"instance).":[162]},"counts_by_year":[],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}
