開發負性情緒形容詞檢測量表,設計兩因素混合實驗,分析信息系統可用性問題對用戶情緒類別、強度的影響。結果表明:(1)可用性問題誘發的用戶負性情緒主要包括煩躁、憤怒、抑郁與不快等三個因素;(2)可用性問題類型、嚴重度會顯著影響交互過程中用戶負性情緒類別及強度,且對特定類別負性情緒的強度,問題類型、嚴重度的交互效應顯著。研究結論為信息系統可用性工程實踐中問題優先級決策、用戶情緒管理和干預提供了依據。

Previous studies have shown that usability of information systems may affect users’ emotion during human-computer interaction. However,studies of relationships between usability problems of information system and user emotion in terms of types and severity ratings are rather limited. To investigate the effects of types and severity ratings of usability problems on users’ emotion,the present study developed an adjective checklist of users ’ negative emotions from categorical approach and launched a two-factor mixed experiment. Results showed that users’ negative emotions elicited by usability problems included various categories and mainly involved three factors of irritable,angry,depressed and displeased. The usability problems with higher severity ratings would induce more categories and higher intensity of emotions. Types of usability problems would affect categories and intensity of users’ negative emotion,and these effects were different among different emotion categories. The interactive effects of types and severity ratings of usability problems on intensity of emotions were significant for specific categories of negative emotions. The results may support decisions on priority analysis of usability problems and users’ emotion management in human-computer interaction.