Paper Info
Title
Development And Psychometric Evaluation Of The Emotional Metric Outcomes (Emo) Questionnaire
Abstract
This article describes the development and psychometric evaluation of the Emotional Metric Outcomes (EMO) questionnaire-a new questionnaire designed to assess the emotional outcomes of interaction, especially the interaction of customers with service-provider personnel or software. The EMO is a concise multifactor standardized questionnaire that provides an assessment of transaction-driven personal and relationship emotional outcomes, both positive and negative. The primary purpose of the EMO is to move beyond traditional assessment of satisfaction to achieve a more effective measurement of customers' emotional responses to products and processes. Psychometric evaluation showed that the EMO and its component scales had high reliability and concurrent validity with loyalty and overall experience metrics in a variety of measurement contexts. Concurrent measurement with the System Usability Scale (SUS) indicated that reported significant correlation of the SUS with likelihood-to-recommend ratings are probably primarily due to emotional rather than utilitarian aspects of the SUS.
Year
DOI
Venue
2014
10.1080/10447318.2014.930312
INTERNATIONAL JOURNAL OF HUMAN-COMPUTER INTERACTION
DocType
Volume
Issue
Journal
30
9
ISSN
Citations 
PageRank 
1044-7318
0
0.34
References 
Authors
0
2
Name
Order
Citations
PageRank
James R. Lewis11109119.18
Daniel K. Mayes230.73