Examining frustration and performance when priming user expectations and providing a technology malfunction

Abstract

As digital technology develops, users create expectations for performance that may be violated when malfunctions occur. This project examined how priming expectations of technology performance (high v. low v. no) and experiences of technology malfunction (present v. not present) can influence feelings of frustration and performance on a task. A preliminary sample of 42 undergraduate participants completed a QR code scavenger hunt using the augmented reality mobile app, ARIS. Following the task, participants reported what they found for each scavenger hunt clue, their responses to failures in digital technology, and technology acceptance attitudes. Several factorial ANOVAs revealed a main effect for expectation on adaptive items of the RFDT scale and a main effect for malfunction on performance level. This suggests a potential contradiction between attitudes and behaviors when considering a common scenario involving technology.