Who tends to answer open-ended questions in an e-service survey? The contribution of closed-ended answers

References

• Andrews, M. 2005. “Who is Being Heard? Response Bias in Open-ended Responses in a Large Government Employee Survey.” In 60th Annual Conference of the American Association for Public Opinion Research, edited by Methods A-ASoSR, 3760–3766. Miami Beach, FL: AAPOR – ASA Section on Survey Research Methods.
   Google Scholar
• Behr, D., W. Bandilla, L. Kaczmirek, and M. Braun. 2014. “Cognitive Probes in Web Surveys: On the Effect of Different Text Box Size and Probing Exposure on Response Quality.” Social Science Computer Review 32 (4): 524–533. doi:10.1177/0894439313485203.
   Web of Science ®Google Scholar
• Behr, D., L. Kaczmirek, W. Bandilla, and M. Braun. 2012. “Asking Probing Questions in Web Surveys: Which Factors Have an Impact on the Quality of Responses?” Social Science Computer Review 30 (4): 487–498. doi:10.1177/0894439311435305.
   Web of Science ®Google Scholar
• Borg, I., and C. Zuell. 2012. “Write-in Comments in Employee Surveys.” International Journal of Manpower 33 (2): 206–220. doi:10.1108/01437721211225453.
   Web of Science ®Google Scholar
• Casey, T. W., and A. Poropat. 2014. “Beauty is More Than Screen Deep: Improving the Web Survey Respondent Experience Through Socially-present and Aesthetically-pleasing User Interfaces.” Computers in Human Behavior 30: 153–163. doi:10.1016/j.chb.2013.08.001.
   Web of Science ®Google Scholar
• de Leeuw, E. D., J. J. Hox, and A. Boevé. 2015. “Handling Do-Not-Know Answers: Exploring New Approaches in Online and Mixed-mode Surveys.” Social Science Computer Review 34 (1): 116–132. doi:10.1177/0894439315573744.
   Web of Science ®Google Scholar
• Denscombe, M. 2008. “The Length of Responses to Open-ended Questions: a Comparison of Online and Paper Questionnaires in Terms of a Mode Effect.” Social Science Computer Review 26 (3): 359–368. doi:10.1177/0894439307309671.
   Web of Science ®Google Scholar
• Emde, M. 2014. “Open-ended Questions in Web Surveys – Using Visual and Adaptive Questionnaire Design to Improve Narrative Responses.” Diss., Technische Universität Darmstadt, Deutschland. http://tuprints.ulb.tu-darmstadt.de/id/eprint/4219.
   Google Scholar
• Emde, M., and M. Fuchs. 2012. “Using Adaptive Questionnaire Design in Open-ended Questions: A field experiment.” In Paper presented at the Annual Conference of American Association for Public Opinion Research, Orlando, FL.
   Google Scholar
• Fan, W., and Z. Yan. 2010. “Factors Affecting Response Rates of the Web Survey: A Systematic Review.” Computers in Human Behavior 26 (2): 132–139. doi:10.1016/j.chb.2009.10.015.
   Web of Science ®Google Scholar
• Fang, J., C. Wen, and V. Prybutok. 2013. “The Equivalence of Internet Versus Paper-based Surveys in IT/IS Adoption Research in Collectivistic Cultures: the Impact of Satisficing.” Behaviour & Information Technology 32 (5): 480–490. doi:10.1080/0144929X.2012.751621.
   Web of Science ®Google Scholar
• Geer, J. G. 1991. “Do Open-ended Questions Measure “Salient” Issues?” Public Opinion Quarterly 55 (3): 360–370. doi:10.1086/269268.
   Web of Science ®Google Scholar
• Groves, R. M., S. Presser, and S. Dipko. 2004. “The Role of Topic Interest in Survey Participation Decisions.” Public Opinion Quarterly 68 (1): 2–31. doi:10.1093/poq/nfh002.
   Web of Science ®Google Scholar
• Guo, Y., R. W. Proctor, and G. Salvendy. 2009. “What Do Users Want to See? A Content Preparation Study for Consumer Electronics.” Human–computer Interaction 5610: 413–420. doi:10.1007/978-3-642-02574-7_46.
   Google Scholar
• Holland, J. L., and L. M. Christian. 2009. “The Influence of Topic Interest and Interactive Probing on Responses to Open-ended Questions in Web Surveys.” Social Science Computer Review 27 (2): 196–212. doi:10.1177/0894439308327481.
   Web of Science ®Google Scholar
• Keusch, F. 2014. “The Influence of Answer Box Format on Response Behavior on List-style Open-ended Questions.” Journal of Survey Statistics and Methodology 2 (3): 305–322. doi:10.1093/jssam/smu007.
   Google Scholar
• Keusch, F. 2015. “Why Do People Participate in Web Surveys? Applying Survey Participation Theory to Internet Survey Data Collection.” Management Review Quarterly 65 (3): 183–216. doi:10.1007/s11301-014-0111-y.
   Google Scholar
• Lee, S., C. McClain, N. Webster, and S. Han. 2016. “Question Order Sensitivity of Subjective Well-being Measures: Focus on Life Satisfaction, Self-rated Health, and Subjective Life Expectancy in Survey Instruments.” Quality of Life Research 25 (10): 2497–2510. doi:10.1007/s11136-016-1304-8.
   PubMed Web of Science ®Google Scholar
• Leleu, T. D., I. G. Jacobson, C. A. LeardMann, B. Smith, P. W. Foltz, P. J. Amoroso, M. A. Derr, M. A. K. Ryan, and T. C. Smith. 2011. “Application of Latent Semantic Analysis for Open-ended Responses in a Large, Epidemiologic Study.” BMC Medical Research Methodology 11: 136. doi:10.1186/1471-2288-11-136.
   PubMed Web of Science ®Google Scholar
• Liu, M., and Y. Wang. 2015. “Data Collection Mode Effect on Feeling Thermometer Questions: A Comparison of Face-to-face and Web Surveys.” Computers in Human Behavior 48: 212–218. doi:10.1016/j.chb.2015.01.057.
   Web of Science ®Google Scholar
• Miller, A. L., and A. D. Dumford. 2014. “Open-ended Survey Questions: Item Nonresponse Nightmare or Qualitative Data Dream?” Survey Practice 7 (5): 1–11.
   PubMedGoogle Scholar
• Mohorko, A., and V. Hlebec. 2016. “Degree of Cognitive Interviewer Involvement in Questionnaire Pretesting on Trending Survey Modes.” Computers in Human Behavior 62: 79–89. doi:10.1016/j.chb.2016.03.021.
   Web of Science ®Google Scholar
• Norman, K. L., Z. Friedman, K. Norman, and R. Stevenson. 2001. “Navigational Issues in the Design of Online Self-administered Questionnaires.” Behaviour & Information Technology 20 (1): 37–45. doi:10.1080/01449290010021764.
   Web of Science ®Google Scholar
• Oudejans, M., and L. M. Christian. 2011. “Using Interactive Features to Motivate and Probe Responses to Open-Ended Questions.” In Social and Behavioral Research and the Internet, edited by M. Das, P. Ester, and L. Kaczmirek, 215–244. New York: Routledge.
   Google Scholar
• Poncheri, R. M., J. T. Lindberg, L. F. Thompson, and E. A. Surface. 2008. “A Comment on Employee Surveys: Negativity Bias in Open-ended Responses.” Organizational Research Methods 11 (3): 614–630. doi:10.1177/1094428106295504.
   Web of Science ®Google Scholar
• Reja, U., K. L. Manfreda, V. Hlebec, and V. Vehovar. 2003. “Open-ended vs. Close-ended Questions in Web Questionnaires.” Developments in Applied Statistics 19 (2003): 159–177.
   Google Scholar
• Runge, C. E., M. Waller, A. MacKenzie, and A. C. L. McGuire. 2014. “Spouses of Military Members” Experiences and Insights: Qualitative Analysis of Responses to an Open-ended Question in a Survey of Health and Wellbeing.” Plos One 9 (12): e114755. doi:10.1371/journal.pone.0114755.
   PubMed Web of Science ®Google Scholar
• Scholz, E., and C. Zuell. 2012. “Item Non-response in Open-ended Questions Who Does Not Answer on The Meaning of Left and Right?” Social Science Research 41 (6): 1415–1428. doi:10.1016/j.ssresearch.2012.07.006.
   PubMed Web of Science ®Google Scholar
• Smith, B., T. C. Smith, G. C. Gray, and M. A. K. Ryan. 2007. “When Epidemiology Meets the Internet: Web-based Surveys in the Millennium Cohort Study.” American Journal of Epidemiology 166 (11): 1345–1354. doi:10.1093/aje/kwm212.
   PubMed Web of Science ®Google Scholar
• Tullis, T., and W. Albert. 2008. Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics. San Francisco: Morgan Kaufmann.
   Google Scholar
• Wang, C. C., K. S. Liu, C. L. Cheng, and Y. Y. Cheng. 2013. “Comparison of Web-based Versus Paper-and-pencil Administration of a Humor Survey.” Computers in Human Behavior 29 (3): 1007–1011. doi:10.1016/j.chb.2012.12.029.
   Web of Science ®Google Scholar
• Zhou, R., P. S. W. Fong, and P. Tan. 2014. “Internet Use and Its Impact on Engagement in Leisure Activities in China.” PLoS ONE 9 (2): 1–11. doi:10.1371/journal.pone.0089598.
   Web of Science ®Google Scholar
• Zhou, R., S. Huang, X. Qin, and J. Huang. 2008. “A Survey of User-centered Design Practice in China.” IEEE International Conference on Systems, Man and Cybernetics IEEE 2008: 1885–1889. doi:10.1109/ICSMC.2008.4811564.
   Google Scholar
• Zuell, C., N. Menold, and S. Körber. 2015. “The Influence of the Answer Box Size on Item Nonresponse to Open-ended Questions in a Web Survey.” Social Science Computer Review 33 (1): 115–122. doi:10.1177/0894439314528091.
   Web of Science ®Google Scholar
• Zuell, C., and E. Scholz. 2015. “Who is Willing to Answer Open-ended Questions on the Meaning of Left and Right?” Bulletin de Méthodologie Sociologique 127 (1): 26–42. doi:10.1177/0759106315582199.
   Google Scholar