REFERENCES
- Alby , F. and Zucchermaglio , C. 2009 . Times, narratives and participation frameworks in software troubleshooting . Computer Supported Cooperative Work , 18 : 129 – 146 .
- Ashworth , J. Excellence in support or Support is more than a correct answer . SIGUCCS ′01: Proceedings of the 29th Annual ACM SIGUCCS conference on User Services . October . New York , NY : ACM .
- Barrett , L. F. and Russell , J. A. 1998 . Independence and bipolarity in the structure of current affect . Journal of Personality and Social Psychology , 74 : 967 – 984 .
- Beitz , M. Effects of communication media on the interpretation of critical feedback . Proceedings of Computer Supported Cooperative Work (CSCW′08) . New York , NY : ACM .
- Biocca , F. 1997 . The Cyborg's dilemma: Progressive embodiment in virtual environments . Journal of Computer-Mediated Communication , 3 ( 2 ) Available from http://jcmc.indiana.edu/ doi:10.1111/j.1083–6101.1997.tb00070.
- Cohen , J. 1992 . A power primer . Psychological Bulletin , 112 : 155 – 159 .
- Connell , J. , Mendelsohn , G. , Robins , R. and Canny , J. Effects of communication medium on interpersonal perceptions: Don't hang up on the telephone yet! . Proceedings of GROUP′01 . New York , NY : ACM .
- Daft , R. and Lengel , R. 1986 . Organizational information requirements, media richness and structural design . Management Science , 32 : 554 – 571 .
- Das , A. 2003 . Knowledge and productivity in technical support work . Management Science , 49 : 416 – 431 .
- Dean , A. M. 2002 . Service quality in call centres: Implications for customer loyalty . Managing Service Quality , 12 : 414 – 423 .
- Ekman , P. 1982 . Emotion in the human face , Cambridge , , UK : Cambridge University Press .
- Ekman , P. and Rosenberg , E. L. 2004 . What the face reveals: Basic and applied studied of spontaneous expression using the Facial Action Coding System (FACS), , 2nd ed. , New York , NY : Oxford University Press .
- Gitomer , D. H. 1988 . Individual differences in technical troubleshooting . Human Performance , 1 : 111 – 131 .
- Goldberg , L. S. and Grandey , A. A. 2007 . Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation . Journal of Occupational Health Psychology , 12 : 301 – 318 .
- Grandey , A. A. , Dickter , D. N. and Sin , H.-P. 2004 . The customer is not always right: customer aggression and emotion regulation of service employees . Journal of Organizational Behavior , 25 : 397 – 418 .
- Gugerty , L. 2007 . Cognitive components of troubleshooting strategies . Thinking and Reasoning , 7 : 179 – 212 .
- Gugerty , L. and Olson , G. 1986 . “ Comprehension differences in debugging by skilled and novice programmers ” . In Empirical studies of programmers , Edited by: Soloway , E. and Iyengar , S. 13 – 27 . Norwood , NJ : Ablex .
- Gupta , N. , Gilbert , M. and Fabbrizio , G. Emotion detection in email customer care . Proceedings of the Workshop on Computational Approaches to Analysis and Generation of Emotion in Text . pp. 10 – 16 . Stroudsburg , PA : The Association for Computational Linguistics .
- Hall , E. P. , Gott , S. P. and Pokorny , R. A. 1995 . Procedural guide to cognitive task analysis: The PARI methodology , Brooks, AFB , TX : Armstrong Laboratory, Human Resource Directorate . (AL/HR-TR-1995–0108)
- Hallahan , M. and Rosenthal , R. 1996 . Statistical power: Concepts, procedures, and applications . Behaviour Research and Therapy , 34 : 489 – 499 .
- Hancock , J. T. , Landrigan , C. and Silver , C. Expressing emotion in text-based communication . CHI 07: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems . April . New York , NY : ACM .
- Jonassen , D. H. and Hung , W. 2006 . Learning to troubleshoot: A new theory-based design architecture . Educational Psychology Review , 18 : 77 – 114 .
- Lancaster , J. S. and Kolodner , J. L. Problem solving in a natural task as a function of experience . Proceedings of the Ninth Annual Conference of the Cognitive Science Society . Hillsdale , NJ : Erlbaum .
- Mayer , M. What I learned about user support from bartending . SIGUCCS ′01: Proceedings of the 29th Annual ACM SIGUCCS Conference on User Services . October . New York , NY : ACM .
- McCauley , R. , Fitzgerald , S. , Lewandowski , G. , Murphy , L. , Simon , B. , Thomas , L. and Zander , C. 2008 . Debugging: A review of the literature from an educational perspective . Computer Science Education , 18 : 67 – 92 .
- Pentland , B. T. 1992 . Organizing moves in software support hot lines . Administrative Science Quarterly , 37 : 527 – 548 .
- Pentland , B. T. 1995 . Read me what it says on your screen: The interpretative problem in technical service work . Technology Studies , 2 : 50 – 79 .
- Poole , E. S. , Chetty , M. , Morgan , T. , Grinter , R. and Edwards , W. K. Computer help at home: Methods and motivations for informal technical support . Proceedings of Association for Computing Machinery CHI 2009 . New York , NY : ACM .
- Poole , E. S. , Edwards , W. K. and Jarvis , L. 2009 . The home network as a socio-technical system: Understanding the challenges of remote home network problem diagnosis . Computer Supported Cooperative Work , 18 : 277 – 299 .
- Rasmussen , J. 1978 . Notes on diagnostic strategies in process plant environments Roskilde , , Denmark (Riso National Laboratory Rep. #RISO–M–1983)
- Rivera , K. , Cooke , N. J. and Bauhs , J. A. The effects of emotional icons on remote communication . CHI ′96: Conference Companion on Human Factors in Computing Systems . April . New York , NY : ACM .
- Ross , C. and Orr , R. R. 2009 . Teaching structured troubleshooting: integrating a standard methodology into an information technology program . Education Technology Research and Development , 57 : 251 – 265 .
- Russell , J. A. 1980 . A circumplex model of affect . Journal of Personality & Social Psychology , 39 : 1161 – 1178 .
- Sanchez , J. A. , Hernandez , N. P. , Penagos , J. C. and Ostrovskaya , Y. Conveying mood and emotion in instant messaging by using a two-dimensional model for affective states . Proceedings of the Simposio Sobre Fatores Humanos em Sistemas Computacionais . November .
- Schaafstal , A. , Schraagen , J. M. and Berlo , M. 2000 . Cognitive task analysis and innovation of training: The case of structured troubleshooting . Human Factors , 42 : 75 – 86 .
- Siegler , R. 1989 . How domain-general and domain-specific knowledge interact to produce strategy choices . Merrill-Palmer Quarterly , 35 ( 1 ) : 1 – 26 .
- Simon , H. A. 1990 . Invariants of human behavior . Annual Review of Psychology , 41 : 1 – 19 .
- Tabachnik , B. and Fidell , L. 2007 . Using multivariate statistics , New York , NY : Pearson .
- Wylie , M. 1993 . Preventing worker burnout while supporting the users . MacWEEK , 7 October 4 : 12 – 14 .
- Yardi , S. and Poole , E. S. Please help! Patterns of personalization in an online tech support board . C&T ′09: Proceedings of the Fourth International Conference on Communities and Technologies . New York , NY : ACM .
- Zendejas , B. , Peyre , S. E. , Smink , D. , Swain , J. M. , Ramshaw , B. , Smith , C. D. and Farley , D. R. 2011 . Cognitive task analysis of the laparoscopic totally extraperitoneal (TEP) inguinal hernia repair: Efficiency, slow-down moments and teaching principles . Journal of the American College of Surgeons , 213 : S127
- Zeng , Z. , Pantic , M. , Roisman , G. I. and Huang , T. S. A survey of affect recognition methods: Audio, visual and spontaneous expressions . Proceedings of ICMI ′07 . New York , NY : ACM .