Why Value Is Everything: A User-Centered Approach to Internet Quality of Service and Pricing

  • Anna Bouch
  • M. Angela Sasse
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 2092)


To create acceptable levels of Quality of Service (QoS), designers need to be able to predict users’ behaviour in response to different levels of QoS. However, predicting behaviour requires an understanding of users’ requirements for specific tasks and contexts. This paper reports qualitative and experimental research that demonstrates that future network service must be based on an old principle: service and its associate cost must represent value in terms of the contribution it makes to customers’ goals. Human Computer Interaction (HCI) methods can be applied to identify users’ goals and associated QoS requirements. Firstly, we used a qualitative approach to establish the mental concepts that users apply when assessing network services and charges. The subsequent experimental study shows that users’ require certain types of feedback at the user interface to predict future levels of quality. Price alone cannot be used to regulate demand for QoS.


Packet Loss Battery Life Mobile Phone Usage Measured Task Audio Quality 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2001

Authors and Affiliations

  • Anna Bouch
    • 1
  • M. Angela Sasse
    • 1
  1. 1.Department of Computer ScienceUniversity College LondonLondonUK

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