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In this study, user tolerance for delays for three common WWW tasks, including information retrieval, purchasing, and downloading a text file was examined. These tasks were selected since the file sizes differ significantly among the three tasks, so it was expected that tolerance may be higher for those tasks with smaller file sizes. For example, tolerance for delays would be higher for downloading a text file than purchasing or information retrieval, since users may have an expectation that the task should take longer so they may be more willing to wait. End-users may be more tolerant of delays while purchasing online, since information must be exchanged to process the transaction, whereas information retrieval does not require information exchange.
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Examining Tolerance for Online Delays
http://www.surl.org/usabilitynews/51/delaytime.asp
Selvidge, Paula
Usability News
2003
Abstract: In this study, user tolerance for delays for three common WWW tasks, including information retrieval, purchasing, and downloading a text file was examined. These tasks were selected since the file sizes differ significantly among the three tasks, so it was expected that tolerance may be higher for those tasks with smaller file sizes. For example, tolerance for delays would be higher for downloading a text file than purchasing or information retrieval, since users may have an expectation that the task should take longer so they may be more willing to wait. End-users may be more tolerant of delays while purchasing online, since information must be exchanged to process the transaction, whereas information retrieval does not require information exchange.
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