{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,13]],"date-time":"2026-03-13T11:18:54Z","timestamp":1773400734447,"version":"3.50.1"},"reference-count":64,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2017,2,9]],"date-time":"2017-02-09T00:00:00Z","timestamp":1486598400000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Qual User Exp"],"published-print":{"date-parts":[[2017,12]]},"DOI":"10.1007\/s41233-016-0004-z","type":"journal-article","created":{"date-parts":[[2017,2,9]],"date-time":"2017-02-09T07:24:03Z","timestamp":1486625043000},"update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":22,"title":["More than I ever wanted or just good enough? User expectations and subjective quality perception in the context of networked multimedia services"],"prefix":"10.1007","volume":"2","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-4157-5252","authenticated-orcid":false,"given":"A.","family":"Sackl","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"R.","family":"Schatz","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"A.","family":"Raake","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2017,2,9]]},"reference":[{"key":"4_CR1","doi-asserted-by":"crossref","unstructured":"Aguiar E, Riker A, Abel\u00e9m A, Cerqueira E, Mu M (2012) Video quality estimator for wireless mesh networks. In: Proceedings of the 2012 IEEE 20th international workshop on quality of service, IWQoS \u201912. IEEE Press, Piscataway, pp 1:1\u20131:9. http:\/\/dl.acm.org\/citation.cfm?id=2330748.2330749","DOI":"10.1109\/IWQoS.2012.6245980"},{"key":"4_CR2","unstructured":"Albert W, Dixon E (2003) Is this what you expected? The use of expectation measures in usability testing. In: Proceedings of usability professionals association conference, Scottsdale, AZ"},{"key":"4_CR3","doi-asserted-by":"crossref","unstructured":"Bacioccola A, Cicconetti C, Stea G (2007) User-level performance evaluation of VoIP using ns-2. In: ValueTools \u201907 proceedings of the 2nd international conference on Performance evaluation methodologies and tools, Brussels, Belgium","DOI":"10.4108\/nstools.2007.2014"},{"key":"4_CR4","doi-asserted-by":"publisher","unstructured":"Bonito JA, Burgoon JK, Bengtsson B (1999) The role of expectations in human\u2013computer interaction. In: Proceedings of the international ACM SIGGROUP conference on supporting group work, GROUP \u201999. ACM, New York, pp 229\u2013238. doi: 10.1145\/320297.320324","DOI":"10.1145\/320297.320324"},{"issue":"1","key":"4_CR5","doi-asserted-by":"crossref","first-page":"7","DOI":"10.2307\/3172510","volume":"30","author":"W Boulding","year":"1993","unstructured":"Boulding W, Kalra A, Staelin R, Zeithaml VA (1993) A dynamic process model of service quality: from expectations to behavioral intentions. J Mark Res 30(1):7\u201327","journal-title":"J Mark Res"},{"issue":"1","key":"4_CR6","doi-asserted-by":"crossref","first-page":"8","DOI":"10.1108\/03090569610105762","volume":"30","author":"F Buttle","year":"1996","unstructured":"Buttle F (1996) Servqual: review, critique, research agenda. Eur J Mark 30(1):8\u201332","journal-title":"Eur J Mark"},{"key":"4_CR7","doi-asserted-by":"crossref","unstructured":"Cadotte ER, Woodruff RB, Jenkins RL (1987) Expectations and norms in models of consumer satisfaction. J Mark Res 24(3):305\u2013314. http:\/\/www.jstor.org\/stable\/3151641","DOI":"10.2307\/3151641"},{"key":"4_CR8","unstructured":"Carroll JD (1972) Individual preferences and multidimensional scaling. In: Shepard RN, Romney AK, Nerlove SB (eds) Multidimensional scaling: theory and applications in the behavioral sciences, vol\u00a01, pp 105\u2013155"},{"key":"4_CR9","doi-asserted-by":"crossref","unstructured":"Cerqueira E, Veloso L, Curado M, Monteiro E, Mendes PM (2008) Quality level control for multi-user sessions in future generation networks. In: IEEE GLOBECOM global telecommunications conference, New Orleans, LO, USA","DOI":"10.1109\/GLOCOM.2008.ECP.273"},{"key":"4_CR10","doi-asserted-by":"publisher","unstructured":"Egger S, Reichl P, Ho\u00dffeld T, Schatz R (2012) Time is bandwidth? Narrowing the gap between subjective time perception and quality of experience. In: 2012 IEEE international conference on communications (ICC), pp 1325\u20131330. doi: 10.1109\/ICC.2012.6363769","DOI":"10.1109\/ICC.2012.6363769"},{"key":"4_CR11","volume-title":"Psychology and life","author":"RJ Gerrig","year":"2012","unstructured":"Gerrig RJ (2012) Psychology and life, 20th edn. Pearson, New Jersey","edition":"20"},{"key":"4_CR12","doi-asserted-by":"crossref","unstructured":"Hartikainen M, Salonen E-P, Turunen M (2004) Subjective evaluation of spoken dialogue systems using servqual method. In: Interspeech 2004\u2014ICSLP, 8th international conference on spoken language processing, Jeju Island, Korea","DOI":"10.21437\/Interspeech.2004-654"},{"key":"4_CR13","doi-asserted-by":"crossref","unstructured":"Higgs B, Polonsky MJ, Hollick M (2005) Measuring expectations: forecast vs. ideal expectations. Does it really matter? J Retail Consum Serv 12(1):49\u201364","DOI":"10.1016\/j.jretconser.2004.02.002"},{"key":"4_CR14","doi-asserted-by":"crossref","unstructured":"Hirth M, Ho\u00dffeld T, Tran-Gia P (2011) Anatomy of a crowdsourcing platform\u2014using the example of microworkers.com. In: Workshop on future internet and next generation networks (FINGNet), Seoul, Korea","DOI":"10.1109\/IMIS.2011.89"},{"key":"4_CR15","doi-asserted-by":"crossref","unstructured":"Ho\u00dffeld T, Keimel C (2014) Crowdsourcing in QoE evaluation. In: Quality of experience. Advanced concepts, applications and methods. Springer, Berlin","DOI":"10.1007\/978-3-319-02681-7_21"},{"key":"4_CR16","doi-asserted-by":"crossref","unstructured":"Hohlfeld O, Pujol E, Ciucu F, Feldmann A, Barford P (2014) A QoE perspective on sizing network buffers. In: Proceedings of the 2014 conference on internet measurement conference, Vancouver, BC, Canada","DOI":"10.1145\/2663716.2663730"},{"key":"4_CR17","doi-asserted-by":"publisher","unstructured":"Hsieh Y-H, Yuan S-T (2009) A quantitative approach to measure customer expectation for service innovation within service experience delivery. In: Proceedings of the 11th international conference on electronic commerce, ICEC \u201909. ACM, New York, pp 38\u201346. doi: 10.1145\/1593254.1593260","DOI":"10.1145\/1593254.1593260"},{"key":"4_CR18","unstructured":"Huong P-T, Hiep H-V, Miyoshi T, Yamazaki T (2014) QoE-driven bandwidth allocation method based on user characteristics. In: Proceedings of the 16th network operations and management symposium (APNOMS), Taiwan"},{"key":"4_CR19","unstructured":"International Telecommunication Union (2005) The e-model, a computational model for use in transmission planning. Technical report, ITU-T Recommendation G.107"},{"key":"4_CR20","unstructured":"International Telecommunication Union (2014) Estimating end-to-end performance\\ in ip networks for data applications, ITU-T Recommendation G.1030"},{"key":"4_CR21","volume-title":"Voice and speech quality perception: assessment and evaluation","author":"U Jekosch","year":"2006","unstructured":"Jekosch U (2006) Voice and speech quality perception: assessment and evaluation. Springer, Berlin"},{"key":"4_CR22","doi-asserted-by":"publisher","unstructured":"Kim DJ, Ferrin DL, Rao HR (2003) A study of the effect of consumer trust on consumer expectations and satisfaction: the Korean experience. In: Proceedings of the 5th international conference on electronic commerce, ICEC \u201903. ACM, New York, pp 310\u2013315. doi: 10.1145\/948005.948046","DOI":"10.1145\/948005.948046"},{"key":"4_CR23","doi-asserted-by":"publisher","unstructured":"Kristensen K, Martensen A, Gronholdt L (1999) Measuring the impact of buying behaviour on customer satisfaction. Total Qual Manag 10(4\u20135):602\u2013614. doi: 10.1080\/0954412997587 . http:\/\/www.tandfonline.com\/doi\/abs\/10.1080\/0954412997587","DOI":"10.1080\/0954412997587"},{"key":"4_CR24","unstructured":"Le Callet P, M\u00f6ller S, Perkis A (2012) Qualinet white paper on definitions of quality of experience. Technical report, European Network on Quality of Experience in Multimedia Systems and Services (COST Action IC 1003) (2012, Lausanne, Switzerland)"},{"key":"4_CR25","first-page":"570","volume":"19","author":"AL McGill","year":"1992","unstructured":"McGill AL, Iacobucci D (1992) The role of post-experience comparison standards in the evaluation of unfamiliar services. Adv Consum Res 19:570\u2013578","journal-title":"Adv Consum Res"},{"key":"4_CR26","doi-asserted-by":"publisher","unstructured":"Menkovski V, Oredope A, Liotta A, S\u00e1nchez AC (2009) Predicting quality of experience in multimedia streaming. In: Proceedings of the 7th international conference on advances in mobile computing and multimedia, MoMM \u201909. ACM, New York, pp 52\u201359. doi: 10.1145\/1821748.1821766 . http:\/\/doi.acm.org\/10.1145\/1821748.1821766","DOI":"10.1145\/1821748.1821766"},{"key":"4_CR27","doi-asserted-by":"publisher","unstructured":"Menkovski V, Exarchakos G, Liotta A (2010) Online QoE prediction. In: Second international workshop on quality of multimedia experience (QoMEX), Trondheim, pp 118\u2013123. doi: 10.1109\/QOMEX.2010.5517692","DOI":"10.1109\/QOMEX.2010.5517692"},{"key":"4_CR28","doi-asserted-by":"crossref","unstructured":"Micheli D, Curto A, Mazzurco M, Pierucci L, Fantacci R, Simoni R (2013) Handset and network quality performance benchmarking for QoE improvement. In: Globecom workshops (GC Wkshps), Atlanta, GA, USA","DOI":"10.1109\/GLOCOMW.2013.6825147"},{"key":"4_CR29","doi-asserted-by":"crossref","unstructured":"Mitra K, Zaslavsky A, \u00c5hlund C (2011) A probabilistic context-aware approach for quality of experience measurement in pervasive systems. In: Proceedings of the 2011 ACM symposium on applied computing, TaiChung, Taiwan","DOI":"10.1145\/1982185.1982276"},{"key":"4_CR30","doi-asserted-by":"crossref","DOI":"10.1007\/978-1-4757-3117-0","volume-title":"Assessment and prediction of speech quality in telecommunications","author":"S M\u00f6ller","year":"2000","unstructured":"M\u00f6ller S (2000) Assessment and prediction of speech quality in telecommunications. Springer US, New York"},{"key":"4_CR31","doi-asserted-by":"publisher","unstructured":"M\u00f6ller S, Raake A (eds) (2014) Quality of experience: advanced concepts, applications and methods. Springer, Cham. doi: 10.1007\/978-3-319-02681-7","DOI":"10.1007\/978-3-319-02681-7"},{"key":"4_CR32","doi-asserted-by":"crossref","unstructured":"Monath T, Kind M, Heger T, Schlesinger M, Aznar J (2010) Economical analysis of experience-optimized service delivery. In: 2010 9th Conference on Telecommunications Internet and Media Techno Economics (CTTE), Ghent","DOI":"10.1109\/CTTE.2010.5557711"},{"issue":"1","key":"4_CR33","doi-asserted-by":"crossref","first-page":"48","DOI":"10.2307\/3150873","volume":"16","author":"MJ Munson","year":"1979","unstructured":"Munson MJ, McIntyre SH (1979) Developing practical procedures for the measurement of personal values in cross-cultural marketing. J Mark Res 16(1):48\u201352","journal-title":"J Mark Res"},{"key":"4_CR34","unstructured":"Nicolas S, Van den Broeck W, Pitrey Y, Vermeulen B, Demeester P (2012) Lessons learned during real-life QoE assessment. In: 10th European conference on interactive TV and video (Euro ITV-2012), Ghent University, Department of Information Technology"},{"issue":"3","key":"4_CR35","doi-asserted-by":"crossref","first-page":"200","DOI":"10.1108\/09604520110391379","volume":"11","author":"J Ojasalo","year":"2001","unstructured":"Ojasalo J (2001) Managing customer expectations in professional services. Manag Serv Qual 11(3):200","journal-title":"Manag Serv Qual"},{"key":"4_CR36","volume-title":"Satisfaction: a behavioral perspective on the consumer","author":"RL Oliver","year":"1996","unstructured":"Oliver RL (1996) Satisfaction: a behavioral perspective on the consumer. Irwin\/Mc Graw-Hill, New York"},{"issue":"3","key":"4_CR37","doi-asserted-by":"crossref","first-page":"187","DOI":"10.1108\/09604520310476454","volume":"13","author":"M O\u2019Neil","year":"2003","unstructured":"O\u2019Neil M, Palmer A (2003) An exploratory study of the effects of experience on consumer perceptions of the service quality construct. Manag Serv Qual 13(3):187\u2013196","journal-title":"Manag Serv Qual"},{"key":"4_CR38","volume-title":"The measurement of meaning","author":"C Osgood","year":"1957","unstructured":"Osgood C, Suci G, Tannenbaum P (1957) The measurement of meaning. University of Illinois Press, Urbana"},{"key":"4_CR39","unstructured":"Parasuraman A, Zeithaml VA, Berry LL (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64(1):12\u201340. http:\/\/search.ebscohost.com\/login.aspx?direct=true&db=buh&AN=6353260&site=ehost-live"},{"key":"4_CR40","unstructured":"P\u00e9chard S, Carnec M, Le Callet P, Barba D (2006) From SD to HD television: effects of h. 264 distortions versus display size on quality of experience. In: IEEE international conference on image processing. IEEE, Atlanta, pp 409\u2013412"},{"key":"4_CR41","unstructured":"Pl\u00fccker R (1998) Untersuchung des Einflusses der Qualit\u00e4tserwartung und der Telefonier-Situation auf die Beurteilung von Telefonsprache. Ruhr Universit\u00e4t Bochum, Study project report (unpublished), Institut f\u00fcr Kommunikationsakustik"},{"key":"4_CR42","doi-asserted-by":"crossref","DOI":"10.1002\/9780470033005","volume-title":"Speech quality of VoIP\u2014assessment and prediction","author":"A Raake","year":"2006","unstructured":"Raake A (2006) Speech quality of VoIP\u2014assessment and prediction. Wiley, Chichester"},{"key":"4_CR43","doi-asserted-by":"crossref","unstructured":"Raake A, Egger S (2014) Quality and quality of experience. In: Quality of experience. Advanced concepts, applications and methods. Springer, Berlin","DOI":"10.1007\/978-3-319-02681-7_2"},{"issue":"3","key":"4_CR44","doi-asserted-by":"crossref","first-page":"419","DOI":"10.5465\/amr.1994.9412271805","volume":"19","author":"CA Reeves","year":"1994","unstructured":"Reeves CA, Bednar DA (1994) Defining quality: alternatives and implications. Acad Manag Rev 19(3):419\u2013445","journal-title":"Acad Manag Rev"},{"key":"4_CR45","doi-asserted-by":"crossref","unstructured":"Reiter U, Brunnstr\u00f6m K, De Moor K, Larabi M-C, Pereira M, Pinheiro A, You J, Zgank A (2014) Factors influencing quality of experience. In: Quality of experience. Advanced concepts, applications and methods. Springer, Berlin","DOI":"10.1007\/978-3-319-02681-7_4"},{"key":"4_CR46","unstructured":"Riedel J (1998) Einflu\u00df der Erwartungshaltung des Benutzers auf die Qualit\u00e4tsbeurteilung von Telefon\u00fcbertragungen an Internet-Terminals. Study project report (unpublished), Institut f\u00fcr Kommunikationsakustik, Ruhr-Universit\u00e4t, Deutschland Bochum"},{"key":"4_CR47","volume-title":"Beliefs, attitudes, and values: a theory of organization and change","author":"M Rokeach","year":"1968","unstructured":"Rokeach M (1968) Beliefs, attitudes, and values: a theory of organization and change. Jossey-Bass, San Francisco"},{"key":"4_CR48","doi-asserted-by":"crossref","unstructured":"Rust RT, Oliver RL (1994) Service quality: insights and managerial implications. In: Service quality: new directions in theory and practice. Sage Publications, California","DOI":"10.4135\/9781452229102.n1"},{"key":"4_CR49","doi-asserted-by":"publisher","unstructured":"Sackl A, Egger S, Schatz R (2013) Where\u2019s the music? Comparing the QoE impact of temporal impairments between music and video streaming. In: Fifth international workshop on quality of multimedia experience (QoMEX), pp 64\u201369. doi: 10.1109\/QoMEX.2013.6603212","DOI":"10.1109\/QoMEX.2013.6603212"},{"key":"4_CR50","doi-asserted-by":"crossref","unstructured":"Schatz R, Ho\u00dffeld T, Janowski L, Egger S (2013) From packets to people: Quality of experience as a new measurement challenge. In: Biersack E, Callegari C, Matijasevic M (eds) Data traffic monitoring and analysis, vol 7754. Lecture notes in computer science. Springer, Berlin, pp 219\u2013263","DOI":"10.1007\/978-3-642-36784-7_10"},{"key":"4_CR51","doi-asserted-by":"crossref","first-page":"365","DOI":"10.1207\/s15327663jcp0604_03","volume":"4","author":"M Shirai","year":"1997","unstructured":"Shirai M, Meyer R (1997) Learning and the cognitive algebra of price expectations. J Consum Psychol 4:365\u2013388","journal-title":"J Consum Psychol"},{"key":"4_CR52","volume-title":"Cognitive psychology","author":"RJ Sternberg","year":"2011","unstructured":"Sternberg RJ (2011) Cognitive psychology, 6th edn. Wadsworth Publishing, Belmont","edition":"6"},{"key":"4_CR53","doi-asserted-by":"crossref","unstructured":"Strohmeier D, Jumisko-Pyykk\u00f6 S, Kunze K (2010) Open profiling of quality: a mixed method approach to understanding multimodal quality perception. In: Advances in multimedia, vol 2010, p 28","DOI":"10.1155\/2010\/658980"},{"key":"4_CR54","doi-asserted-by":"publisher","unstructured":"Strohmeier D, Jumisko-Pyykko S, Raake A (2012) Toward task-dependent evaluation of web-QoE: free exploration vs. who ate what? In: Globecom workshops (GC Wkshps), 2012 IEEE, pp 1309\u20131313. doi: 10.1109\/GLOCOMW.2012.6477771","DOI":"10.1109\/GLOCOMW.2012.6477771"},{"key":"4_CR55","doi-asserted-by":"crossref","unstructured":"Szajna B, Scamell RW (1993) The effects of information system user expectations on their performance and perceptions. MIS Q 17(4):493\u2013516. http:\/\/www.jstor.org\/stable\/249589","DOI":"10.2307\/249589"},{"key":"4_CR56","doi-asserted-by":"crossref","unstructured":"Vandenbroucke K, Ferreira D, Goncalves J, Kostakos V, De Moor K (2014) Mobile cloud storage: a contextual experience. In: Proceedings of the 16th international conference on human\u2013computer interaction with mobile devices and services, Toronto, ON, Canada","DOI":"10.1145\/2628363.2628386"},{"issue":"6","key":"4_CR57","doi-asserted-by":"crossref","first-page":"1090","DOI":"10.3813\/AAA.918370","volume":"96","author":"M W\u00e4ltermann","year":"2010","unstructured":"W\u00e4ltermann M, Raake A, M\u00f6ller S (2010) Quality dimensions of narrowband and wideband speech transmission. Acta Acust United Acust 96(6):1090\u20131103","journal-title":"Acta Acust United Acust"},{"issue":"1","key":"4_CR58","doi-asserted-by":"crossref","first-page":"61","DOI":"10.2307\/249678","volume":"22","author":"RT Watson","year":"1998","unstructured":"Watson RT, Pitt LF, Kavan CB (1998) Measuring information systems service quality: lessons from two longitudinal case studies. MIS Q 22(1):61\u201379","journal-title":"MIS Q"},{"key":"4_CR59","doi-asserted-by":"crossref","unstructured":"Wijnants M, Agten S, Quax P, Lamotte W (2009) Investigating the relationship between QoS and QoE in a mixed desktop\/handheld gaming setting. In: Co-next student workshop \u201909: proceedings of the 5th international student workshop on emerging networking experiments and technologies, Rome, Italy","DOI":"10.1145\/1658997.1659013"},{"key":"4_CR70","unstructured":"Wilkie WL (1994) Consumer behaviour, 3rd edn. Wiley, Canada, p 118"},{"key":"4_CR60","unstructured":"Yajun H, Wenan Z, Yu D (2014) Research on the user behavior-based QoE evaluation method for http mobile streaming. In: Proceedings of the 10th international conference on broadband and wireless computing, communication and applications, Krakow, Poland"},{"key":"4_CR61","volume-title":"Delivering service quality: balancing consumer perceptions and expectations","author":"VA Zeithaml","year":"1990","unstructured":"Zeithaml VA, Parasuraman A, Berry LL (1990) Delivering service quality: balancing consumer perceptions and expectations. The Free Press, New York"},{"issue":"1","key":"4_CR62","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1177\/0092070393211001","volume":"21","author":"VA Zeithaml","year":"1993","unstructured":"Zeithaml VA, Berry LL, Parasuraman A (1993) The nature and determinants of customer expectations of service. J Acad Mark Sci 21(1):1\u201312. doi: 10.1177\/0092070393211001","journal-title":"J Acad Mark Sci"},{"key":"4_CR63","unstructured":"Zielinski S, Rumsey F, Bech S (2008) On some biases encountered in modern audio quality listening tests\u2014a review. J Audio Eng Soc 56(6):427\u2013451. http:\/\/www.aes.org\/e-lib\/browse.cfm?elib=14393"}],"container-title":["Quality and User Experience"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/article\/10.1007\/s41233-016-0004-z\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s41233-016-0004-z.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s41233-016-0004-z.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,7,23]],"date-time":"2022-07-23T21:42:36Z","timestamp":1658612556000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/s41233-016-0004-z"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2017,2,9]]},"references-count":64,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2017,12]]}},"alternative-id":["4"],"URL":"https:\/\/doi.org\/10.1007\/s41233-016-0004-z","relation":{},"ISSN":["2366-0139","2366-0147"],"issn-type":[{"value":"2366-0139","type":"print"},{"value":"2366-0147","type":"electronic"}],"subject":[],"published":{"date-parts":[[2017,2,9]]},"article-number":"3"}}