Voice of the Users: A study of software feedback differences between Germany and China

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dc.contributor.author Tizard, James
dc.contributor.author Rietz, Tim
dc.contributor.author Liu, Xuanhui
dc.contributor.author Blincoe, Kelly
dc.date.accessioned 2021-12-06T02:33:09Z
dc.date.available 2021-12-06T02:33:09Z
dc.date.issued 2021-9
dc.identifier.citation 2021 IEEE 29th International Requirements Engineering Conference Workshops (REW), 2021, pp. 328-335
dc.identifier.isbn 9781665418980
dc.identifier.issn 1090-705X
dc.identifier.uri https://hdl.handle.net/2292/57646
dc.description.abstract App stores, product forums and social media form important channels for software users to communicate with developers and other users. Through their feedback users can share ways they want software to improve, get help and recommend their favourite applications. These online channels are popular around the world, yet, there has been limited research into how their use is impacted by cultural differences between software users from different countries. In this study, we investigate the differences in feedback behaviour and attitudes between software users in Germany and China. Through 1,376 user surveys, we show statistically significant differences in the feedback channels each country use, what motivates their feedback, the reasons they don't give feedback and potential new methods to encourage feedback. These differences are analysed through the lens of the Hofstede cultural model, looking in particular at the dimensions of individualism and power distance where Germany and China differ significantly. The findings in this paper give valuable insights on how each country uses online feedback channels and potential ways the channels can be adapted to better suit their distinct cultures.
dc.publisher IEEE
dc.relation.ispartof 2021 IEEE 29th International Requirements Engineering Conference Workshops (REW)
dc.relation.ispartofseries 2021 IEEE 29th International Requirements Engineering Conference Workshops (REW)
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dc.rights © 2021 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works.
dc.rights.uri https://researchspace.auckland.ac.nz/docs/uoa-docs/rights.htm
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dc.title Voice of the Users: A study of software feedback differences between Germany and China
dc.type Conference Item
dc.identifier.doi 10.1109/rew53955.2021.00057
pubs.begin-page 328
pubs.volume 2021-September
dc.date.updated 2021-11-14T20:10:57Z
dc.rights.holder Copyright: IEEE en
pubs.end-page 335
pubs.finish-date 2021-9-24
pubs.publication-status Published
pubs.start-date 2021-9-20
dc.rights.accessrights http://purl.org/eprint/accessRights/OpenAccess en
pubs.elements-id 873425
dc.identifier.eissn 2332-6441

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