[Effect of system-related work interruptions in computer-assisted text processing: a field study]

To validate laboratory research findings on the stress inducing effects of system response time in human-computer interaction, a field study was performed at the central typing office of a bank. Simultaneous subject-oriented and object-oriented measures (questionnaires) of working properties were taken with a relatively high sampling rate over several days in addition to the ordinary business activities. In summary, the negative effects of system response times could also be observed in the real work setting, but were modified by subjective and situational factors which had not been considered in laboratory research yet. The users also avoided situations of temporal uncertainty by adapting their working style to the system. Therefore it is concluded, that the effects of system response time should be interpreted by the concept of user acceptance and not by temporal uncertainty.