Technology malfunctions and expectations for technology performance influence user attitudes and behaviors regarding that technology. An empirical study explored how these factors interact to influence attitudes and performance on a task when exposed to a malfunction and certain expectations for technology performance. Unlike previous research, an interaction was found between malfunction and expectation such that individuals exposed to a malfunction with high expectations were more likely to complain about the incident to the responsible company. This is especially informative for industry customer service as it informs why users complain and what product features should be addressed to remedy the issues.

技术故障和对技术性能的期望会影响用户对该技术的态度和行为。一项实证研究探讨了当暴露于故障和对技术性能的某些期望时，这些因素如何相互作用以影响任务的态度和性能。与先前的研究不同，发现故障与期望之间存在相互作用，因此，遭受高期望故障的人更有可能向负责的公司投诉该事件。这对于行业客户服务特别有用，因为它可以告知用户投诉的原因以及应解决哪些产品功能以解决问题。