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dc.contributor.advisor Lane, David M.
dc.creatorPanero, Jan C.
dc.date.accessioned 2009-06-04T08:11:02Z
dc.date.available 2009-06-04T08:11:02Z
dc.date.issued 1997
dc.identifier.urihttps://hdl.handle.net/1911/17118
dc.description.abstract Telephone conversations between software technical support advisors and their clients were recorded and analyzed. The roles the advisors took in the conversations influenced how much control each conversant had and the kind of contributions they made. When the advisors took the role of solving a problem, they had more control and asked more questions than in other roles. The conversations where the advisors acted as problem solvers were analyzed qualitatively in light of the problem-solving theories such as information processing theory, Gestalt theory, and schema/frame theory. Most technical support problem solving was explainable using Gestalt and frame theory, but some behavior was displayed that was not predicted by these theories. A model describing the prototypical technical support problem-solving case is presented, along with descriptive findings about flexible behavior in non-prototypical cases.
dc.format.extent 126 p.
dc.format.mimetype application/pdf
dc.language.iso eng
dc.subjectIndustrial psychology
Cognitive psychology
dc.title Troubleshooting by computer advisors: A descriptive field study
dc.type.genre Thesis
dc.type.material Text
thesis.degree.department Psychology
thesis.degree.discipline Social Sciences
thesis.degree.grantor Rice University
thesis.degree.level Masters
thesis.degree.name Master of Arts
dc.identifier.citation Panero, Jan C.. "Troubleshooting by computer advisors: A descriptive field study." (1997) Master’s Thesis, Rice University. https://hdl.handle.net/1911/17118.


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