Impacts of electronic process guides by types of user: An experimental study
Our research investigates the perceptions on several usability metrics on Electronic Process Guides (EPGs) through an experimental repeated-measure design with an international sample collected from 4 countries. Our research advances on two previous similar studies (of the four only found in the top literature) regarding data collected from a more professional and specialized sample vs undergraduate students or full-time graduate students used in these other two papers. Our research helps to understand the non-expected results reported in previous experimental studies on EPGs through the differentiation of types of EPGs and types of Users (practitioners vs academicians; and novices vs experts).
electronic process guide (epg) repeated-measures design cmmi-svc it service management (itsm) process-oriented intensive it areas experimental research