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Quality of Experience: Measuring Quality from the End-User Perspective

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Over last 15 years, Quality of Experience (QoE) has evolved from a buzzword to a holistic, mature scientific concept that captures the entire experience that a person has with a multimedia communication service (e.g. online video, web browsing, telephony, etc.). This talk provides an introduction to the concept of QoE and its operationalization in subjective experiments. To this end we first review the origins of QoE as well as the most useful definitions and frameworks that map the main QoE constituents and use cases. In the second part we go about operationalizing QoE, with a focus on how to design and conduct subjective QoE experiments that provide valid and reliable results.

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Quality of Experience: Measuring Quality from the End-User Perspective

  1. 1. QUALITY OF EXPERIENCE Measuring Quality from the End-user Perspective TEWI Kolloquium 20 Nov 2019 Dr. Raimund Schatz, AIT/AAU
  2. 2. About Me Raimund Schatz Senior Scientist @ AIT Austrian Institute of Technology Recently joined ATHENA @ AAU Dr. (Informatics) MSc. (Telematics) MBA (Creativity, Innovation & Change) Msc. (Int. Finance) Research on QoE for more than 10 yrs, Involved in >50 QoE user studies Current Research: • Data- & Diversity-Driven Experience Research QoE, UX, Acceptance & Behavior • Virtual & Augmented Reality • Intelligent Experience Optimization
  3. 3. Agenda § Welcome & Introduction § What is QoE? § Origins & History § QoE Definition(s) § How to measure QoE? § Overview: Objective vs. Subjective § Conducting Subjective QoE Experiments § Conclusions/Outlook 3
  4. 4. PART 1: WHAT IS QOE? 4AIT | 2019
  5. 5. Let‘s Warm Up a Bit … How would you define „Quality“? How is the term being used? What is Quality?
  6. 6. Quality – Is in Fact an Elephant! The blind men and the elephant: Poem by John Godfrey Saxe And so these men of Indostan Disputed loud and long, Each in his own opinion Exceeding stiff and strong, Though each was partly in the right, And all were in the wrong! So, oft in theologic wars The disputants, I ween, Rail on in utter ignorance Of what each other mean, And prate about an Elephant Not one of them has seen!
  7. 7. What is Quality, anyway? § QD1: Quality as Qualitas § Essential nature, inherent characteristics, characteristic attribute § QD2: Quality as Excellence/Goodness § Quality as an expression for the intuitively evaluated excellence/goodness § QD3: Quality as Standards § Quality is the totality of characteristics of an entity that bear on its ability to satisfy stated or implied needs (ISO, 1995) § Quality is the ability of a set of inherent characteristics of a product, system or process to fulfill requirements of customers and other interested parties (ISO, 1999) § QD4: Quality as Event § Quality is not a static thing, it is the event at which awareness of subject and object is made possible M. & H. Martens. Multivariate Analysis of Quality. An Introduction. Wiley, 2001
  8. 8. QoS Technology-centric: throughput, delay, packet loss, etc. QoE User-centric: what really matters to the end-user: responsiveness, interactivity, acceptability, utility, satisfaction, etc. QoE Origins: Need to bridge between user and technology perspectives (around 2001)
  9. 9. QoE: Some Definition Attempts § QoE as a reloaded buzzword: QoE has been defined as an extension of the traditional QoS in the sense that QoE provides information regarding the delivered services from an end-user point of view [Lopez et al. 2006] § QoE as a usability metric: QoE is how a user perceives the usability of a service when in use – how satisfied he/she is with a service in terms of, e.g., usability, accessibility, retainability and integrity [Soldani 2006] § QoE as a hedonistic concept: QoE describes the degree of delight of the user of a service, influenced by content, network, device, application, user expectations and goals, and context of use [Dagstuhl Seminar May 2009] § QoE as the ultimate answer to life, universe and everything: Quality of Experience includes everything that really matters [Kilkki@LinkedIn 2008]
  10. 10. User Expectations regarding system performance Smartphone vs. Tablet vs. TV Influence of network speed, latencies, etc. Application type e.g. web browsing, IPTV We need a proper QoE Definition! à Qualinet whitepaper (2012) Work vs. Entertainment “… the degree of delight or annoyance of the user of an application or service …” (Qualinet White Paper on Definitions of Quality of Experience, 2013)
  11. 11. “Quality of Experience (QoE) is the degree of delight or annoyance of the user of an application or service. It results from the fulfillment of his or her expectations with respect to the utility and/or enjoyment of the application or service in the light of the user’s personality and current state.” § Experience: An experience is an individual’s stream of perception and interpretation of one or multiple events. § Quality Feature: A perceivable, recognized and namable characteristic of the individual’s experience of a service which contributes to its quality. § Influencing Factors: In the context of communication services, QoE can be influenced by factors such as service, content, network, device, application, and context of use. QoE Definition (Qualinet Whitepaper, 2012) from Qualinet White Paper on Definitions of Quality of Experience
  12. 12. “Quality of Experience (QoE) is the degree of delight or annoyance of a person whose experiencing involves an application, service, or system. It results from the person’s evaluation of the fulfillment of his or her expectations and needs with respect to the utility and/or enjoyment in the light of the person’s context, personality and current state.” § Application: A software and/or hardware that enables usage and interaction by a user for a given purpose. Such purpose may include entertainment or information retrieval, or other. § Service: An episode in which an entity takes the responsibility that something desirable happens on the behalf of another entity. An Even Better Definition (QoE Book, 2013) 12From Möller & Raake (Eds) 2013, pp 18-19
  13. 13. § Fundamental relationships and data on quality perception § QoE as f(System, User state, Content, Context) § WQL Hypothesis, IQX Hypothesis, etc. § Guidelines for § Network planning and parametrization § Application, service or algorithm design § QoE Models and Metrics for § Predicting QoE based on technical measurements § QoE Measurement/Prediction Systems for § Monitoring and documenting health of system/network based on user-centric KPIs (e.g. picture quality) § QoE-centric Net & App Management in order to § Ensure optimal end-user experience in economic ways § Distribute resources fairly among users The Field: QoE Research & Applications AnalyzePredictControl
  14. 14. PART 2: HOW TO „MEASURE“ QOE? 14AIT | 2019
  15. 15. Common Quality Issues for Networked Multimedia § Web Browsing: § Long waiting time until anything happens § Slow page rendering § Unavailability of page/site § Bad site design, bad usability § ... § IPTV, Mobile TV: § Visual quality: blocking, blurring, freeze frames § Audio quality: noise, distortions § Audio/video out of sync § Stalling, rebuffering § Long startup time of service § Long zapping time § ... à Different services, different types of quality aspects/impairments à Quality impairments can have various causes (device, network, content, ...)
  16. 16. General Question: Can we directly „measure“ experienced Quality (QoE)? § Answer: NO, not yet! § Why? § Elusive concept § No “objective” physiological / neural correlate § Mind-reading not possible (yet) § But: we can assess and estimate QoE (or parts/proxies of it) to some extent …
  17. 17. How to assess or estimate QoE? A) Subjective QoE Tests § Based on end-user involvement § Subjective measures: e.g. user opinion, ratings § Objective measures: e.g. task performance, behavior B) „Objective“ QoE Prediction/Estimation § „Metrics“ based on analytical/statistical models § Translate input parameters to estimated QoE Stimulus Response Test Conditions Impairments Subjective Measures Objective Measures Input OutputQoE= mc2 Model Perception-based Instrumental
  18. 18. User App Net Application Log Analysis Traffic Analysis Subjective Testing Method User Quality Perception Data Insights QoE Models From (subjective) Experimental Data (A) to (objective) QoE Models/Metrics (B) QoE‘s Core Business: Subjective User Experiments & Model Development Context Factors
  19. 19. Overview: QoE Assessment Approaches QoE Measurement Subjective Controlled Experiments (Lab) Crowdsourcing Field / Real Service Objective Signal-based FR RR NRPacket-level Parametric 19
  20. 20. Subjective QoE Assessment Key Question: How to assess QoE at maximum validity? Answer: Subjective QoE Testing with Human Participants Involves a delicate mix of choices: § Context: Lab, Field or Web (Crowdsourcing)? § Technical Setup? § Test Content and Procedure? § Data gathering: Qualitative vs. Quantative? Data collection Methods? § Analytic or Utilitarian?
  21. 21. The Process 21 Reporting Results Analysis Execution Pilot & Refinement Setup Planning
  22. 22. PLANNING & SETUP 22
  23. 23. Rule #1: Know your Purpose! § Every study is done for a purpose … à know your purpose and clearly define the problem that you want to address accordingly! § (Very) Different purposes: § Building a model/metric • Example: image qoe as f(settings_of_codecXY) § Answering a question / test a hypothesis • Example: does QoE as f(latency) for web browsing differ by age? § Evaluating metric(s) • Example: how good does the new VMAF metric reflect QoE? § Identify experience dimensions/quality features • Example: which are the main experience dimensions governing mobile AR? § Validate a new QoE assessment methodology …. 23
  24. 24. Test Methodology & Design § Variables § Which ones to manipulate, control, observe or ignore? à Avoid unintended/unnoticed influences from uncontrolled factors on results! § Subjects § Naïve or Expert?, N=? § Instructions § Which questions to ask subjects and how § Training? § Presentation § Single or double stimulus, sequential or simultaneous? § Grading scales § How many items? Direct, indirect? § Numerical, Categorical? MOS? à Methodologies draw from several disciplines: HCI, UX, Quality assessment Psychology, Sociology, Experimental Design Theory, etc. à Make good use of this existing body of knowledge!
  25. 25. Recommended Reading § http://www.doesinc.com/knowledge.htm § http://www.statsoft.com/textbook/experimental-design/ § ITU-T P.910: Subjective video quality assessment methods for multimedia applications § ITU-R BT.500: Methodology for the subjective assessment of the quality of television pictures § https://www.its.bldrdoc.gov/vqeg/vqeg-home.aspx § Book: Michell & Jolley, „Research Design Explained“ § Ritter, F. E., Kim, J. W., Morgan, J. H., & Carlson, R. A. (2012). How to run experiments: A practical guide to research with human participants. Thousand Oaks, CA: Sage. www.frankritter.com/rbs/ rbs-handout-cogsci.pdf 25
  26. 26. Example: Subjective Image Quality Testing § Given: Source Image, System that impairs image (compression, transmission errors, etc.) § Question: What is the impact of the system on experienced image quality?
  27. 27. A typical lab assessment involves … •15 to 30 participants •1-2 hours per participant •Informed consent / GDPR (signed) •Instructions about tasks •Some pre/post questionnaires (demographics, ratings, feedback, etc.) •Several technical conditions and original media to evaluate 27
  28. 28. Test Content § Has considerable impact on quality perception § Content choice depends on study goals, e.g. § Typical content § Challenging Worst-case content § BUT: content choice also influences rating behavior! • Likeability, emotions 28P01 p06 p10 bike cafe woman
  29. 29. Which User Data/Correlates with QoE can we collect? § Subjective Opinion / Assessment § Quantative: Ratings § Qualitative: Interviews, Thinking aloud § Behavioural Measurements § Behaviour logs § Observational Coding § Behavioral performance (completion time, response time, error rates) § Physiological Measurements § Heart rate, Skin Response § Muscular activity, Eye activity § Brain activity (EEG, MRI) 29 THE MAIN VEHICLE
  30. 30. How to Obtain User Ratings: Scaling Methods Scaling Direct Sg Stimulus ACR Dbl Stimulus DCR Continuous SAMVIQ & MUSHRA Indirect Ranking Paired Comparison 30
  31. 31. Key Measure: MOS § Mean Opinion Score § Widely used in many fields: § Politics/Elections § Marketing/Advertisement § Food industry § Multimedia § MOS = The likely level of satisfaction with a service or product as appreciated by an average user § Example question: “How would you rate the visual quality of this image?” § Challenge: test design that generates valid, objective, reliable (and thus reproducible) results § Implementation more complex and difficult that it seems a priori (WYAIWYG problem: what you ask is what you get) Excellent Good Fair Poor Bad 5 4 3 2 1 Imperceptible Perceptible Slightly annoying Annoying Very annoying MOS Quality Impairment
  32. 32. Direct Scaling: ACR (Absolute Category Rating) § Discrete § Single stimulus § Multiple dimensions addressable § Usually 5-point scale, but can also be 7-, 9-, or 11-point 5 Excellent 4 Good 3 Fair 2 Poor 1 Bad ACR Stimulus A Stimulus B Stimulus C
  33. 33. Direct Scaling: DCR (Degradation Category Rating) § Discrete § Direct Comparison à Relative § Reference vs. processed sample § Highly sensitive 5 degradation is not perceivable 4 degradation is perceivable but not annoying 3 degradation is slightly annoying 2 degradation is annoying 1 degradation is very annoying DCR Ref A Stimulus A Ref B Stimulus B
  34. 34. Scaling: Continuous § Continuous / Sg or Dbl Stimulus § For assessing transient quality artifacts in longer (media) samples (videos, etc.) Continuous
  35. 35. Exercise: Which Direct Scaling to Use? § Assessment Tasks 1) Impact of (constant) noise on QoE (image) 2) Impact infrequent bursts of packet loss on QoE (video) 3) Added value of 4k/UHD vs. HD resolution (video) § Rating Methods / Scaling 1. ACR 2. DCR 3. Continuous
  36. 36. Scales: How to Map Opinions to Numbers? § Not all features that an entity has can be described by numbers § Example: a person • Weight and height are numeric variables (more precisely ratio variables) • Education and socio economic class are ordinal variables • Sex and religion are nominal variables § This has direct consequences on § Design & usability of the rating scale § The kind of statistical analysis we can perform on the results! 36 Probabilities Percentiles Any statistic interval / ratio x x x ordinal x x nominal x mode median mean
  37. 37. Consequence: Another essential Rule … § ANTICIPATE, ANTICIPATE, ANTICIPATE! § Beyond clearly defining the problem … § … prepare analysis & reporting in advance! § Then use the prepared analysis for monitoring your results data during piloting and test execution! à Risk management is key! 37
  38. 38. Some Scale Designs (ACR) 38
  39. 39. Some Scale Designs (ACR) ctd. § Ideal for Crowdsourcing (Gardlo, Egger & Hossfeld 2015) 39 Gardlo, B., Egger, S., & Hoßfeld, T. (2015). Do Scale-Design and Training Matter for Video QoE Assessments through Crowdsourcing? CrowdMM@ACM Multimedia.
  40. 40. Setup: Test Environment § Measurements have to be valid, objective & reliable § Subjective testing methodologies § High requirements on testing environment § Many influencing/confounding factors, z.B. § Type, performance and quality of devices (monitor, speakers, etc.) § Light and acoustic conditions § Ambience, interior architecture § Watching distance and angle
  41. 41. Planning: Time & Test Conditions § Subject‘s Time & Energy = scarce resource § Max. 90 min of net testing time, requires a break of 5-10 mins § Time slots need to be 2h (min), better 2.5h § #conditions = net testing time / condition duration § For QoE lab studies, to typically go for a within-subjects design § Severely limited what one test can actually cover! § Tricks: use between-subjects design, latin squares, etc. § Further hints: § Use anchors: very good + very bad quality conditions, evt. training § Do not forget to randomize the sequence of conditions! 41
  42. 42. Number of Subjects - The dreaded „N“! § Huge Trade-off: Time & Money vs. Statistical Power / Reliability § Higher N à smaller p & smaller confidence intervals § BUT: diminishing returns § Recommendations for N: § ITU-T: 15 § VQEG: 24 à So … which N is truly „sufficient“? § Extensive Analysis by Brunnström & Barkowsky (2018) 42 N ZCI j j s ×=
  43. 43. Analysis by Brunnström & Barkowsky (2018) § Traditional recommendations too optimistic, particularly when you have to correct for multiple comparisons! § BTW: remember the funnel: #invited subjects > #tested subjects > #valid subjects
  44. 44. Sample Test Plan 44
  45. 45. PILOT & REFINEMENT & EXECUTION 45
  46. 46. 46 § Subjective tests are like a live performance § When the audience arrives and the show starts, everything has to be in place and work smoothly! § Remember: each subject costs time & money, so don‘t waste them! § You have to rehearse = Test & Pilot in advance § Use subjects of increasing „expensiveness“ • You, colleagues, (friendly) users from the target audience • Let them give feedback afterwards on the meta-level/process § There are always issues with the usability of your setup and your instructions à If you don‘t find any problems with the test setup, then you have not piloted it well enough! § Reserve enough time for refining the test setup & design! Piloting & Refinement
  47. 47. 47 § Treat your subjects well – for them participation should be a positive experience in itself! § Monitor your data, your users and all kinds of events – you need to be able to debug your test § Keep a test assistant‘s log § Automatize, Automatize, Automatize! Execution
  48. 48. 48 § By TU–Ilmenau, AVT Group § https://github.com/Telecommunication-Telemedia-Assessment/avrateNG Rating Tools/Systems#1: avrateNG
  49. 49. Setting up a new user study can be tedious… TheFragebogen.de A software framework for user studies made simple. Used in several QoE studies: audio/video, web 2nd screen and crowdsourcing. open source cross platform multi device multimedia graphical scales privacy friendlybehavioral data Dennis Guse | Henrique R. Orefice | Gabriel Reimers | Oliver Hohlfeld ready for crowdsourcing DEMO
  50. 50. ANALYSIS & REPORTING 50 Conditions Items Subjects
  51. 51. !"" #"" $"" %"" !&"" ! !'( # #'( ) )'( $ $'( ( *+, -./01,2./03456 7*8 ! ! 89: ;89: <=> MOS Data Analysis and Reporting • Mean Opinion Scores (MOS) and confidence intervals N m MOS N i ij j å= = 1 mij = score by subject i for test condition j. N = number of subjects after outliers removal. But: this is not enough …
  52. 52. !"" #"" $"" %"" !&"" ! !'( # #'( ) )'( $ $'( ( *+, -./01,2./03456 7*8 ! ! 89: ;89: <=> MOS Data Analysis and Reporting, ctd. BUT: MOS by itself only reports an average opinion, and thus HIDES a lot of information … Excellent! Bad! Fair!Good! Poor! Æ Fair = 3
  53. 53. !"" #"" $"" %"" !&"" ! !'( # #'( ) )'( $ $'( ( *+, -./01,2./03456 7*8 ! ! 89: ;89: <=> MOS Data Analysis and Reporting, ctd. à don’t forget to analyze and report user opinion diversity using confidence intervals (bare minimum), histograms, CDFs, etc.!
  54. 54. !"" #"" $"" %"" !&"" ! !'( # #'( ) )'( $ $'( ( *+, -./01,2./03456 7*8 ! ! 89: ;89: <=> MOS Data Analysis and Reporting • Mean Opinion Scores (MOS) and confidence intervals N m MOS N i ij j å= = 1 N ZCI j j s ×= mij = score by subject i for test condition j. N = number of subjects after outliers removal. Z = z-value for required confidence level (1.96 for 95%). σj = standard deviation of the scores distribution across subjects for test condition j. But: MOS + confidence intervals can be considered only as the bare minimum …
  55. 55. Remember: ALWAYS be Cautious with Summary Statistics! F. J. Anscombe: Graphs in Statistical Analysis. In: American Statistician. 27, Nr. 1, 1973, S. 17–21.
  56. 56. More Extreme: The Datasaurus Dozen https://www.autodeskresearch.com/publications/samestats
  57. 57. Reporting (as recommended by ITU-T P.910) 57
  58. 58. Further Reporting Examples … 58 Schatz et al. 2018
  59. 59. Further Reporting Examples (ctd) 59 Schatz et al. 2018
  60. 60. How to navigate the seven seas of statistical analysis? 60 Ratings,etc. QoS, Encoder settings, etc.
  61. 61. 61 How to navigate the seven seas of statistical analysis? (ctd) Source: J. Wobbrock http://depts.washington.edu/acelab/proj/Rstats/index.html Also check out this course: „Designing, Running and Analyzing Experiments“ (Coursera)
  62. 62. 62 § http://www.panelcheck.com/ Tools from Food Sciences can make your life a bit easier … Hint: check out the work (papers, R packages, tools) of P.B. Brockhoff (DTU)!
  63. 63. 63 § Think of Reproducible Science! 1. Publish the Dataset § Ideally: Content + Rating Data 2. When sharing: use standardized data formats § Example: suJSON § Universal format for exchange § Format specification § Tools What else beyond reporting?
  64. 64. 64 § Emerging technologies: XR, VR video, point-cloud, mulsemedia, … § New targets à more work = good J à Many more DOF à challenge! § QoE in the context of interactive realtime systems and applications § Web, Gaming, etc. à Confluence/overlap with UX § Rise of big data analytics and data-driven techniques § Availability of more (diverse) sources of data à QoE substitution by e.g. behavior à Testing driven by AI/ML – Active Learning Outlook: Trends & Challenges
  65. 65. Thank you for your attention! Any questions?
  66. 66. QoE-related Books § Quality Engineering (Möller, 2011) § Very good introductory book on quality engineering § Focus on audio/voice and video quality § Focus on communications context § Quality of Experience (Möller & Raake eds., 2013) § Covers QoE extensively § Great overview of the current state of the art § Addresses fundamentals (like assessment methods) and applications (like video-conferencing)
  67. 67. Related Philosophy: Pirsig (1974) § Zen and the Art of Motorcycle Maintenance § possibly the most widely read philosophy book of the 20th century § Initially refused by more than 121 publishers § Three interweaved narratives: § a motorcycle trip across America, § the reconciliation of the narrator with his son and former "insane" self, Phaedrus, and § a number of philosophical discussions concerning the quality of contemporary Western life. § Foundation of Metaphysics of Quality (MoQ) § What defines good writing? § And what in general defines “good” or "quality“?
  68. 68. Further Reading, ctd. § European Network on Quality of Experience in Multimedia Systems and Services (QUALINET), “Definitions of Quality of Experience (QoE) and related concepts,” White Paper, 2012. § Recommendation ITU-T P.10/G.100 (2006) - Amendment 2 (07/08), Vocabulary for performance and quality of service - New definitions for inclusion in Recommendation ITU-T P.10/G.100. § Recommendation ITU-T E.800 (2008), Terms and definitions related to quality of service and network performance including dependability. § Recommendation ITU-T P.800 (1998), Methods for subjective determination of transmission quality. § Recommendation ITU-T G.1011 (2010), Reference guide to quality of experience assessment methodologies. § Recommendation ITU-T BT.500-13, Methodology for the subjective assessment of the quality of television pictures . - 68 -
  69. 69. Further Reading: Crowdsourcing § T. Hoßfeld, C. Keimel, M. Hirth, B. Gardlo, J. Habigt, K. Diepold, and P. Tran-Gia, “Best practices for QoE crowdtesting: QoE assessment with crowdsourcing,” IEEE Trans. Multimed., vol. 16, no. 2, pp. 541–558, Feb. 2014. § Egger-Lampl, Sebastian, Judith Redi, Tobias Hoßfeld, Matthias Hirth, Sebastian Möller, Babak Naderi, Christian Keimel, and Dietmar Saupe. „Crowdsourcing Quality of Experience Experiments“. In „Evaluation in the Crowd. Crowdsourcing and Human-Centered Experiments“, Daniel Archambault, Helen Purchase, and Tobias Hoßfeld (Eds.), Springer International Publishing, 2017. § Gadiraju, Ujwal, Sebastian Möller, Martin Nöllenburg, Dietmar Saupe, Sebastian Egger-Lampl, Daniel Archambault, and Brian Fisher. „Crowdsourcing Versus the Laboratory: Towards Human-Centered Experiments Using the Crowd“. In „Evaluation in the Crowd. Crowdsourcing and Human-Centered Experiments“, Daniel Archambault, Helen Purchase, and Tobias Hoßfeld (Eds.), Springer International Publishing, 2017.
  70. 70. Further Reading, ctd. Balachandran, Athula, Vyas Sekar, Aditya Akella, Srinivasan Seshan, Ion Stoica, and Hui Zhang. 2012. “A Quest for an Internet Video Quality-of-Experience Metric.” In Proceedings of the 11th ACM Workshop on Hot Topics in Networks, 97–102. ACM. Balachandran, Athula, Vyas Sekar, Aditya Akella, Srinivasan Seshan, Ion Stoica, and Hui Zhang. 2013. “Developing a Predictive Model of Quality of Experience for Internet Video.” In Proceedings of the ACM SIGCOMM 2013 Conference on SIGCOMM, 339–350. Dobrian, Florin, Vyas Sekar, Asad Awan, Ion Stoica, Dilip Joseph, Aditya Ganjam, Jibin Zhan, and Hui Zhang. 2011. “Understanding the Impact of Video Quality on User Engagement.” In Proceedings of the ACM SIGCOMM 2011 Conference, 362–373. SIGCOMM ’11. New York, NY, USA: ACM. Krasula, Lukaˇs, und Patrick Le Callet. „Chapter 4: Emerging Science of QoE in Multimedia Applications“, o. J., 35. - 70 -
  71. 71. Further Reading, ctd. Akamai. June 2006: Retail Web Site Performance: Consumer Reaction to a Poor Online Shopping Experience. Akamai Technologies, http://www.akamai.com (accessed February 10, 2008). Allan, L. G.: The perception of time, Perception Psychophysics, vol. 26, no. 5, pp. 340–354, 1979. Bouch, A., Kuchinsky, A., Bhatti, N.: Quality is in the eye of the beholder: meeting users’ requirements for Internet quality of service. Proceedings of the SIGCHI conference on Human factors in computing systems. S. 297–304 (2000). Egger, S., Reichl, P., Hossfeld, T., Schatz, R.: “Time is Bandwidth”? Narrowing the Gap between Subjective Time Perception and Quality of Experience. Proceedings of the 2012 IEEE International Conference on Communications. Fiedler, M., Hossfeld, T., and Tran-Gia, P.: A generic quantitative relationship between quality of experience and quality of service. Netwrk. Mag. of Global Internetwkg., vol. 24, pp. 36–41, March 2010. ITU-T Recommendations: G.1030, P.800, P.805, P.880, P.910, BT.500 Mitchell, M.L., Jolley, J.M.: Research Design Explained. Cengage Learning (2009). Möller, S.: Quality Engineering Qualität kommunikationstechnischer Systeme. Springer, Heidelberg [u.a.] (2010).
  72. 72. Further Reading, ctd. Strohmeier, Dominik. „Open profiling of quality: a mixed methods research approach for audiovisual quality evaluations“. Dissertation 4, Nr. 4 (2011): 5–6. Sackl, Andreas. “Investigations on the Role of Expectations and Individual Decisions in Quality Perception”. Dissertation, 2016 Schatz, R., Egger, S., Platzer, A.: Poor, Good Enough or Even Better? Bridging the Gap between Acceptability and QoE of Mobile Broadband Data Services. Proceedings of the 2011 IEEE International Conference on Communications. S. 1 -6 (2011). Schatz, Hossfeld, Janowski, and Egger. From Packets to People: Quality of Experience as New Measurement Challenge. In: Data Traffic Monitoring and Analysis. Springer LNCS, 2013. Schatz, Fiedler, and Skorin-Kapov. QoE-based Network and Application Management. In: Quality of Experience: Advanced Concepts, Applications and Methods. Springer LNCS, 2014. Seow, S.C.: Designing and Engineering Time: The Psychology of Time Perception in Software. Addison-Wesley Professional (2008). - 72 -

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