Emotional and Rational Components in Software Testing Service Evaluation

Abstract

This research investigates how individual emotional and rational components of software testing service evaluations impact behavioral intentions associated with the software testing service, and how specific, theory-driven service characteristics (complexity, proximity, and output specificity) impact the emotional and rational components of the software testing service evaluation. A controlled experiment is used, and the results indicate that (1) both emotional and rational components of software testing service evaluation have significant impacts on behavioral intentions associated with the software testing service, (2) the specificity of testing service output impacts both the emotional and rational evaluations of the software testing service, (3) the complexity of the testing service task only influences the emotional component, and (4) the proximity between the testing service provider and recipient has no significant impact on the emotional evaluation of the service.