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references [2019/08/06 11:31] lisa.illgen_concentrix.com Fitting references to reference plug-in format (A-F) |
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| {{anchor:callejas:CAL1}}Callejas, Z., & López-Cózar, R. (2008). Relations between de-facto criteria in the evaluation of a spoken dialogue system. Speech Communication, 50, 646-665. [[https://doi.org/10.1016/j.specom.2008.04.004]] | {{anchor:callejas:CAL1}}Callejas, Z., & López-Cózar, R. (2008). Relations between de-facto criteria in the evaluation of a spoken dialogue system. Speech Communication, 50, 646-665. [[https://doi.org/10.1016/j.specom.2008.04.004]] | ||
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| + | {{anchor:calteaux:CAL2}}Calteaux, K., Grover A., & van Huyssteen, G. (2012). Business drivers and design choices for multilingual IVRs: A governement service delivery case study. Retrieved from [[http://www.mica.edu.vn/sltu2012/files/proceedings/7.pdf]] | ||
| {{anchor:chang:CHA1}}Chang, C. (2006). When service fails: The role of the salesperson and the customer. Psychology & Marketing, 23(3), 203–224. [[https://doi.org/10.1002/mar.20096]] | {{anchor:chang:CHA1}}Chang, C. (2006). When service fails: The role of the salesperson and the customer. Psychology & Marketing, 23(3), 203–224. [[https://doi.org/10.1002/mar.20096]] | ||
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| {{anchor:commarford:COM1}}Commarford, P. M., & Lewis, J. R. (2005). Optimizing the pause length before presentation of global navigation commands. In Proceedings of HCI International 2005: Volume 2—The management of information: E-business, the Web, and mobile computing (pp. 1–7). St. Louis, MO: Mira Digital Publication. [[http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.508.6365]] | {{anchor:commarford:COM1}}Commarford, P. M., & Lewis, J. R. (2005). Optimizing the pause length before presentation of global navigation commands. In Proceedings of HCI International 2005: Volume 2—The management of information: E-business, the Web, and mobile computing (pp. 1–7). St. Louis, MO: Mira Digital Publication. [[http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.508.6365]] | ||
| - | {{anchor:ahlén:COM2}}Commarford, P. M., Lewis, J. R., Al-Awar Smither, J. & Gentzler, M. D. (2008). A comparison of broad versus deep auditory menu structures. Human Factors, 50(1), 77-89. [[https://doi.org/10.1518/001872008X250665]] | + | {{anchor:commarford2008:COM2}}Commarford, P. M., Lewis, J. R., Al-Awar Smither, J. & Gentzler, M. D. (2008). A comparison of broad versus deep auditory menu structures. Human Factors, 50(1), 77-89. [[https://doi.org/10.1518/001872008X250665]] |
| {{anchor:couper:COU1}}Couper, M. P., Singer, E., & Tourangeau, R. (2004). Does voice matter? An interactive voice response (IVR) experiment. Journal of Official Statistics, 20(3), 551–570. [[http://search.proquest.com/docview/1266795179]] | {{anchor:couper:COU1}}Couper, M. P., Singer, E., & Tourangeau, R. (2004). Does voice matter? An interactive voice response (IVR) experiment. Journal of Official Statistics, 20(3), 551–570. [[http://search.proquest.com/docview/1266795179]] | ||
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| {{anchor:ferreira:FER1}}Ferreira, F. (2003). The misinterpretation of noncanonical sentences. Cognitive Psychology, 47, 164–203. [[https://doi.org/10.1016/S0010-0285(03)00005-7]] | {{anchor:ferreira:FER1}}Ferreira, F. (2003). The misinterpretation of noncanonical sentences. Cognitive Psychology, 47, 164–203. [[https://doi.org/10.1016/S0010-0285(03)00005-7]] | ||
| - | Fosler-Lussier, E., Amdal, I., & Juo, H. J. (2005). A framework for predicting speech recognition errors. Speech Communication, 46, 153–170. | + | {{anchor:fosler-lussier:FOS1}}Fosler-Lussier, E., Amdal, I., & Juo, H. J. (2005). A framework for predicting speech recognition errors. Speech Communication, 46, 153–170. [[https://doi.org/10.1016/j.specom.2005.03.003]] |
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| + | {{anchor:frankish:FRA1}}Frankish, C., & Noyes, J. (1990). Sources of human error in data entry tasks using speech input. Human Factors, 32(6), 697–716. [[https://doi.org/10.1177/001872089003200607]] | ||
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| + | {{anchor:fried:FRI1}}Fried, J., & Edmondson, R. (2006). How customer perceived latency measures success in voice self-service. Business Communications Review, 36(3), 26–32. [[http://www.webtorials.com/main/resource/papers/BCR/paper101/fried-03-06.pdf]] | ||
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| + | {{anchor: fröhlich:FRO1}}Fröhlich, P. (2005). Dealing with system response times in interactive speech applications. In Proceedings of CHI 2005 (pp. 1379–1382). Portland, OR: ACM. [[https://doi.org/10.1145/1056808.1056921]] | ||
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| + | {{anchor:fromkin:FRO2}}Fromkin, V., Rodman, R., & Hyams, N. (1998). An introduction to language (6th ed.). Fort Worth, TX: Harcourt Brace Jovanovich. [[https://www.amazon.com/Introduction-Language-6th-Sixth/dp/B0035E4B26]] | ||
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| + | {{anchor:gardner-bonneau1992:GAR1}}Gardner-Bonneau, D. J. (1992). Human factors in interactive voice response applications: “Common sense” is an uncommon commodity. Journal of the American Voice I/O Society, 12, 1-12. | ||
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| + | {{anchor:gardner-bonneau1999:GAR2}}Gardner-Bonneau, D. (1999). Guidelines for speech-enabled IVR application design. In D. Gardner-Bonneau (Ed.), Human factors and voice interactive systems (pp. 147-162). Boston, MA: Kluwer Academic Publishers. [[https://www.amazon.com/Factors-Interactive-International-Engineering-Computer/dp/0792384679]] | ||
| - | Frankish, C., & Noyes, J. (1990). Sources of human error in data entry tasks using speech input. Human Factors, 32(6), 697–716. | + | {{anchor:garrett:GAR3}}Garrett, M. F. (1990). Sentence processing. In D. N. Osherson & H. Lasnik (Eds.), Language: An invitation to cognitive science (pp. 133–176). Cambridge, MA: MIT Press. [[https://www.amazon.com/Invitation-Cognitive-Science-Vol-Language/dp/0262650339]] |
| - | Fried, J., & Edmondson, R. (2006). How customer perceived latency measures success in voice self-service. Business Communications Review, 36(3), 26–32. | + | {{anchor:giebutowksi:GIE1}}Giebutowski, J. (2017, December 18). Multilingual IVR 5 Big Ways to Get It Exactly WRONG Marketing Messages. Retrieved from [[https://www.marketingmessages.com/multilingual-ivr-5-big-ways-to-get-it-exactly-wrong]] |
| - | Fröhlich, P. (2005). Dealing with system response times in interactive speech applications. In Proceedings of CHI 2005 (pp. 1379–1382). Portland, OR: ACM. | + | {{anchor:gleason:GLE1}}Gleason, J. B., & Ratner, N. B. (1993). Psycholinguistics. Fort Worth, TX: Harcourt Brace Jovanovich. [[https://www.amazon.com/Psycholinguistics-Nan-Bernstein-Ratner/dp/0030559642]] |
| - | Fromkin, V., Rodman, R., & Hyams, N. (1998). An introduction to language (6th ed.). Fort Worth, TX: Harcourt Brace Jovanovich. | + | {{anchor:goodwin:GOO1}}Goodwin, A. (2018, February 21). 5 Multilingual IVR Tips to Take Your Business Global [Web log post]. Retrieved from [[https://www.west.com/blog/interactive-services/multilingual-ivr-take-business-global]] |
| - | Gardner-Bonneau, D. J. (1992). Human factors in interactive voice response applications: “Common sense” is an uncommon commodity. Journal of the American Voice I/O Society, 12, 1-12. | + | {{anchor:gould:GOU1}}Gould, J. D., Boies, S. J., Levy, S., Richards, J. T., & Schoonard, J. (1987). The 1984 Olympics message system: A test of behavioral principles of system design. Communications of the ACM, 30, 758-569. [[https://doi.org/10.1145/30401.30402]] |
| - | Gardner-Bonneau, D. (1999). Guidelines for speech-enabled IVR application design. In D. Gardner-Bonneau (Ed.), Human factors and voice interactive systems (pp. 147-162). Boston, MA: Kluwer Academic Publishers. | + | {{anchor:graham2005:GRA1}}Graham, G. M. (2005). Voice branding in America. Alpharetta, GA: Vivid Voices. [[https://www.amazon.com/Voice-Branding-America-Marcus-Graham/dp/0975989502]] |
| - | Garrett, M. F. (1990). Sentence processing. In D. N. Osherson & H. Lasnik (Eds.), Language: An invitation to cognitive science (pp. 133–176). Cambridge, MA: MIT Press. | + | {{anchor:graham2010:GRA2}}Graham, G. M. (2010). Speech recognition, the brand and the voice: How to choose a voice for your application. In W. Meisel (Ed.), Speech in the user interface: Lessons from experience (pp. 93–98). Victoria, Canada: TMA Associates. [[https://www.amazon.com/Speech-User-Interface-Lessons-Experience/dp/1426926227]] |
| - | Gleason, J. B., & Ratner, N. B. (1993). Psycholinguistics. Fort Worth, TX: Harcourt Brace Jovanovich. | + | {{anchor:grice:GRI1}}Grice, H. P. (1975). Logic and conversation. In P. Cole & J. L. Morgan (Eds.), Syntax and semantics, volume 3: Speech acts (pp. 41–58). New York, NY: Academic Press. [[https://www.amazon.com/Syntax-Semantics-3-Speech-Acts/dp/0127854231]] |
| - | Gould, J. D., Boies, S. J., Levy, S., Richards, J. T., & Schoonard, J. (1987). The 1984 Olympics message system: A test of behavioral principles of system design. Communications of the ACM, 30, 758-569. | + | {{anchor:guinn:GUI1}}Guinn, I. (2010). You can’t think of everything: The importance of tuning speech applications. In W. Meisel (Ed.), Speech in the user interface: Lessons from experience (pp. 89–92). Victoria, Canada: TMA Associates. [[https://www.amazon.com/Speech-User-Interface-Lessons-Experience/dp/1426926227]] |
| - | {{anchor:graham2005:GRA1}}Graham, G. M. (2005). Voice branding in America. Alpharetta, GA: Vivid Voices. | + | {{anchor:hafner:HAF1}}Hafner, K. (2004, Sept. 9). A voice with personality, just trying to help. The New York Times. Retrieved from [[www.nytimes.com/2004/09/09/technology/circuits/09emil.html]] |
| - | {{anchor:graham2010:GRA2}}Graham, G. M. (2010). Speech recognition, the brand and the voice: How to choose a voice for your application. In W. Meisel (Ed.), Speech in the user interface: Lessons from experience (pp. 93–98). Victoria, Canada: TMA Associates. | + | {{anchor:halstead-nussloch:HAL1}}Halstead-Nussloch, R. (1989). The design of phone-based interfaces for consumers. In Proceedings of CHI 1989 (pp. 347–352). Austin, TX: ACM. [[https://doi.org/10.1016/0003-6870(91)90015-A]] |
| - | Grice, H. P. (1975). Logic and conversation. In P. Cole & J. L. Morgan (Eds.), Syntax and semantics, volume 3: Speech acts (pp. 41–58). New York, NY: Academic Press. | + | {{anchor:harris:HAR1}}Harris, R. A. (2005). Voice interaction design: Crafting the new conversational speech systems. San Francisco, CA: Morgan Kaufmann. [[https://www.amazon.com/Voice-Interaction-Design-Conversational-Technologies-ebook/dp/B001CPLXXK]] |
| - | Guinn, I. (2010). You can’t think of everything: The importance of tuning speech applications. In W. Meisel (Ed.), Speech in the user interface: Lessons from experience (pp. 89–92). Victoria, Canada: TMA Associates. | + | {{anchor:heins:HEI1}}Heins, R., Franzke, M., Durian, M., & Bayya, A. (1997). Turn-taking as a design principle for barge-in in spoken language systems. International Journal of Speech Technology, 2, 155-164. [[https://doi.org/10.1007/BF02208827]] |
| - | Hafner, K. (2004, Sept. 9). A voice with personality, just trying to help. The New York Times. Retrieved from www.nytimes.com/2004/09/09/technology/circuits/09emil.html. | + | {{anchor:henton:HEN1}}Henton, C. (2003). The name game: Pronunciation puzzles for TTS. Speech Technology, 8(5), 32-35. [[https://www.speechtechmag.com/Articles/ReadArticle.aspx?ArticleID=29501]] |
| - | Halstead-Nussloch, R. (1989). The design of phone-based interfaces for consumers. In Proceedings of CHI 1989 (pp. 347–352). Austin, TX: ACM. | + | {{anchor:hone:HON1}}Hone, K. S., & Graham, R. (2000). Towards a tool for the subjective assessment of speech system interfaces (SASSI). Natural Language Engineering, 6(3–4), 287–303. [[https://doi.org/10.1017/S1351324900002497]] |
| - | Harris, R. A. (2005). Voice interaction design: Crafting the new conversational speech systems. San Francisco, CA: Morgan Kaufmann. | + | {{anchor:houwing:HOU1}}Houwing, T., & Greiner, P. (2005). Design issues in multilingual applications. (SPEECH-WORLD[TM]) (interactive voice response systems). Customer Interaction Solutions, 23(12), 88–93. Retrieved from [[http://search.proquest.com/docview/208150344]] |
| - | Heins, R., Franzke, M., Durian, M., & Bayya, A. (1997). Turn-taking as a design principle for barge-in in spoken language systems. International Journal of Speech Technology, 2, 155-164. | + | {{anchor:huang:HUA1}}Huang, X., Acero, A., & Hon, H. (2001). Spoken language processing: A guide to theory, algorithm and system development. Upper Saddle River, NJ: Prentice Hall. [[https://www.amazon.com/Spoken-Language-Processing-Algorithm-Development/dp/0130226165]] |
| - | Henton, C. (2003). The name game: Pronunciation puzzles for TTS. Speech Technology, 8(5), 32-35. | + | {{anchor:huguenard:HUG1}}Huguenard, B. R., Lurch, F. J., Junker, B. W., Patz, R. J., & Kass, R. E. (1997). Working-memory failure in phone-based interaction. ACM Transactions on Computer-Human Interaction, 4(2), 67–102. [[https://doi.org/10.1145/254945.254947]] |
| - | Hone, K. S., & Graham, R. (2000). Towards a tool for the subjective assessment of speech system interfaces (SASSI). Natural Language Engineering, 6(3–4), 287–303. | + | {{anchor:hunter:HUN1}}Hunter, P. (2009). More isn't better, but (help me with) something else is. From the design-outloud blog. [[http://blog.design-outloud.com/2009]] |
| - | Huang, X., Acero, A., & Hon, H. (2001). Spoken language processing: A guide to theory, algorithm and system development. Upper Saddle River, NJ: Prentice Hall. | + | {{anchor:hura2008:HUR1}}Hura, S. L. (2008). What counts as VUI? Speech Technology, 13(9), 7. [[http://search.proquest.com/docview/212185822/]] |
| - | Huguenard, B. R., Lurch, F. J., Junker, B. W., Patz, R. J., & Kass, R. E. (1997). Working-memory failure in phone-based interaction. ACM Transactions on Computer-Human Interaction, 4(2), 67–102. | + | {{anchor:hura2010:HUR2}}Hura, S. L. (2010). My big fat main menu: The case for strategically breaking the rules. In W. Meisel (Ed.), Speech in the User Interface: Lessons from Experience (pp 113-116). Victoria, Canada: TMA Associates. [[https://www.amazon.com/Speech-User-Interface-Lessons-Experience/dp/1426926227]] |
| - | Hunter, P. (2009). More isn't better, but (help me with) something else is. From the design-outloud blog. | + | {{anchor:jain:JAI1}}Jain, A. K., & Pankanti, S. (2008). Beyond fingerprinting. Scientific American, 299(3), 78-81. [[https://doi.org/10.1038/scientificamerican0908-78]] |
| - | Hura, S. L. (2008). What counts as VUI? Speech Technology, 13(9), 7. | + | {{anchor:jelinek:JEL1}}Jelinek, F. (1997). Statistical methods for speech recognition. Cambridge, MA: MIT Press. [[https://www.amazon.com/Frederick-Jelinek-Statistical-Methods-Recognition/dp/B008VS12VO]] |
| - | Hura, S. L. (2010). My big fat main menu: The case for strategically breaking the rules. In W. Meisel (Ed.), Speech in the User Interface: Lessons from Experience (pp 113-116). Victoria, Canada: TMA Associates. | + | {{anchor:joe:JOE1}}Joe, R. (2007). The elements of style. Speech Technology, 12(8), 20–24. [[http://search.proquest.com/docview/212188958]] |
| - | Jain, A. K., & Pankanti, S. (2008). Beyond fingerprinting. Scientific American, 299(3), 78-81. | + | {{anchor:johnstone:JOH1}}Johnstone, A., Berry, U., Nguyen, T., & Asper, A. (1994). There was a long pause: Influencing turn-taking behaviour in human-human and human-computer spoken dialogues. International Journal of Human-Computer Studies, 41, 383–411. [[https://doi.org/10.1006/ijhc.1995.1018]] |
| - | Jelinek, F. (1997). Statistical methods for speech recognition. Cambridge, MA: MIT Press. | + | {{anchor:kaiser:KAI1}}Kaiser, L., Krogh, P., Leathem, C., McTernan, F., Nelson, C., Parks, M. C., & Turney, S. (2008). Thinking outside the box: Designing for the overall user experience. From the 2008 Workshop on the Maturation of VUI. |
| - | Joe, R. (2007). The elements of style. Speech Technology, 12(8), 20–24. | + | {{anchor:karray:KAR1}}Karray, L., & Martin, A. (2003). Towards improving speech detection robustness for speech recognition in adverse conditions. Speech Communication, 40, 261–276. [[https://doi.org/10.1016/S0167-6393(02)00066-3]] |
| - | Johnstone, A., Berry, U., Nguyen, T., & Asper, A. (1994). There was a long pause: Influencing turn-taking behaviour in human-human and human-computer spoken dialogues. International Journal of Human-Computer Studies, 41, 383–411. | + | {{anchor:kaushanksy:KAU1}}Kaushansky, K. (2006). Voice authentication – not just another speech application. In W. Meisel (Ed.), VUI Visions: Expert Views on Effective Voice User Interface Design (pp. 139-142). Victoria, Canada: TMA Associates. [[https://www.amazon.com/VUI-Visions-Expert-Effective-Interface/dp/1412083737]] |
| - | Kaiser, L., Krogh, P., Leathem, C., McTernan, F., Nelson, C., Parks, M. C., & Turney, S. (2008). Thinking outside the box: Designing for the overall user experience. From the 2008 Workshop on the Maturation of VUI. | + | {{anchor:klatt:KLA1}}Klatt, D. (1987). Review of text-to-speech conversion for English. Journal of the Acoustical Society of America, 82, 737–793. Audio samples available at <[[www.cs.indiana.edu/rhythmsp/ASA/Contents.html]]>. [[https://doi.org/10.1121/1.395275]] |
| - | Karray, L., & Martin, A. (2003). Toward improving speech detection robustness for speech recognition in adverse conditions. Speech Communication, 40, 261–276. | + | {{anchor:kleijnen:KLE1}}Kleijnen, M., de Ruyter, K., & Wetzels, M. (2007). An assessment of value creation in mobile service delivery and the moderating role of time consciousness. Journal of Retailing, 83(1), 33–46. [[https://doi.org/10.1016/j.jretai.2006.10.004]] |
| - | Kaushansky, K. (2006). Voice authentication – not just another speech application. In W. Meisel (Ed.), VUI Visions: Expert Views on Effective Voice User Interface Design (pp. 139-142). Victoria, Canada: TMA Associates. | + | {{anchor:klie2007:KLI1}}Klie, L. (2007). It’s a persona, not a personality. Speech Technology, 12(5), 22–26. [[http://search.proquest.com/docview/212204672]] |
| - | Klatt, D. (1987). Review of text-to-speech conversion for English. Journal of the Acoustical Society of America, 82, 737–793. Audio samples available at <www.cs.indiana.edu/rhythmsp/ASA/Contents.html>. | + | {{anchor:klie2010:KLI2}}Klie, L. (2010). When in Rome. Speech Technology, 15(3), 20-24. [[http://search.proquest.com/docview/325176389/]] |
| - | Kleijnen, M., de Ruyter, K., & Wetzels, M. (2007). An assessment of value creation in mobile service delivery and the moderating role of time consciousness. Journal of Retailing, 83(1), 33–46. | + | {{anchor:knott:KNO1}}Knott, B. A., Bushey, R. R., & Martin, J. M. (2004). Natural language prompts for an automated call router: Examples increase the clarity of user responses. In Proceedings of the Human Factors and Ergonomics Society 48th annual meeting (pp. 736–739). Santa Monica, CA: Human Factors and Ergonomics Society. [[https://doi.org/10.1177/154193120404800407]] |
| - | Klie, L. (2010). When in Rome. Speech Technology, 15(3), 20-24. | + | {{anchor:kortum2006:KOR1}}Kortum, P., & Peres, S. C. (2006). An exploration of the use of complete songs as auditory progress bars. In Proceedings of the Human Factors and Ergonomics Society 50th annual meeting (pp. 2071–2075). Santa Monica, CA: HFES. [[https://doi.org/10.1177/154193120605001776]] |
| - | Knott, B. A., Bushey, R. R., & Martin, J. M. (2004). Natural language prompts for an automated call router: Examples increase the clarity of user responses. In Proceedings of the Human Factors and Ergonomics Society 48th annual meeting (pp. 736–739). Santa Monica, CA: Human Factors and Ergonomics Society. | + | {{anchor:kortum2007:KOR2}}Kortum, P., & Peres, S. C. (2007). A survey of secondary activities of telephone callers who are put on hold. In Proceedings of the Human Factors and Ergonomics Society 51st annual Meeting (pp. 1153–1157). Santa Monica, CA: HFES. [[https://doi.org/10.1177/154193120705101821]] |
| - | Kortum, P., & Peres, S. C. (2006). An exploration of the use of complete songs as auditory progress bars. In Proceedings of the Human Factors and Ergonomics Society 50th annual meeting (pp. 2071–2075). Santa Monica, CA: HFES. | + | {{anchor:kortum2005:KOR3}}Kortum, P., Peres, S. C., Knott, B. A., & Bushey, R. (2005). The effect of auditory progress bars on consumer’s estimation of telephone wait time. In Proceedings of the Human Factors and Ergonomics Society 49th annual meeting (pp. 628–632). Santa Monica, CA: HFES. [[https://doi.org/10.1177/154193120504900406]] |
| - | Kortum, P., & Peres, S. C. (2007). A survey of secondary activities of telephone callers who are put on hold. In Proceedings of the Human Factors and Ergonomics Society 51st annual Meeting (pp. 1153–1157). Santa Monica, CA: HFES. | + | {{anchor:kotan:KOT1}}Kotan, C., & Lewis, J. R. (2006). Investigation of confirmation strategies for speech recognition applications. In Proceedings of the Human Factors and Ergonomics Society 50th annual meeting (pp. 728–732). Santa Monica, CA: Human Factors and Ergonomics Society. [[https://doi.org/10.1177/154193120605000524]] |
| - | Kortum, P., Peres, S. C., Knott, B. A., & Bushey, R. (2005). The effect of auditory progress bars on consumer’s estimation of telephone wait time. In Proceedings of the Human Factors and Ergonomics Society 49th annual meeting (pp. 628–632). Santa Monica, CA: HFES. | + | {{anchor:kotelly2003:KOT2}}Kotelly, B. (2003). The art and business of speech recognition: Creating the noble voice. Boston, MA: Pearson Education. [[https://www.amazon.com/Art-Business-Speech-Recognition-Creating/dp/0321154924]] |
| - | Kotan, C., & Lewis, J. R. (2006). Investigation of confirmation strategies for speech recognition applications. In Proceedings of the Human Factors and Ergonomics Society 50th annual meeting (pp. 728–732). Santa Monica, CA: Human Factors and Ergonomics Society. | + | {{anchor:kotelly2006:KOT3}}Kotelly, B. (2006). Six tips for better branding. In W. Meisel (Ed.), VUI Visions: Expert Views on Effective Voice User Interface Design (pp. 61-64). Victoria, Canada: TMA Associates. [[https://www.amazon.com/VUI-Visions-Expert-Effective-Interface/dp/1412083737]] |
| - | Kotelly, B. (2003). The art and business of speech recognition: Creating the noble voice. Boston, MA: Pearson Education. | + | {{anchor:krahmer:KRA1}}Krahmer, E., Swerts, M., Theune, M., & Weegels, M. (2001). Error detection in spoken human-machine interaction. International Journal of Speech Technology, 4, 19–30. [[https://doi.org/10.1023/A:1009648614566]] |
| - | Kotelly, B. (2006). Six tips for better branding. In W. Meisel (Ed.), VUI Visions: Expert Views on Effective Voice User Interface Design (pp. 61-64). Victoria, Canada: TMA Associates. | + | {{anchor:lai:LAI1}}Lai, J., Karat, C.-M., & Yankelovich, N. (2008). Conversational speech interfaces and technology. In A. Sears & J. A. Jacko (Eds.) The human-computer interaction handbook: Fundamentals, evolving technologies, and emerging applications (pp. 381-391). New York, NY: Lawrence Erlbaum. [[https://www.amazon.com/Human-Computer-Interaction-Handbook-Fundamentals-Technologies-ebook/dp/B0083V45J0]] |
| - | Krahmer, E., Swerts, M., Theune, M., & Weegels, M. (2001). Error detection in spoken human-machine interaction. International Journal of Speech Technology, 4, 19–30. | + | {{anchor:larson:LAR1}}Larson, J. A. (2005). Ten guidelines for designing a successful voice user interface. Speech Technology, 10(1), 51-53. [[https://www.speechtechmag.com/Articles/ReadArticle.aspx?ArticleID=29608]] |
| - | Lai, J., Karat, C.-M., & Yankelovich, N. (2008). Conversational speech interfaces and technology. In A. Sears & J. A. Jacko (Eds.) The human-computer interaction handbook: Fundamentals, evolving technologies, and emerging applications (pp. 381-391). New York, NY: Lawrence Erlbaum. | + | {{anchor:leppik2005:LEP1}}Leppik, P. (2005). Does forcing callers to use self-service work? Quality Times, 22, 1-3. Downloaded 2/18/2009 from [[http://www.vocalabs.com/resources/newsletter/newsletter22.html]] |
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