... area:•Computerscience:2,5, 6, 7,8,9, 10 , 14 • Psychology:2,4, 6 ,10 ,11 ,12 ,13 ,14 • Industrial engineering:2,4, 6, 10 , 11 , 12 , 13 , 14 • Library andinformation science:2,4, 10 , 12 , 13 , 14 • Businessandinformation ... 445PartIVDesign Issues4 51 Chapter 11 QualityofService 453 11 .1 Introduction 454 11 .2ModelsofResponse-Time Impacts 455 11 .3Expectations andAttitudes 462 11 .4 User Productivity 466 11 .5Variability ... systems: 3,4 ,6 ,10 ,11 ,12 ,14 • Education technology:2,4 ,6 ,10 , 13 , 14 • Communication artsandmediastudies: 4, 6, 10 , 12 , 13 • Technical writingandgraphic design:3,4 ,6, 12 , 13 Companion Web...