ABSTRACT There has been a surge in the popularity of smart home products. Existing literature primarily focuses on the initial adoption of these products, with less attention given to the post-adoption stage. This has created a research gap in understanding user experience (UX) and the key dimensions of user satisfaction and dissatisfaction. This study aims to address this gap by examining both positive and negative user experiences with smart home products. Using robotic vacuum cleaners as a case study, we analyze key UX dimensions derived from their positive and negative reviews on Amazon.com that influence user satisfaction and dissatisfaction, respectively. Dimensions contributing to satisfaction include “functionality,” “smartness,” and “enhanced capacity (mopping feature).” In contrast, “insufficient smartness,” “poor customer service,” and “connectivity problems” are critical dimensions for user dissatisfaction. Notably, “smartness” serves as a double-edged sword, potentially leading to high satisfaction but also significant dissatisfaction if poorly implemented. Our analysis also includes a comparative examination of robotic vacuums with traditional vacuums, highlighting the different UX dimensions associated with each product type. Using fuzzy-set qualitative comparative analysis (fsQCA), we further examine the configurations of these UX dimensions that contribute to satisfaction and dissatisfaction. To generalize our findings, we applied our framework to smart thermostats and proposed a UX model for smart home products. Our findings not only fill the research gap in smart home literature but also offer valuable insights for practitioners in designing smart home products and developing marketing strategies. Our research method can be applied to understand user experience with various types of smart home products and other innovative technologies.
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