When users decide to cancel a video playback because the video is not loading, this is a first step in their abandonment of a service. Internet or video service providers however are strongly interested in engaging people to continue using their offers. In this work, we are investigating when, how, and why users are reacting to typical problems present in online video services, such as stalling or large quality variations. We develop new test methodologies that elicit and measure user behavior in different contexts (e.g., a laboratory environment or the user's home). We aim to identify the causes and implications of certain user behavior and its relation to user engagement in the long term. Also, for the industry, we create models and tools that can be used in quality monitoring scenarios, which will help to estimate Quality of Experience and user behavior in order to predict engagement and prevent abandonment.
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Werner Robitza (2017) studied this question.
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