Digital public service avoidance by people with disabilities

Pethig, Florian ; Jaeger, Lennart ; Kroenung, Julia ; Buchwald, Arne

Document Type: Conference or workshop publication
Year of publication: 2020
Book title: Proceedings of the 41st International Conference on Information Systems, ICIS 2020, Making Digital Inclusive: Blending the Locak and the Global, Hyderabad, India, December 13-16, 2020
Page range: 1-17
Conference title: ICIS 2020
Location of the conference venue: Online
Date of the conference: 13.-16.12.2020
Publisher: George, Joey F. ; Paul, Souren ; De', Rahul ; Karahanna, Elena ; Sarker, Suprateek ; Oestreicher-Singer, Gal
Place of publication: Atlanta, GA
Publishing house: AISeL
ISBN: 978-1-7336325-5-3
Publication language: English
Institution: Außerfakultäre Einrichtungen > Graduate School of Economic and Social Sciences - CDSB (Business Studies)
Business School > Enterprise Systems (Höhle 2017-)
Subject: 004 Computer science, internet
Keywords (English): digital public service avoidance , disability , digital inclusion , contextualization
Abstract: An increasing number of public services is delivered primarily via digital channels, however, a pressing problem is that they are frequently avoided or even rejected by marginalized citizens, such as people with disabilities. In this paper, we develop a contextualized framework of digital public service avoidance by people with disabilities that builds on and extends prior information systems research by incorporating complexity as the main antecedent of avoidance but it also leverages findings from social psychology and sociology by incorporating the need for human interaction and stigma consciousness as unique sociocultural barriers. We apply the framework to the context of a digital public service specifically developed for people with disabilities and assess its utility in a quantitative study of 145 severely disabled citizens. Our results uncover the need for interaction as a novel and underexplored driver of avoidance, illustrating that the missing “human touch” may be a hidden barrier to bringing more marginalized citizens online.
Additional information: Verf. hier: Kroenung, Julia Sarah

Dieser Eintrag ist Teil der Universitätsbibliographie.

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