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Adaptation behaviour in using one-stop smart governance apps: an exploratory study between digital immigrants and digital natives
Electronic Markets ( IF 7.1 ) Pub Date : 2022-04-19 , DOI: 10.1007/s12525-022-00538-y
Bingqian Zhang 1 , Guochao Peng 1 , Caihua Liu 1 , Zuopeng Justin Zhang 2 , Sajjad M. Jasimuddin 3
Affiliation  

Background

There is an increasing trend for governments to offer innovative city services to citizens, as well as to communicate with them interactively and dynamically, through one-stop smart governance apps, which are the key to drive innovative governance models for future cities. Due to functional differences and complexity of smart governance apps, it may not always be easy for citizens to adapt to these new paradigms of interaction and services. However, limited attention has been paid to investigate the mechanism of citizens’ adaption behavior for these apps.

Aim

This paper aims at exploring the characteristics of adaptation behavior of citizens, in order to help better develop strategies for engaging citizens in using the apps.

Method

The present study conducted in-depth interviews with 23 participants. The findings are derived from the qualitative thematic analysis of the transcribed interviews.

Results

The findings reveal the adaptation and learning paths for digital immigrants and digital natives respectively when using smart governance apps. Furthermore, an integrative framework is developed, arguing that citizens’ adaptation behavior can be either positive or negative, and will be dynamically influenced by digital traits, app quality, sentiments, and task-technology fits.

Conclusion

The findings of the study will be of interest and importance to academics, policy makers, and practitioners who are keen to promote innovative service models through smart governance apps in future cities.



中文翻译:

一站式智能治理应用的适应行为:数字移民与数字原住民的探索性研究

背景

政府通过一站式智能治理应用程序为市民提供创新的城市服务,并与他们进行互动、动态的交流,这是推动未来城市创新治理模式的关键。由于智能治理应用程序的功能差异和复杂性,公民可能并不总是容易适应这些新的交互和服务范式。然而,研究公民对这些应用程序的适应行为机制的关注有限。

目标

本文旨在探索公民适应行为的特征,以帮助更好地制定让公民参与使用应用程序的策略。

方法

本研究对 23 名参与者进行了深入访谈。调查结果来自对转录访谈的定性主题分析。

结果

研究结果分别揭示了数字移民和数字原住民在使用智能治理应用程序时的适应和学习路径。此外,还开发了一个综合框架,认为公民的适应行为可以是积极的也可以是消极的,并且会受到数字特征、应用程序质量、情绪和任务技术匹配度的动态影响。

结论

该研究的结果对于热衷于在未来城市中通过智能治理应用程序推广创新服务模式的学者、政策制定者和从业者来说将具有重要意义。

更新日期:2022-04-19
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