Adaptation behaviour in using one-stop smart governance apps: an exploratory study between digital immigrants and digital natives,Electronic Markets

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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.

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