{"title":"Reducing technology-mediated service exclusion by providing human assistant support for senior citizens: evidence from China","authors":"Yu Zhang, Hongquan Ao, Weibin Deng, Yafen Yuan","doi":"10.1080/02681102.2023.2175768","DOIUrl":null,"url":null,"abstract":"ABSTRACT This study explored how the allocation of human assistants in a technology-mediated service setting could reduce the exclusion of senior citizens from such services. Our methodology is based on social support and protection motivation theories. Using a two-phase study with a mixed-methods approach, we firstly conducted 25 semi-structured interviews to develop the research model. The model was then empirically validated using survey data from 285 Chinese senior citizens. The results revealed that senior citizens experienced defense motivation and avoidance behavior when facing technology-mediated services. However, perceived emotional support from a human assistant enhanced their evaluation of coping factors, further reducing their defense motivations and avoidance behaviors. Perceived instrumental support had a greater impact, as it both reduced their assessment of threat factors and enhanced their evaluation of coping factors. Finally, future time perspective moderated the effects of perceived support on threat and coping appraisal processing.","PeriodicalId":51547,"journal":{"name":"Information Technology for Development","volume":" ","pages":""},"PeriodicalIF":5.1000,"publicationDate":"2023-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Information Technology for Development","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1080/02681102.2023.2175768","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"DEVELOPMENT STUDIES","Score":null,"Total":0}
引用次数: 0
Abstract
ABSTRACT This study explored how the allocation of human assistants in a technology-mediated service setting could reduce the exclusion of senior citizens from such services. Our methodology is based on social support and protection motivation theories. Using a two-phase study with a mixed-methods approach, we firstly conducted 25 semi-structured interviews to develop the research model. The model was then empirically validated using survey data from 285 Chinese senior citizens. The results revealed that senior citizens experienced defense motivation and avoidance behavior when facing technology-mediated services. However, perceived emotional support from a human assistant enhanced their evaluation of coping factors, further reducing their defense motivations and avoidance behaviors. Perceived instrumental support had a greater impact, as it both reduced their assessment of threat factors and enhanced their evaluation of coping factors. Finally, future time perspective moderated the effects of perceived support on threat and coping appraisal processing.
期刊介绍：
Information Technology for Development , with an established record for publishing quality research and influencing practice, is the first journal to have explicitly addressed global information technology issues and opportunities. It publishes social and technical research on the effects of Information Technology (IT) on economic, social and human development. The objective of the Journal is to provide a forum for policy-makers, practitioners, and academics to discuss strategies and best practices, tools and techniques for ascertaining the effects of IT infrastructures in government, civil societies and the private sector, and theories and frameworks that explain the effects of IT on development. The concept of development relates to social, economic and human outcomes from the implementation of Information and Communication Technology (ICT) tools, technologies, and infrastructures. In addition to being a valuable publication in the field of information systems, Information Technology for Development is also cited in fields such as public administration, economics, and international development and business, and has a particularly large readership in international agencies connected to the Commonwealth Secretariat, United Nations, and World Bank.
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