Doctor of Philosophy

dissertationThis dissertation consists of three essays that investigate the general decision process of users' choices regarding information technology (IT) applications and products, focusing on placebo effects of software pricing, incorporating user perceptions and product attributes in modeling software product choices, and firms' practices of green IT. Taking a customer-centric approach to users' assessments of IT applications and products, I address the evaluative responses of individual consumers and organizations to market information including price, product attributes, and key contextual factors. The objective of the first essay is to understand the placebo-like effects invoked by the price of software products on consumers' satisfaction, problem-solving performance, and purchasing behavior. Built upon the response expectancy theory, a research framework and a series of hypotheses are proposed. I test the hypotheses with a controlled experiment, and the data supports most of the hypotheses. Specifically, a user's outcome expectancy, as activated by software price, affects not only his/her satisfaction, but also the problem-solving performance using the software product. Satisfaction and actual problem-solving performance in turn affects the user's willingness-to-pay. In order to better explain and predict consumers' preferential choices of software products, I propose in the second essay a model that incorporates product attributes and consumer perceptions to estimate users' software product selection. The influences of product attributes on users' perceptions of product characteristics are also examined. With a choice-based conjoint study, and the collection of additional data on users' perceived product characteristics, I demonstrate that the proposed model can better explain and predict users' software choices than the model with product attributes only, or with user perceptions only, in terms of the in-sample fit and the holdout prediction hit rate at the individual-level and the aggregate-level. The third essay examines important drivers of green IT practices by firms. I propose a framework premised on social contracts theory and institutional theory, and then use it to develop a model that explains firms' decisions. I test the model and the associated hypotheses with the survey data collected from 304 major firms in Taiwan. Overall, the results show global environmental awareness, industry norms, and key stakeholders' attitudes affect a firm's green IT practices directly. Competitors seem to play a limited role, as suggested by an insignificant impact on the firm's green IT practices

UNDERSTANDING USER PERCEPTIONS AND PREFERENCES FOR MASS-MARKET INFORMATION SYSTEMS – LEVERAGING MARKET RESEARCH TECHNIQUES AND EXAMPLES IN PRIVACY-AWARE DESIGN

With cloud and mobile computing, a new category of software products emerges as mass-market information systems (IS) that addresses distributed and heterogeneous end-users. Understanding user requirements and the factors that drive user adoption are crucial for successful design of such systems. IS research has suggested several theories and models to explain user adoption and intentions to use, among them the IS Success Model and the Technology Acceptance Model (TAM). Although these approaches contribute to theoretical understanding of the adoption and use of IS in mass-markets, they are criticized for not being able to drive actionable insights on IS design as they consider the IT artifact as a black-box (i.e., they do not sufficiently address the system internal characteristics). We argue that IS needs to embrace market research techniques to understand and empirically assess user preferences and perceptions in order to integrate the "voice of the customer" in a mass-market scenario. More specifically, conjoint analysis (CA), from market research, can add user preference measurements for designing high-utility IS. CA has gained popularity in IS research, however little guidance is provided for its application in the domain. We aim at supporting the design of mass-market IS by establishing a reliable understanding of consumer’s preferences for multiple factors combing functional, non-functional and economic aspects. The results include a “Framework for Conjoint Analysis Studies in IS” and methodological guidance for applying CA. We apply our findings to the privacy-aware design of mass-market IS and evaluate their implications on user adoption. We contribute to both academia and practice. For academia, we contribute to a more nuanced conceptualization of the IT artifact (i.e., system) through a feature-oriented lens and a preference-based approach. We provide methodological guidelines that support researchers in studying user perceptions and preferences for design variations and extending that to adoption. Moreover, the empirical studies for privacy- aware design contribute to a better understanding of the domain specific applications of CA for IS design and evaluation with a nuanced assessment of user preferences for privacy-preserving features. For practice, we propose guidelines for integrating the voice of the customer for successful IS design. -- Les technologies cloud et mobiles ont fait émerger une nouvelle catégorie de produits informatiques qui s’adressent à des utilisateurs hétérogènes par le biais de systèmes d'information (SI) distribués. Les termes “SI de masse” sont employés pour désigner ces nouveaux systèmes. Une conception réussie de ceux-ci passe par une phase essentielle de compréhension des besoins et des facteurs d'adoption des utilisateurs. Pour ce faire, la recherche en SI suggère plusieurs théories et modèles tels que le “IS Success Model” et le “Technology Acceptance Model”. Bien que ces approches contribuent à la compréhension théorique de l'adoption et de l'utilisation des SI de masse, elles sont critiquées pour ne pas être en mesure de fournir des informations exploitables sur la conception de SI car elles considèrent l'artefact informatique comme une boîte noire. En d’autres termes, ces approches ne traitent pas suffisamment des caractéristiques internes du système. Nous soutenons que la recherche en SI doit adopter des techniques d'étude de marché afin de mieux intégrer les exigences du client (“Voice of Customer”) dans un scénario de marché de masse. Plus précisément, l'analyse conjointe (AC), issue de la recherche sur les consommateurs, peut contribuer au développement de système SI à forte valeur d'usage. Si l’AC a gagné en popularité au sein de la recherche en SI, des recommandations quant à son utilisation dans ce domaine restent rares. Nous entendons soutenir la conception de SI de masse en facilitant une identification fiable des préférences des consommateurs sur de multiples facteurs combinant des aspects fonctionnels, non-fonctionnels et économiques. Les résultats comprennent un “Cadre de référence pour les études d'analyse conjointe en SI” et des recommandations méthodologiques pour l'application de l’AC. Nous avons utilisé ces contributions pour concevoir un SI de masse particulièrement sensible au respect de la vie privée des utilisateurs et nous avons évalué l’impact de nos recherches sur l'adoption de ce système par ses utilisateurs. Ainsi, notre travail contribue tant à la théorie qu’à la pratique des SI. Pour le monde universitaire, nous contribuons en proposant une conceptualisation plus nuancée de l'artefact informatique (c'est-à-dire du système) à travers le prisme des fonctionnalités et par une approche basée sur les préférences utilisateurs. Par ailleurs, les chercheurs peuvent également s'appuyer sur nos directives méthodologiques pour étudier les perceptions et les préférences des utilisateurs pour différentes variations de conception et étendre cela à l'adoption. De plus, nos études empiriques sur la conception d’un SI de masse sensible au respect de la vie privée des utilisateurs contribuent à une meilleure compréhension de l’application des techniques CA dans ce domaine spécifique. Nos études incluent notamment une évaluation nuancée des préférences des utilisateurs sur des fonctionnalités de protection de la vie privée. Pour les praticiens, nous proposons des lignes directrices qui permettent d’intégrer les exigences des clients afin de concevoir un SI réussi

Incorporating service quality tools into Kansei Engineering in services: A case study of Indonesian tourists

Due to market dynamics and challenges, it is imperative for companies to put their concern on strategic marketing orientation. In facts, products and services of similar quality are ubiquitous in today’s global market. Basically, functionality and usability alone are no longer prominent success factors in product and service innovation because customers today concern themselves more on satisfying their emotions than merely their cognition. Kansei Engineering (KE) has shown its superiority in investigating and modelling customer emotion (“Kansei” in Japanese) for product development. In dealing with customer needs, service quality tools such as quality function deployment (QFD) and the Kano model, have been applied extensively. But none have been able to incorporate and model customer’s emotional needs. Some attention has been given to investigate this but, thus far, there is no formal methodology that can account for customer emotional needs in service design. To fill this niche, this study proposed an integrative framework of KE incorporating the Kano model and QFD applied to services. This study extended the work by Hartono and Tan (2011) and Hartono et al. (2012) and presented a survey on luxury hotel services involving more than a hundred Indonesian tourists as the subject of study. Luxury hotels are reported to have greater strength of emotion than any other hotel segment. This work confirmed that emotion is to be more important than cognition in impacting overall customer satisfaction. Practically, it gives insight on which service attributes deserve more attention with regard to their impact on customer emotion. Indonesian tourists shared a common response to the Kansei word “elegant” which correlates with their common cultural dimension of “power distance”. Performing a Kansei evaluation to understanding cultural backgrounds may yield valuable insights for international tourist marketing strategies and companies’ business sustainability

Prototyping a process-centered environment

This paper describes an experimental system developed and used as a vehicle for prototyping the Arcadia-1 software development environment. Prototyping is viewed as a knowledge acquisition process and is used to reduce risks in software development by gaining rapid feedback about the suitability of a production system before the system is completed. Prototyping a software development environment is particularly important due to the lack of experience with them. There is an acute need to acquire knowledge about user interaction requirements for software environments. These needs are especially important for the Arcadia project, as it is one of the first attempts to construct a process-centered environment. Our prototyping effort addresses questions about effective interaction with a process-centered environment by simulating how Arcadia-1 would interact with users in a representative range of usage scenarios. We built a prototyping system, called PRODUCER, and used it to generate a variety of prototypes simulating user interactions with Arcadia-1 process programs.Experience with PRODUCER indicates that our approach is effective at risk reduction. The prototypes greatly improved communication with our customer. They confirmed some of our design decisions but also redirected our research efforts as a result of unexpected insight. We also found that prototyping usage scenarios provides conceptual guides and design information for process programmers. Most of the benefits of our prototyping effort derive from developing and interacting with usage scenarios, so our approach is generalizable to other prototyping systems. This paper reports on our prototyping approach and our experience in prototyping a process-centered environment

Smart technology for healthcare: Exploring the antecedents of adoption intention of healthcare wearable technology

© The Author(s), 2019. Technological advancement and personalized health information has led to an increase in people using and responding to wearable technology in the last decade. These changes are often perceived to be beneficial, providing greater information and insights about health for users, organizations and healthcare and government. However, to date, understanding the antecedents of its adoption is limited. Seeking to address this gap, this cross-sectional study examined what factors influence users’ adoption intention of healthcare wearable technology. We used self-administrated online survey to explore adoption intentions of healthcare wearable devices in 171 adults residing in Hong Kong. We analyzed the data by Partial least squares – structural equation modelling (PLS-SEM). The results reveal that perceived convenience and perceived irreplaceability are key predictors of perceived useful ness, which in turn strengthens users’ adoption intention. Additionally, the results also reveal that health belief is one of the key predictors of adoption intention. This paper contributes to the extant literature by providing understanding of how to strengthen users’ intention to adopt healthcare wearable technology. This includes the strengthening of perceived convenience and perceived irreplaceability to enhance the perceived usefulness, incorporating the extensive communication in the area of healthcare messages, which is useful in strengthening consumers’ adoption intention in healthcare wearable technology

Leveraging Market Research Techniques in IS: A Review and Framework of Conjoint Analysis Studies in the IS Discipline

With cloud and mobile computing, information systems (IS) have evolved towards mass-market services. While IS success requires user involvement, the IS discipline lacks methods that allow organizations to integrate the “voice of the customer” into mass-market services with individual and dispersed users. Conjoint analysis (CA), from marketing research, provides insights into user preferences and measures user trade-offs for multiple product features simultaneously. While CA has gained popularity in the IS domain, existing studies have mostly been one-time efforts, which has resulted in little knowledge accumulation about CA’s applications in IS. We argue that CA could have a significant impact on IS research (and practice) if this method was further developed and adopted for IS application areas. From reviewing 70 CA studies published between 1999 and 2019 in the IS discipline, we found that CA supports in initially conceptualizing, iteratively designing, and evaluating IS and their business models. We critically assess the methodological choices along the CA procedure to provide recommendations and guidance on “how” to leverage CA techniques in future IS research. We then synthesize our findings into a framework for conjoint analysis studies in IS that outlines “where” researchers and practitioners can apply CA along the IS lifecycle

The role of user requirements research in medical device development

Aims and Objectives: This research aims to suggest a concise framework to help in the better conceptualisation and integration of users in the medical device development (MDD) process. The current economic, political and social climate concerning the matter of healthcare delivery has resulted in the emergence of numerous users and user groups for whom the healthcare system has not previously catered for. These users have created ambiguity for the designers and manufacturers of medical devices as the boundaries between their needs and requirements have blurred, outdating current methods of MDD to meet consumer needs. Research Design and Methodology: The research methodology begins primarily with conducting a literature search on the theories relating to user requirements and medical device development. The paper outlines these findings through initially describing users and user involvement and relating them to medical devices. The cross-disciplinary nature of healthcare influenced the investigation into multiple disciplines including; IT, Ergonomics – particularly participatory research, Psychology and Design. These disciplines expose various methods and processes, which are useful to user requirements research. These methods were analysed for their compatibility, and then used to construct a conceptual framework for user involvement in MDD. Results: The research insinuates the true significance of user involvement and hence resulted in the formation of a conceptual framework to aid user involvement in the MDD process. The framework is produced by the amalgamation of relevant methods examined across the disciplines, in a complimentary fashion. Conclusion: The originality of this research lies in its use of a multidisciplinary approach. Previous research claiming multi-methods has dealt with combining two disciplines or methods at a time i.e. Computer supported cooperative work (CSCW) with participatory research (Scandurra et al, 2008) for the needs analysis of healthcare professionals only. Collaboration across disciplines has also been investigated (Johnson et al, 2005), but this was for the purpose of redesign rather than initial designs. This framework can help medical device designers to fully access all user requirements through more extensive collaboration right at the start. It reduces the risk of high costs involved in device rejection, usually associated with belated recognition of user needs in the design cycle

'Unserved' interpretations of service satisfaction

Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.Services marketing, Satisfaction paradigm, Consumer behavior, Situation, Affective state

Cyber-Empathic Design: A data-driven framework for product design

One of the critical tasks in product design is to map information from the consumer space to the design space. Currently, this process is largely dependent on the designer to identify and map how psychological and consumer level factors relate to engineered product attributes. In this way current methodologies lack provision to test a designer’s cognitive reasoning and could therefore introduce bias while mapping from consumer to design space. Also, current dominant frameworks do not include user-product interaction data in design decision making and neither do they assist designers in understanding why a consumer has a particular perception about a product. This paper proposes a new framework — Cyber-Empathic Design — where user-product interaction data is acquired via embedded sensors in the products. To understand the motivations behind consumer perceptions, a network of latent constructs is used which forms a causal model framework. Structural Equation Modeling is used as the parameter estimation and hypothesis testing technique making the framework falsifiable in nature. To demonstrate the framework and demonstrate its effectiveness a case study of sensor integrated shoes is presented in this work, where two models are compared — one survey based and using the Cyber-Empathic framework model. It is shown that the Cyber-Empathic framework results in improved fit. The case study also demonstrates the technique to test a designers’ cognitive hypothesis.</jats:p

Cultural influences on perception of disability and disabled people: A comparison of opinions from students in the United Kingdom (UK) Pakistan (PAK) about a generic wheelchair using a semantic differential scale

Assistive Technology (AT) product use occurs within a socio-cultural setting. The growth internationally in the AT product market suggests that designers need to be aware of the influences that diverse cultures may have on the societal perception of an AT product through its semantic attributes. The study aimed to evaluate the visual interaction with an AT product by young adults from Pakistan, a collectivist society, and the United Kingdom (UK), an individualist society. A paper-based questionnaire survey was carried out with 281 first-year undergraduate students from the UK and Pakistan to evaluate their perception towards the visual representation of a generic conventional wheelchair image. A semantics differential (SD) scale method was used involving a seven-point bipolar SD scale incorporating sixteen pairs of adjectives defining functional, meaning, and usability attributes of the product. The mean (M) and standard deviation (sd) values were obtained for each pair of adjectives and compared between both groups by employing appropriate parametric tests. The results show that having a diverse cultural background did not appear to have overtly influenced the meanings ascribed to the generic manual wheelchair, which was unexpected. The University ‘Internationalist’ environment may have influenced the results. Some minor but critical differences were found for some pairs of adjectives (bulky-compact, heavy-light), having p-value less than 0.05 (p<0.05) that related to previous experience of wheelchairs and/or their use. Further studies are planned to investigate and validate outcomes with other student and non-student groups