Using Privacy Calculus Theory To Assess Users´ Acceptance Of Video Conferencing Apps During The Covid-19 Pandemic

Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies ManagementVideoconferencing (VC) applications (apps) are getting notable attention worldwide, from common citizens to professionals as an alternative to vis-à-vis communication specifically during COVID-19. The growth of VC apps is expected to rise even more in the future with the prediction that widespread adoption of remote work will continue to hold even after the pandemic. This research investigates the key drivers for individuals’ intentions into continuing to use this technology in professional settings. Considering the importance of professionals’ perceptions of privacy in professionals’ settings, this study proposes a conceptual model rooted in the theoretical foundations of privacy calculus theory, extended with the conceptualization of privacy concerns for mobile users (MUIPC), ubiquity, and theoretical underpinnings from social presence theory. The conceptual research model was empirically tested by using data collected from a survey of 487 actual users of videoconferencing apps across Europe. Structural equation modeling (SEM) is performed to test the model. The study revealed several findings (1) perceived value in using VC apps motivates the professionals to continue using VC apps and shapes their perception as they evaluate the risk-benefit trade-off they are making when using VC apps. (2) professionals’ indeed form and articulate their own assessment of value based on the perceived risks and benefits associated with using VC apps. However, professionals' perceptions of value are strongly influenced by potential benefits received from using VC apps than by potential risks associated with using VC apps. (3) professionals’ perceived risk is determined by MUIPC and trust. (4) professionals’ perceived benefits are shaped by ubiquity and social presence. For researchers, this study highlights the usefulness of integrating privacy calculus theory, social presence theory and trust in studying the individuals’ behavioral intentions towards new technologies. For practitioners, understanding the key determinants is pivotal to design and build mobile video-conferencing apps that achieve higher consumer acceptance and higher rates of continued usage of VC apps in professional settings

The mediating role of perceived risks and benefits when self-disclosing:a study of social media trust and FoMO

Self-disclosure as influenced by perceived risks and benefits plays an important role within the context of social media use and the associated privacy risk. Some social media platforms, like Facebook (now part of Meta Platforms Inc.), provide users with elaborate means to control privacy risk. Conversely, Instagram (also part of Meta) provides users with fewer such mechanisms as a function of self-disclosure. Therefore, self-disclosure as a product of risk and benefit assessment may differ considerably as a function of the technological affordances that control such disclosure. This is particularly the case considering that such a benefit and risk assessment is further influenced by a user's trust in that provider, not to mention their proclivity for disclosing without any rational risk and benefit assessments, as is the case when disclosing as a function of fear of missing out (FoMO). Given the influence that provider trust and FoMO might have when assessing risks and benefits, this study evaluated the extent to which perceived risks and benefits mediate self-disclosure on Facebook and Instagram, in particular within the context of provider trust and FoMO. Based on an adapted version of privacy calculus, we evaluated our research model by analyzing 720 survey responses using partial least squares path modeling. Our results indicate that perceived benefits mediate the relationship between FoMO and intention to self-disclose when using Instagram, but not when using Facebook. Additionally, we found perceived benefits and perceived risks to mediate the relationship between trust in provider and intention to self-disclose for Facebook and Instagram. Surprisingly, we found no evidence to suggest that the relationship between FoMO and intention to self-disclose is mediated by perceived risks when using Facebook, with the converse being true when using Instagram. We conclude that the transitory (ephemeral) nature of some methods of self-disclosure on Instagram are used as a means to mitigate privacy risks.</p

Siri, Alexa, and Other Digital Assistants: A Study of Customer Satisfaction With Artificial Intelligence Applications

Siri, Alexa, and other digital assistants are rapidly becoming embraced by consumers and the adoption is projected to grow from 390 million to 1.8 billion for the period of 2015 to 2021. Digital assistants are offering benefits to consumers while also proving to be a disruptive technology for businesses. Coupling digital assistants with other artificial intelligence technologies offers the potential to transform companies by creating more efficient business processes, automating complex tasks, and improving the customer service experience. Businesses have begun integrating this technology into their operations with the expectation of achieving significant productivity gains. Customer satisfaction has been discussed extensively throughout marketing literature. Yet, there is little empirical evidence of customer satisfaction with digital assistants. This study used PLS-SEM to analyze 244 survey responses obtained from a cross-section of consumers. Using the Expectations Confirmation Theory as its foundation, the study identified that expectations and confirmation of expectations substantially explained customer satisfaction with digital assistants. For practice, the study provides guidance which allows firms to prioritize marketing and managerial activities. Firms should focus priorities on assisting digital assistant users to become aware of new skill capabilities while also providing relevant examples of how these skills can be used to meet user needs. In addition, priorities should be focused on assisting users with understanding how the average person can use digital assistants to perform more than just mundane tasks with relative ease. These priorities were identified as areas of high importance for customer satisfaction and require performance improvements

A Privacy Calculus Perspective

Sandhu, R. K., Vasconcelos-Gomes, J., Thomas, M. A., & Oliveira, T. (2023). Unfolding the Popularity of Video Conferencing Apps: A Privacy Calculus Perspective. International Journal Of Information Management, 68(February), 1-17. [102569]. https://doi.org/10.1016/j.ijinfomgt.2022.102569. Funding: This work was supported by national funds through FCT (Fundação para a Ciência e a Tecnologia) under the project - UIDB/04152/2020 - Centro de Investigação em Gestão de Informação (MagIC).Videoconferencing (VC) applications (apps) have surged in popularity as an alternative to face-to-face communications especially during the COVID-19 pandemic. Although VC apps offer myriad benefits, it has caught much media attention owing to concerns of privacy infringements. This study examines the key determinants of working professional’s intentions to use VC apps in the backdrop of this conflicting duality. A conceptual research model is proposed that is based on theoretical foundations of privacy calculus and extended with conceptualizations of mobile users’ information privacy concerns (MUIPC), trust, technicality, ubiquity, as well as theoretical underpinnings of social presence theory. Structural equation modelling (SEM) is used to empirically test the model using data collected from 487 working professionals. For researchers, the study offers insights on the extent to which social richness and technological capabilities afforded by the virtual environment serve as predictors of the continuance intentions of using VC apps. Researchers may also find the model applicable to other studies of surveillance-based technologies. For practitioners, key recommendations pivotal to the design and development mobile video-conferencing apps are presented to ensure higher acceptance and continued usage of VC apps in professional settings.preprintauthorsversionepub_ahead_of_prin

Silver surfers adopting and using Facebook? A quantitative study of Hertfordshire, UK applied to organizational and social change

This document is the Accepted Manuscript version of the following article: Jyoti Choudrie, ‘Silver surfers adopting and using Facebook? A quantitative study of Hertfordshire, UK applied organizational and social change’, Technological Forecasting and Social Change, Vol. 89, pp. 293-305, November 2014. This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/ The final, published version is available online at DOI: http://dx.doi.org/10.1016/j.techfore.2014.08.007 © 2014 Elsevier Inc. All rights reserved.With an ageing population that is on the increase, there are many older adults still in employment well past their retirement age. Currently, technological developments in the form of Online Social Networks (OSN1) are also impacting society and organizations alike, with organizations searching for ways to cope with these changes. The aim of this research study is to investigate the factors affecting the likelihood of adoption and use of OSN within an older population. Using an online questionnaire, empirical data was drawn from Hertfordshire, a vicinity in the United Kingdom, and analysed using the Partial Least Squares method. The findings revealed that — in a household situation — older individuals adopt internet technologies if they have ‘anytime access’ to internet capable devices, a fast reliable internet connection, the support of their family and friends, as well as an apparent provision of privacy. For organizations, these findings indicate that the provision of a technical/trusted support department is essential, as is the provision for broadband and reliable internet connections. For academia, this research identifies factors that have been developed using theoretical concepts that will impact older adults' adoption and use of new technologies, but requires further research into whether these factors will impact a cross generation of workers in the organizationPeer reviewe

An Integrated Framework for Self-disclosure on Social Networking Sites

Social networking sites usage has shown a meteoric rise over the past decade. Social networking sites survive and thrive based on the information that users disclose. The willingness of users to disclose their information lies at the core and is the driving force of the economies of these sites. This study proposed and tested an integrated theoretical framework for self-disclosure on social networking sites. Drawing from three different theoretical perspectives viz. self-congruency theory, privacy calculus theory, and extension of unified theory of acceptance and use of technology (UTAUT2), a research model was formulated. The model was tested using survey data of 380 university students. Facebook was used as a prototype for this research. This study examined the effects of the variables emanating from the three different theoretical perspectives mentioned above on the attitudinal, intentional, and behavioral aspects of self-disclosure on social networking sites. Further, the effects of self-congruency and perceived control on trust in social networking sites and its members were evaluated. The contributions to theory and practical implications of the findings are discussed

Investigating factors that affect willingness to pay an analysis on freemium social media apps

While social media has grown in popularity and usage in recent years, little is known about users' willingness to pay for the premium version of them. In this study, we investigate how consumers' perceived value is associated with their intention to use freemium services and to purchase premium content. We employ data gathered through an online survey (N=200) among the users of freemium social media networks, like LinkedIn, YouTube, Reddit and Flickr and tested 15 different hypotheses, using PLS-SEM. Firstly, we find support for the security hypothesis proposed in this study, indicating that if users value the security component of the freemium social media, they will have a higher intention to use the service overall. Secondly, the higher quality of the freemium service leads to higher usage intentions, which further leads to higher purchase intentions. Thirdly, the price value of freemium services shows to have a negative association with the intention to purchase premium content. Fourthly, social platform community is found to positively affect premium purchases. Lastly, we find support for the usage frequency hypothesis proposed in this study, indicating that if a user establishes a habit of using a social media, he will eventually decide to buy the premium version. The current study's findings contribute to the uniqueness of the freemium business model, implying that increasing perceived value of the freemium service, improving security, or increasing usage frequency can all contribute to and subtract from future profitability via increased retention on the one hand and reduced monetization on the other.Embora as redes sociais tenham crescido em popularidade e utilização nos últimos anos, pouco se sabe sobre a vontade dos utilizadores de pagar pela versão premium das mesmas. Neste estudo, investigamos como o valor percebido pelos consumidores está associado à sua intenção de utilizar os serviços freemium e de adquirir conteúdos premium. Investigamos os dados recolhidos através de um inquérito online (N=200) e testamos 15 hipóteses diferentes, utilizando PLS-SEM. Em primeiro lugar, encontrámos suporte para a hipótese de Segurança proposta neste estudo, indicando que os utilizadores que valorizam a componente de segurança nas redes sociais freemium terão uma maior intenção de utilizar o serviço. Em segundo lugar, a maior qualidade da rede social leva a maiores intenções de utilização, o que leva a maiores intenções de compra. Em terceiro lugar, o valor do preço dos serviços freemium mostra ter uma associação negativa com a intenção de compra de conteúdos premium. Em quarto lugar, observámos que a comunidade social afeta positivamente as compra da versão premium. Finalmente, encontrámos apoio para a hipótese de frequência de utilização proposta neste estudo, indicando que se um utilizador estabelecer o hábito de utilizar uma rede social freemium, acabará por decidir comprar a versão premium. As conclusões do presente estudo realçam a singularidade do modelo de negócio freemium, implicando que o aumento do valor percebido do serviço, a melhoria da segurança, ou o aumento da frequência de utilização podem contribuir ou subtrair da rentabilidade futura através do aumento da retenção ou da redução da monetização

Online Customer Trust in the Context of the General Data Protection Regulation (GDPR)

Background: A recent global survey found that almost half of Internet users who never buy online indicated lack of trust as the main reason. The General Data Protection Regulation (GDPR) is new legislation expected to provide the opportunity for organizations to improve their customer trust through personal data governance. Few studies explore online customer trust from the GDPR perspective. This study aims to fill this gap by drawing on the Technology Acceptance Model (TAM) and Self-Determination Theory (SDT), examining the antecedents of online customer trust from the GDPR perspective. The study also attempts to derive insights about the GDPR that may affect online customer trust, but which to date have little presence in frameworks of the antecedents of online trust. The main research questions are as follows. First, what are the impacts of perceived technology, perceived risks and perceived trustworthiness on online customer trust in the GDPR context? Second, what are the GDPR-specific factors that may affect online customer trust? Method: This positivist study used a survey strategy with a deductive approach to investigate the research questions. A questionnaire was designed for primary data collection as the basis for quantitative data analysis. Results: Data analysis confirmed that several GDPR-related trust antecedents – perceived security, perceived third-party assurance and perceived openness – are positively associated with online customer trust. This study offers new insights into the SDT adaptation that suggest the value of motivation theory for trust research in the GDPR context. This study also generates insights about the GDPR that may affect online customer trust. Conclusions: This study suggests that the GDPR plays a significant role in online customer trust by bringing about stronger rights and more transparency for online customers. Both the confirmation and insights are a contribution that can lead seemingly old-fashioned trust antecedents into a new application. Available at: https://aisel.aisnet.org/pajais/vol12/iss1/4