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

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 function...

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Bibliographic Details
Published in:Electronic markets 2022-12, Vol.32 (4), p.1971-1991
Main Authors: Zhang, Bingqian, Peng, Guochao, Liu, Caihua, Zhang, Zuopeng Justin, Jasimuddin, Sajjad M.
Format: Article
Language:English
Subjects:
Academic staff
Adaptation
Behavior
Business and Management
Cities
Citizens
Digital literacy
e-Commerce/e-business
Governance
Immigrants
Interviews
IT in Business
Policy making
Qualitative analysis
Research Paper
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Summary: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.
ISSN:1019-6781
1422-8890
DOI:10.1007/s12525-022-00538-y