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dc.contributor.authorPethig, Florian
dc.contributor.authorJaeger, Lennert
dc.contributor.authorKroenung, Julia
dc.contributor.authorBuchwald, Arne
dc.date.accessioned2020-10-12T03:42:50Z
dc.date.available2020-10-12T03:42:50Z
dc.date.issued2020en_US
dc.identifier.urihttp://hdl.handle.net/20.500.12127/6573
dc.description.abstractAn increasing number of public services is delivered primarily via digital channels, however, a pressing problem is that they are frequently avoided or even rejected by marginalized citizens, such as people with disabilities. In this paper, we develop a contextualized framework of digital public service avoidance by people with disabilities that builds on and extends prior information systems research by incorporating complexity as the main antecedent of avoidance but it also leverages findings from social psychology and sociology by incorporating the need for human interaction and stigma consciousness as unique sociocultural barriers. We apply the framework to the context of a digital public service specifically developed for people with disabilities and assess its utility in a quantitative study of 145 severely disabled citizens. Our results uncover the need for interaction as a novel and underexplored driver of avoidance, illustrating that the missing “human touch” may be a hidden barrier to bringing more marginalized citizens online.en_US
dc.language.isoenen_US
dc.subjectDigital Public Service Avoidanceen_US
dc.subjectDisabilityen_US
dc.subjectDigital Inclusionen_US
dc.subjectContextualizationen_US
dc.titleDigital public service avoidance by people with disabilitiesen_US
dc.title.alternativeInternational Conference on Information Systemsen_US
dc.contributor.departmentUniversity of Mannheim, Germanyen_US
dc.contributor.departmentEuropean Business School Oestrich-Winkel, Germanyen_US
vlerick.conferencedate13/12/2020-16/12/2020en_US
vlerick.conferencelocationOnlineen_US
vlerick.conferencenameICIS 2020 – Making Digital Inclusive: Blending the Local and the Globalen_US
vlerick.conferenceorganiserAssociation for Information Systemsen_US
vlerick.knowledgedomainOperations & Supply Chain Managementen_US
vlerick.typeconfpresConference Proceedingen_US
vlerick.vlerickdepartmentTOMen_US
dc.identifier.vperid270410en_US


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