The Adoption and Use of IT Artifacts: A New Interaction-Centric Model for the Study of User-Artifact Relationships

Abstract

Research ArticleSameh Al-Natour The University of British Columbia sameh@interchange.ubc.ca Izak BenbasatThe University of British Columbia benbasat@sauder.ubc.caThe question of why a user adopts an information technology (IT) artifact has received ample research attention in the past few decades. Although recent adoption research has focused on investigating some of the relational and experiential aspects associated with adopting and using IT artifacts, the theories utilized have been static in nature. Furthermore, many have been based on traditional models like TAM and TPB, which focus on the utilitarian benefits that users accrue from their interactions with IT artifacts. Independently, recent research has paid much-needed attention to factors surrounding the use of IT artifacts. In this paper, we offer an overview of a theoretical model that connects these two interrelated processes.Starting with a survey of concepts related to social interactions, we present an argument in support of viewing IT artifacts as social actors, whose characteristics are manifested within the context of interactions. The proposed interaction-centric model highlights how the characteristics of an IT artifact, together with the user's internal system and other structuring factors, affect users' choices in terms of how to utilize the artifact. The nature of that utilization, subsequently, affects the beliefs users form about the artifact and the outcomes from using it. Furthermore, the model proposes that users will also form beliefs about their bond or relationship with the IT artifact. These beliefs do not refer to observations made in a single interaction, but rather concern users' mental representations of past interactions and outcomes. To facilitate the study of the relationship that develops from user-artifact interactions over time, the model describes how past interactions affect future ones. Specifically, it proposes that deciding how to utilize an IT artifact in subsequent interaction, consistent with theories of relationship development, is influenced by already held beliefs about the artifact and the relationship with it.

Multiplication des canaux et valeur perçue de l’offre digitale dans la presse écrite : un effet de complémentarité ?

“…Par ailleurs, en mobilisant la valeur perçue, le cadre théorique proposé permet de se décentrer de la prise de décision de l'individu dans un contexte multicanal et multiforme pour comprendre les effets de complémentarité des canaux et des offres en phase de consommation (Oppewal, Tojib et Louvieris, 2013). La mobilisation de la valeur perçue permet également d'adopter une approche centrée sur l'utilisateur (Banker et Kauffman, 2004 ;Alter, 2007 ;Al-Natour et Benbasat, 2009), d'intégrer une dimension affective (Sun et Zhang 2006 ;Al-Natour et Benbasat, 2009) et de privilégier une approche holiste pour appréhender l'expérience utilisateur (Hassenzahl et Tractinksy, 2006 ;Deng et al, 2010).…”

“…Dans un contexte où les entreprises sont de plus en plus nombreuses à proposer à leurs clients un portefeuille de produits et de canaux, les chercheurs doivent adapter leurs modèles en privilégiant une perspective à deux dimensions combinant conjointement canaux et offres. Ensuite, si le monde académique a pour l'instant largement investi la question du choix des canaux ou des offres (Simon et Kadiyali, 2007 ;Ansari, Mela et Neslin, 2008), celle de leur usage complémentaire reste à l'heure actuelle moins explorée (Bendana et Rowe, 2003 ;Al-Natour et Benbasat, 2009 ;Oppewal, Tojib et Louvieris, 2013) (Avery et al, 2012 ;Collin-Lachaud et Vanheems, 2016). C'est le cas de la presse où les problématiques de diffusion peuvent être rapprochées des problématiques de distribution .…”

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“…Another type of two-way communication we have advocated involves viewing the interaction between the user and the technology as a relationship that changes over time based on the events and outcomes that occur when the two parties interact and how the user assesses these interactions not only at a single point in time, but over repeated interactions (Al-Natour and Benbasat, 2009). This is different than the research which showed that over time the user assesses a technology based on different criteria, such as putting less emphasis on ease-of-use over time.…”

“…Some has dealt with the concept of service (Cenfetelli, Benbasat and Al-Natour, 2006) where we showed that the company has to provide both the content of service (such as order tracking), as well the traditional HCI goal of delivering this content via the best possible interface. In summary, I believe that we now need to focus on two sets of key variables: those dealing with the interface between a person (customer) and a technology, and those that describe the quality of the reciprocal relationship or the quality of the communication between a customer and another entity, the online company.Another type of two-way communication we have advocated involves viewing the interaction between the user and the technology as a relationship that changes over time based on the events and outcomes that occur when the two parties interact and how the user assesses these interactions not only at a single point in time, but over repeated interactions (Al-Natour and Benbasat, 2009). This is different than the research which showed that over time the user assesses a technology based on different criteria, such as putting less emphasis on ease-of-use over time.…”

Beyond Habit: The Role of Sunk Costs on Developing Automatic IS Use Behaviors

“…The common thread throughout this research is that the focus has primarily been on (1) the intentional choices and behaviors of individuals directed towards an information system or technology in a (2) mandatory context or work-related setting. Very little research has begun to explore the flipside of these assumptions and look at the (1) non-intentional interactions individuals have with information systems and technologies in (2) voluntary contexts and non work-related environments. To address these gaps this study focuses on voluntary-use information systems.…”