https://orcid.org/0000-0002-2567-5851
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ABSTRACT
This study explored how the allocation of human assistants in a technology-mediated service setting could reduce the exclusion of senior citizens from such services. Our methodology is based on social support and protection motivation theories. Using a two-phase study with a mixed-methods approach, we firstly conducted 25 semi-structured interviews to develop the research model. The model was then empirically validated using survey data from 285 Chinese senior citizens. The results revealed that senior citizens experienced defense motivation and avoidance behavior when facing technology-mediated services. However, perceived emotional support from a human assistant enhanced their evaluation of coping factors, further reducing their defense motivations and avoidance behaviors. Perceived instrumental support had a greater impact, as it both reduced their assessment of threat factors and enhanced their evaluation of coping factors. Finally, future time perspective moderated the effects of perceived support on threat and coping appraisal processing.
Acknowledgments
We want to thank for the research sponsorship received by the Research Center of Network Social Development of Chongqing University of Posts and Telecommunications of China (No: 2020SKJD03), Chongqing Postdoctoral Science Foundation of China (No: cstc2021jcyj-bshX0149), Chongqing Municipal Education Commission of China (No: 21SKGH077).
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No potential conflict of interest was reported by the author(s).
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Notes on contributors
Yu Zhang
Yu Zhang is an Assistant Professor of service management at School of Modern Posts, Chongqing University of Posts and Telecommunications, Chongqing, China. She is also the postdoctoral scholar at Chongqing University of Posts and Telecommunications, Chongqing, China. She received her Ph.D. in management from Chongqing University, Chongqing, China. Her current research interests are in e-commerce, IT-enabled service management, and transformation service research. She has published her research in more than 10 papers in leading service management journals such as European Journal of Information Systems, Electronic Commerce Research and Applications, Journal of Retailing and Consumer Service and Journal of Service Theory and Practice. Her teaching interests and instructional expertise cover managing digital business transformation, IT-enable service management, and quantitative research methods at MBA and undergraduate. She is a passionate speaker that enjoys working with students, colleagues, and executives. She has obtained the qualification certification of PMP (project management professionals) for 9 years, and has provided consulting services and worked on digital transformation projects with many leading companies in the China. Yu Zhang can be contacted at [email protected].
Hongquan Ao
Hongquan Ao is a graduate student in the School of Modern Posts of Chongqing University of Posts and Telecommunications, Chongqing, China. His current research interests are in the areas of AI Service failure and recovery, IT-enabled service management.
Weibin Deng
Weibin Deng is a Professor at School of Modern Posts, Chongqing University of Posts and Telecommunications, Chongqing, China. He received his Ph.D. in IS from Southwest Jiaotong University Chongqing, China. His current research interests are in information management, IT-enabled service management, and value co-creation. Weibin Deng can be contacted at [email protected].
Yafen Yuan
Yafen Yuan is a graduate student in the School of Modern Posts of Chongqing University of Posts and Telecommunications, Chongqing, China. Her current research interests are in the areas of IT-enabled service management.