Technology Legitimation and User Resistance: The NHS COVID-19 App

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Abstract

Innovative technologies often face acceptance challenges. This is especially true when they constitute disruptive innovations. Disruptive innovations can forcefully alter the way things are done in the economy and society and have differential impacts for social groups. Legitimacy – the fit between an innovation, and society at large – is an important explanatory factor of the success of disruptive technologies. The micro-judgements of legitimacy that individuals make with regards to a technology, can help understand why some innovations succeed or fail. Likewise, users’ actions when using said innovations may indicate how acceptable the technology is to users. This paper analyses how users judge, and use, the NHS COVID-19 Test & Trace app. Preliminary findings suggest that individuals’ micro-legitimacy judgements are strongly related to the decision to use the app or not, and that users have adopted a number of workaround behaviours to resist or compensate for the app’s functionality.
Original languageEnglish
Title of host publicationThe Role of Digital Technologies in Shaping the Post-Pandemic World
EditorsSavvas Papagiannidis, Eleftherios Alamanos, Suraksha Gupta, Yogesh K. Dwivedi, Matti Mäntymäki, Ilias O. Pappas
PublisherSpringer
Pages416-421
Number of pages6
ISBN (Electronic)978-3-031-15342-6
ISBN (Print)978-3-031-15341-9
DOIs
Publication statusPublished - 2022
EventConference on e-Business, e-Services and e-Society - Newcastle Upon Tyne, United Kingdom
Duration: 13 Sept 202214 Sept 2022

Publication series

NameLecture Notes in Computer Science
PublisherSpringer Verlag
Volume13454
ISSN (Print)0302-9743

Conference

ConferenceConference on e-Business, e-Services and e-Society
Country/TerritoryUnited Kingdom
CityNewcastle Upon Tyne
Period13/09/2214/09/22

Bibliographical note

The final publication is available at Springer via http://dx.doi.org/10.1007/978-3-031-15342-6_32

Copyright © and Moral Rights are retained by the author(s) and/ or other copyright owners. A copy can be downloaded for personal non-commercial research or study, without prior permission or charge. This item cannot be reproduced or quoted extensively from without first obtaining permission in writing from the copyright holder(s). The content must not be changed in any way or sold commercially in any format or medium without the formal permission of the copyright holders.

This document is the author’s post-print version, incorporating any revisions agreed during the peer-review process. Some differences between the published version and this version may remain and you are advised to consult the published version if you wish to cite from it.

Keywords

  • Legitimacy
  • Legitimation
  • Technology acceptance

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