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Cognitive Dissonance in Technology Adoption: A Study of Smart Home Users
Davit Marikyan1, Savvas Papagiannidis1, Eleftherios Alamanos1
1Newcastle University Business School, 5 Barrack Road, Newcastle upon Tyne, NE1 4SE UK.
Information Systems Frontiers : a Journal of Research and Innovation
|August 25, 2020
Summary
Technology use can lead to satisfaction even when expectations aren't met. Negative emotions like anger and regret drive coping mechanisms, ultimately influencing user satisfaction and wellbeing with smart home technology.
Area of Science:
- Human-Computer Interaction
- Psychology
- Technology Adoption
Background:
- Technology performance often falls short of user expectations, creating a gap in understanding user outcomes.
- Cognitive Dissonance Theory provides a framework for examining user responses to unmet expectations.
Purpose of the Study:
- To investigate how negative disconfirmation of expectations in technology use can lead to positive outcomes.
- To explore the role of negative emotions (anger, guilt, regret) in selecting dissonance reduction mechanisms.
- To analyze the impact of these mechanisms on user satisfaction and wellbeing.
Main Methods:
- Cross-sectional research design with 387 smart home users.
- Structural Equation Modeling (SEM) to test the hypothesized model.
- Focus on smart home technology due to high user expectations and common usage challenges.
Main Results:
- Post-disconfirmation dissonance triggers negative emotions like anger, guilt, and regret.
- These emotions correlate with specific dissonance reduction mechanisms.
- Dissonance reduction mechanisms significantly impact user satisfaction and wellbeing.
Conclusions:
- Negative disconfirmation of technology expectations can paradoxically lead to satisfaction.
- Emotional, cognitive, and behavioral factors are interconnected in technology evaluation.
- Understanding user coping mechanisms is crucial for improving technology adoption and user experience.
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