Computer systems cannot improve organizational performance if they aren't used. Unfortunately, resistance to end-user systems by managers and professionals is a widespread problem. To better predict, explain, and increase user acceptance, we need to better understand why people accept or reject computers. This research addresses the ability to predict peoples' computer acceptance from a measure of their intentions, and the ability to explain their intentions in terms of their attitudes, subjective norms, perceived usefulness, perceived ease of use, and related variables. In a longitudinal study of 107 users, intentions to use a specific system, measured after a one-hour introduction to the system, were correlated 0.35 with system use 14 weeks later. The intention-usage correlation was 0.63 at the end of this time period. Perceived usefulness strongly influenced peoples' intentions, explaining more than half of the variance in intentions at the end of 14 weeks. Perceived ease of use had a small but significant effect on intentions as well, although this effect subsided over time. Attitudes only partially mediated the effects of these beliefs on intentions. Subjective norms had no effect on intentions. These results suggest the possibility of simple but powerful models of the determinants of user acceptance, with practical value for evaluating systems and guiding managerial interventions aimed at reducing the problem of underutilized computer technology.

User Acceptance of Computer Technology: A Comparison of Two Theoretical Models

Evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value. Propositions ab...

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Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:

The author presents a conceptual model of brand equity from the perspective of the individual consumer. Customer-based brand equity is defined as the differential effect of brand knowledge on consu...

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Conceptualizing, measuring, and managing customer-based brand equity

Publisher Summary
This chapter outlines the two basic routes to persuasion. One route is based on the thoughtful consideration of arguments central to the issue, whereas the other is based on the affective associations or simple inferences tied to peripheral cues in the persuasion context. This chapter discusses a wide variety of variables that proved instrumental in affecting the elaboration likelihood, and thus the route to persuasion. One of the basic postulates of the Elaboration Likelihood Model—that variables may affect persuasion by increasing or decreasing scrutiny of message arguments—has been highly useful in accounting for the effects of a seemingly diverse list of variables. The reviewers of the attitude change literature have been disappointed with the many conflicting effects observed, even for ostensibly simple variables. The Elaboration Likelihood Model (ELM) attempts to place these many conflicting results and theories under one conceptual umbrella by specifying the major processes underlying persuasion and indicating the way many of the traditionally studied variables and theories relate to these basic processes. The ELM may prove useful in providing a guiding set of postulates from which to interpret previous work and in suggesting new hypotheses to be explored in future research.

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The elaboration likelihood model of persuasion

This paper presents a theoretical model of situation awareness based on its role in dynamic human decision making in a variety of domains. Situation awareness is presented as a predominant concern in system operation, based on a descriptive view of decision making. The relationship between situation awareness and numerous individual and environmental factors is explored. Among these factors, attention and working memory are presented as critical factors limiting operators from acquiring and interpreting information from the environment to form situation awareness, and mental models and goal-directed behavior are hypothesized as important mechanisms for overcoming these limits. The impact of design features, workload, stress, system complexity, and automation on operator situation awareness is addressed, and a taxonomy of errors in situation awareness is introduced, based on the model presented. The model is used to generate design implications for enhancing operator situation awareness and future directio...

Toward a Theory of Situation Awareness in Dynamic Systems

This study argues the need for, and then develops, some graph theoretic approaches for comparing complex information processing models of individual decisions. Two similarity coefficients are proposed, and a coefficient based on path and reachability structure is shown to be preferable. Some properties of this coefficient are outlined, as well as a computational method. The coefficient is applied to actual information processing models of consumer choice and stock selection. The results of this application are interpreted for insights into process structure, stability of decision processes over time, and possibilities of developing process-oriented typologies. Finally, problems and prospects for this type of approach are assessed.

A Graph Theory Approach to Comparing Consumer Information Processing Models

Fellow's Award Speech the Decision Maker Who Came in From the Cold

We examine the conditions under which the distinct positive emotions of hope versus pride facilitate more or less fluid cognitive processing. Using individuals’ naturally occurring time of day preferences (i.e., morning vs. evening hours), we show that specific positive emotions can differentially influence processing resources. We argue that specific positive emotions are more likely to influence processing and behavior during nonoptimal times of day, when association-based processing is more likely. We show in three experiments that hope, pride, and a neutral state differentially influence fluid processing on cognitive tasks. Incidental hope facilitates fluid processing during nonoptimal times of day (compared with pride and neutral), improving performance on tasks requiring fluid intelligence (Experiment 1) and increasing valuation estimates on tasks requiring that preferences be constructed on the spot (Experiments 2 and 3). We also provide evidence that these differences in preference and valuation occur through a process of increased imagination (Experiment 3). We contribute to emotion theory by showing that different positive emotions have different implications for processing during nonoptimal times of day.

Hope, Pride, and Processing During Optimal and Nonoptimal Times of Day

The impact of emotional tradeoff difficulty on decision behavior.

We examine the conditions under which the distinct positive emotions of hope versus pride facilitate more or less fluid cognitive processing. Using individuals' naturally occurring time of day preferences (i.e., morning vs. evening hours), we show that specific positive emotions can differentially influence processing resources. We argue that specific positive emotions are more likely to influence processing and behavior during nonoptimal times of day, when association-based processing is more likely. We show in three experiments that hope, pride, and a neutral state differentially influence fluid processing on cognitive tasks. Incidental hope facilitates fluid processing during nonoptimal times of day (compared with pride and neutral), improving performance on tasks requiring fluid intelligence (Experiment 1) and increasing valuation estimates on tasks requiring that preferences be constructed on the spot (Experiments 2 and 3). We also provide evidence that these differences in preference and valuation occur through a process of increased imagination (Experiment 3). We contribute to emotion theory by showing that different positive emotions have different implications for processing during nonoptimal times of day.

/pdf/hope-pride-and-processing-during-optimal-and-nonoptimal-3kus0dn1b4.pdf

James R. Bettman

Papers

A Graph Theory Approach to Comparing Consumer Information Processing Models

Fellow's Award Speech the Decision Maker Who Came in From the Cold

Hope, Pride, and Processing During Optimal and Nonoptimal Times of Day

The impact of emotional tradeoff difficulty on decision behavior.

Hope, pride, and processing during optimal and nonoptimal times of day.