Abstract

Technologies cannot help improve personal health if individuals do not use them. Information systems discipline has a strong heritage of technology adoption research. This case study introduces a behavior change support system (BCSS) aimed at improving health and well-being. Hermeneutics is used as a methodological approach to analyze open-ended responses from participants who had had an electronic health check but did not activate the following electronic health coaching. The data consist of textual feedback from a total of 2543 respondents. This article investigates the anomalies related to consumers’ non-adoption of a BCSS. The research question addressed in this study is: What can anomalies reveal about BCSS acceptance? According to our findings, a positive attitude toward the system does not automatically increase acceptance. Usefulness of the electronic health system can be seen from a self-development perspective rather than from instrumental value. Credibility of the system, usability, and technical issues are also important for BCSS acceptance. This study brings new insights to the research fields of technological acceptance and persuasive technology; additionally, it provides a valuable example of a hermeneutics methodology and how new knowledge can be retrieved studying anomalies.

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