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As the physical and digital world increasingly merge, more and more information systems are being used publicly. This paper outlines current gaps in information systems adoption and usage literature with respect to applications where usage happens in public and users can be observed. We present how a purely mobile self-checkout system can be supported with public feedback channels that are designed to make users more comfortable making purchases with the mobile artifact. We illustrate how users that felt uncomfortable yet satisfied with the self-checkout artifact were less likely to make future purchases with the mobile artifact. Furthermore, we outline a field experiment in which we aim to quantify the impact of public feedback on user satisfaction, comfortableness and future usage intention.

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Aug 10th, 12:00 AM

Public Feedback for Publicly Used Information Systems - Supporting Adoption of a Mobile Self-Checkout Application

As the physical and digital world increasingly merge, more and more information systems are being used publicly. This paper outlines current gaps in information systems adoption and usage literature with respect to applications where usage happens in public and users can be observed. We present how a purely mobile self-checkout system can be supported with public feedback channels that are designed to make users more comfortable making purchases with the mobile artifact. We illustrate how users that felt uncomfortable yet satisfied with the self-checkout artifact were less likely to make future purchases with the mobile artifact. Furthermore, we outline a field experiment in which we aim to quantify the impact of public feedback on user satisfaction, comfortableness and future usage intention.