Paper Type
Complete
Abstract
Prior research suggests a lack of empathy toward the end user may contribute to the failure of many information systems. However, theoretical understanding and empirical evidence is lacking. This study delves into empathy in information systems in two ways. First, it investigates the extent to which a user's perception of empathy in an information system influences their intention to use it. Second, it examines if novice IS designers' self-perceived empathy naturally enhances the system. We conducted two experiments involving more than 250 students who reported their perceived inherent trait empathy. Each created a system for peers to use. Over 500 peers evaluated these systems. Initial findings suggest that self-rated empathetic aptitude may not directly result in superior information systems. However, user perceptions of empathy in the system were identified as significant predictors of intention to use, independent of traditional factors such as utility, usability, and enjoyment.
Paper Number
1657
Recommended Citation
Chandler, Cherileigh L.; Leifer, Rebecca; Twyman, Nathan; Anderson, Greg; Kinghorn, Jessica; and Baldwin, Cadyn, "Perceived System Empathy in Information System Success" (2024). AMCIS 2024 Proceedings. 5.
https://aisel.aisnet.org/amcis2024/adoptdiff/adoptdiff/5
Perceived System Empathy in Information System Success
Prior research suggests a lack of empathy toward the end user may contribute to the failure of many information systems. However, theoretical understanding and empirical evidence is lacking. This study delves into empathy in information systems in two ways. First, it investigates the extent to which a user's perception of empathy in an information system influences their intention to use it. Second, it examines if novice IS designers' self-perceived empathy naturally enhances the system. We conducted two experiments involving more than 250 students who reported their perceived inherent trait empathy. Each created a system for peers to use. Over 500 peers evaluated these systems. Initial findings suggest that self-rated empathetic aptitude may not directly result in superior information systems. However, user perceptions of empathy in the system were identified as significant predictors of intention to use, independent of traditional factors such as utility, usability, and enjoyment.
When commenting on articles, please be friendly, welcoming, respectful and abide by the AIS eLibrary Discussion Thread Code of Conduct posted here.
Comments
SIGADIT