IDEAS home Printed from https://ideas.repec.org/a/eee/tefoso/v184y2022ics0040162522004826.html

The impact of voice assistant home devices on people with disabilities: A longitudinal study

Author

Listed:
  • Vieira, Alessandro Diogo
  • Leite, Higor
  • Volochtchuk, Ana Vitória Lachowski

Abstract

The impact of technological innovations in our lives has never been greater, for instance the use of assistive technology and artificial intelligence has resulted in smart devices, such as voice assistants (VA). However, empirical studies that understand the impact of VA technology on the individual and collective well-being of vulnerable people are still scarce. Thus, by conducting a series of longitudinal studies within the ecosystem of physically and visually impaired people, our study aims to respond to this void in the literature. Over a period of 30 weeks, we carried out 5 longitudinal case studies, and collected data from semi-structured interviews (n = 25), informal conversations (n = 23), observations (n = 25) and a focus group with participants (n = 8), as well as secondary data collected from the VA device reports. Our results identified themes related to the impact of technology on well-being, challenges and improvements, relationship building, privacy concerns and a gap between technology and inclusiveness. Furthermore, under the transformative service lens, we developed a framework that illustrates how interactions between people with disability and the VA technology co-design and co-create value for individual and collective well-being.

Suggested Citation

  • Vieira, Alessandro Diogo & Leite, Higor & Volochtchuk, Ana Vitória Lachowski, 2022. "The impact of voice assistant home devices on people with disabilities: A longitudinal study," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    • Handle: RePEc:eee:tefoso:v:184:y:2022:i:c:s0040162522004826
    DOI: 10.1016/j.techfore.2022.121961
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0040162522004826
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techfore.2022.121961?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Wendy Hardyman & Martin Kitchener & Kate L. Daunt, 2019. "What matters to me! User conceptions of value in specialist cancer care," Public Management Review, Taylor & Francis Journals, vol. 21(11), pages 1687-1706, November.
    2. Papagiannidis, Savvas & Harris, Jonathan & Morton, David, 2020. "WHO led the digital transformation of your company? A reflection of IT related challenges during the pandemic," International Journal of Information Management, Elsevier, vol. 55(C).
    3. Venkatesh, Viswanath, 2020. "Impacts of COVID-19: A research agenda to support people in their fight," International Journal of Information Management, Elsevier, vol. 55(C).
    4. Stephen P. Osborne, 2018. "From public service-dominant logic to public service logic: are public service organizations capable of co-production and value co-creation?," Public Management Review, Taylor & Francis Journals, vol. 20(2), pages 225-231, February.
    5. Jakob Trischler & Timo Dietrich & Sharyn Rundle-Thiele, 2019. "Co-design: from expert- to user-driven ideas in public service design," Public Management Review, Taylor & Francis Journals, vol. 21(11), pages 1595-1619, November.
    6. Hulda G. Black & Andrew S. Gallan, 2015. "Transformative service networks: cocreated value as well-being," The Service Industries Journal, Taylor & Francis Journals, vol. 35(15-16), pages 826-845, November.
    7. Sidney Anderson & Linda Nasr & Steven W. Rayburn, 2018. "Transformative service research and service design: synergistic effects in healthcare," The Service Industries Journal, Taylor & Francis Journals, vol. 38(1-2), pages 99-113, January.
    8. Vargo, Stephen L. & Maglio, Paul P. & Akaka, Melissa Archpru, 2008. "On value and value co-creation: A service systems and service logic perspective," European Management Journal, Elsevier, vol. 26(3), pages 145-152, June.
    9. Anderson, Laurel & Ostrom, Amy L. & Corus, Canan & Fisk, Raymond P. & Gallan, Andrew S. & Giraldo, Mario & Mende, Martin & Mulder, Mark & Rayburn, Steven W. & Rosenbaum, Mark S. & Shirahada, Kunio & W, 2013. "Transformative service research: An agenda for the future," Journal of Business Research, Elsevier, vol. 66(8), pages 1203-1210.
    10. Cruz-Cárdenas, Jorge & Zabelina, Ekaterina & Guadalupe-Lanas, Jorge & Palacio-Fierro, Andrés & Ramos-Galarza, Carlos, 2021. "COVID-19, consumer behavior, technology, and society: A literature review and bibliometric analysis," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    11. Tortorella, Guilherme Luz & Narayanamurthy, Gopalakrishnan & Sunder M, Vijaya & Cauchick-Miguel, Paulo A, 2021. "Operations Management teaching practices and information technologies adoption in emerging economies during COVID-19 outbreak," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
    12. Adina Dudau & Russ Glennon & Bram Verschuere, 2019. "Following the yellow brick road? (Dis)enchantment with co-design, co-production and value co-creation in public services," Public Management Review, Taylor & Francis Journals, vol. 21(11), pages 1577-1594, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Paetz, Friederike & Schultz, Carsten D., 2025. "Smart product brands – The interrelation of smart products and buyer personality traits," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
    2. Fischer, Björn & Frennert, Susanne, 2025. "Towards an experiential ethics of AI and robots: A review of empirical research on human encounters," Technological Forecasting and Social Change, Elsevier, vol. 219(C).
    3. Leite, Higor, 2025. "Artificial intelligence in higher education: Research notes from a longitudinal study," Technological Forecasting and Social Change, Elsevier, vol. 215(C).
    4. Yogesh K. Dwivedi & A. Sharma & Nripendra P. Rana & M. Giannakis & P. Goel & Vincent Dutot, 2023. "Evolution of Artificial Intelligence Research in Technological Forecasting and Social Change: Research Topics, Trends, and Future Directions," Post-Print hal-04292607, HAL.
    5. Kumar, Anand & Bala, Pradip Kumar & Chakraborty, Shibashish & Behera, Rajat Kumar, 2024. "Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    6. Leite, Higor & Hodgkinson, Ian R. & Lachowski Volochtchuk, Ana Vitória & Cavalcante Nascimento, Thiago, 2024. "‘It's not the boogeyman’: How voice assistant technology is bridging the digital divide for older people," Technovation, Elsevier, vol. 136(C).
    7. Badghish, Saeed & Shaik, Aqueeb Sohail & Sahore, Nidhi & Srivastava, Shalini & Masood, Ayesha, 2024. "Can transactional use of AI-controlled voice assistants for service delivery pickup pace in the near future? A social learning theory (SLT) perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jonathan Rösler & Tobias Söll & Louise Hancock & Thomas Friedli, 2021. "Value Co-Creation between Public Service Organizations and the Private Sector: An Organizational Capabilities Perspective," Administrative Sciences, MDPI, vol. 11(2), pages 1-20, May.
    2. Valtteri Kaartemo & Helena Känsäkoski, 2018. "Information and Knowledge Processes in Health Care Value Co-Creation and Co-Destruction," SAGE Open, , vol. 8(4), pages 21582440188, December.
    3. Andrew S. Gallan & Anu Helkkula, 2022. "Cocreating transformative value propositions with customers experiencing vulnerability during humanitarian crises," AMS Review, Springer;Academy of Marketing Science, vol. 12(1), pages 85-101, June.
    4. Zhang, Yu & Su, Jiafu & Guo, Honggui & Lee, Jeoung Yul & Xiao, Yan & Fu, Mingqiu, 2022. "Transformative value co-creation with older customers in e-services: Exploring the influence of customer participation on appreciation of digital affordances and well-being," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    5. Le Nguyen Hau & Pham Ngoc Tram Anh & Pham Ngoc Thuy, 2017. "The effects of interaction behaviors of service frontliners on customer participation in the value co-creation: a study of health care service," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 253-277, June.
    6. Jim Broch Skarli, 2021. "Creating or Destructing Value in Use? Handling Cognitive Impairments in Co-Creation with Serious and Chronically Ill Users," Administrative Sciences, MDPI, vol. 11(1), pages 1-17, February.
    7. Yuxiang Chris Zhao & Jingwen Lian & Yan Zhang & Shijie Song & Xinlin Yao, 2024. "Value co‐creation in cultural heritage information practices: Literature review and future agenda: An Annual Review of Information Science and Technology (ARIST) paper," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 75(3), pages 298-323, March.
    8. Amalesh Sharma & Sourav Bikash Borah & Aditya Christopher Moses, 2024. "Achieving social and economic sustainability through innovations in transformative services: A case of healthcare organizations in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 52(5), pages 1366-1390, October.
    9. Hunter-Jones, Philippa & Sudbury-Riley, Lynn & Al-Abdin, Ahmed & Menzies, Laura & Neary, Katie, 2020. "When a child is sick: The role of social tourism in palliative and end-of-life care," Annals of Tourism Research, Elsevier, vol. 83(C).
    10. Bianco, Débora & Bueno, Adauto & Godinho Filho, Moacir & Latan, Hengky & Miller Devós Ganga, Gilberto & Frank, Alejandro G. & Chiappetta Jabbour, Charbel Jose, 2023. "The role of Industry 4.0 in developing resilience for manufacturing companies during COVID-19," International Journal of Production Economics, Elsevier, vol. 256(C).
    11. Kuppelwieser, Volker G. & Finsterwalder, Jörg, 2016. "Transformative service research and service dominant logic: Quo Vaditis?," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 91-98.
    12. Xinya You, 2025. "Management as a design practice: a multi-case study on designing value co-creation mechanisms," Journal of Innovation and Entrepreneurship, Springer, vol. 14(1), pages 1-30, December.
    13. Katarzyna Sienkiewicz-Małyjurek & Maciej Szymczak, 2024. "Understanding public service supply chain management: a systematic literature review," Management Review Quarterly, Springer, vol. 74(3), pages 1879-1943, September.
    14. Leite, Higor & Hodgkinson, Ian R. & Lachowski Volochtchuk, Ana Vitória & Cavalcante Nascimento, Thiago, 2024. "‘It's not the boogeyman’: How voice assistant technology is bridging the digital divide for older people," Technovation, Elsevier, vol. 136(C).
    15. Marikyan, Davit & Papagiannidis, Savvas & Rana, Omer F. & Ranjan, Rajiv & Morgan, Graham, 2022. "“Alexa, let’s talk about my productivity”: The impact of digital assistants on work productivity," Journal of Business Research, Elsevier, vol. 142(C), pages 572-584.
    16. Hannu Tikkanen & Linda Alkire & Sertan Kabadayi & Linh Hoang Vu, 2023. "Who is responsible for well-being? Exploring responsibilization in transformative service research," AMS Review, Springer;Academy of Marketing Science, vol. 13(3), pages 262-276, December.
    17. Paolo Esposito & Paolo Ricci & Alessandro Sancino, 2021. "Leading for social change: Waste management in the place of social (ir)responsibility," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(2), pages 667-674, March.
    18. Go Jefferies, Josephine & Bishop, Simon & Hibbert, Sally, 2019. "Customer boundary work to navigate institutional arrangements around service interactions: Exploring the case of telehealth," Journal of Business Research, Elsevier, vol. 105(C), pages 420-433.
    19. Sertan Kabadayi & Linda Alkire (née Nasr) & Garrett M. Broad & Reut Livne-Tarandach & David Wasieleski & Ann Marie Puente, 2019. "Humanistic Management of Social Innovation in Service (SIS): an Interdisciplinary Framework," Humanistic Management Journal, Springer, vol. 4(2), pages 159-185, December.
    20. Upadhyaya, Shikha & Blocker, Christopher P. & Houston, H. Rika & Sims, Marjorie R., 2021. "Evolving two-generation services to disrupt the intergenerational effects of poverty and promote family well-being," Journal of Business Research, Elsevier, vol. 125(C), pages 324-335.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:tefoso:v:184:y:2022:i:c:s0040162522004826. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.sciencedirect.com/science/journal/00401625 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.