Effects of user experience on user resistance to change to the voice user interface of an in‑vehicle infotainment system: Implications for platform and standards competition

Kim, D.-H. and Lee, H. (2016) Effects of user experience on user resistance to change to the voice user interface of an in‑vehicle infotainment system: Implications for platform and standards competition. International Journal of Information Management, 36(4), pp. 653-667. (doi: 10.1016/j.ijinfomgt.2016.04.011)

Abstract

This study examines the effects of user experience on user resistance to change—particularly, on the relationship between user resistance to change and its antecedents (i.e. switching costs and perceived value) in the context of the voice user interface of an in-vehicle infotainment (IVI) system. This research offers several salient findings. First, it shows that user experience positively moderates the relationship between uncertainty costs (one type of switching cost) and user resistance. It also negatively moderates the association between perceived value and user resistance. Second, the research test results demonstrate that users with a high degree of prior experience with the voice user interface of other smart devices exhibit low user resistance to change to the voice user interface in an IVI system. Third, we show that three types of switching costs (transition costs, in particular) may directly influence users to resist a change to the voice user interface. Fourth, our test results empirically demonstrate that both switching costs and perceived value affect user resistance to change in the context of an IVI system, which differs from the traditional IS research setting (i.e. enterprise systems). These findings may guide not only platform leaders in designing user interfaces, user experiences, and marketing strategies, but also firms that want to defend themselves from platform envelopment while devising defensive strategies in platform and standards competition.

• Item Type: Articles
• Status: Published
• Refereed: Yes
• Glasgow Author(s) Enlighten ID: Kim, Dr Dong-Hyu
• Authors: Kim, D.-H., and Lee, H.
• College/School: College of Social Sciences > Adam Smith Business School > Management
• Journal Name: International Journal of Information Management
• Publisher: Elsevier
• ISSN: 0268-4012
• ISSN (Online): 1873-4707
• Published Online: 29 April 2016
• Copyright Holders: Copyright © 2016 Elsevier Ltd.
• First Published: First published in International Journal of Information Management 36(4):653-667
• Publisher Policy: Reproduced in accordance with the copyright policy of the publisher.