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E-Commerce Digital Information Transparency And Satisfaction. Can We Have Too Much Of A Good Thing?, Slava Ferguson

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Despite core product and service quality improvements and advances in shopping processes and technology, customers often report being unsatisfied with their online purchases. One plausible reason for lower customer satisfaction rates is too much or too little information that is shared with the customers about their orders. We show that when forming their perceptions about the purchases, customers form digital information satisfaction (DIS) levels as they evaluate supplementary informational services in addition to the core product being purchased. We believe that DIS is one of the dimensions of overall customer satisfaction. We also show that supplementary informational services are essential …

Empowering Older Adults With Their Information Privacy Management, Reza Ghaiumy Anaraky

All Dissertations

Literature depicts a deficit-based narrative around older adults and their technology use, suggesting that older adults are not able to keep up with their younger counterparts in adopting new technologies. In this dissertation, I argue that this view is not necessarily accurate or productive. Instead, I argue that the deficit is in the technology design, which is not inclusive and often caters to the needs of younger adults.

I study older and younger adults' privacy decision-making as a showcase. To study the privacy decision-making process with more granularity, I used a dual-route approach (decision heuristics and privacy calculus) to disentangle …

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