recherches économiques
Volume 20, Numéro 2, Pages 246-265
2025-12-31
When Technology Marginalizes: A Critical Incident Analysis Of User Exclusion
Authors : Ghzaiel Karima .
Abstract
In the age of globalization, we are witnessing the market's convergence towards common practices and standards. Professionals are concerned with inclusion and collective well-being. However, some disparities in use and access to the internet are observed, despite the digital divide which tends to narrow, leading to digital exclusion. This research aims to deepen understanding of "digitally excluded" behavior. The data was generated using the critical incident method. Interviewees were requested to describe a recent negative incident they had experienced with a service involving digital technology. The findings showed that digital exclusion refers to the perceived digital inaccessibility, the perceived inequality and the skills gap. These facets are likely to contribute to a set of affective and behavioral responses. The study is useful as it makes professionals more aware that it's important to redesign their sites to maintain service quality for vulnerable users.
Keywords
Digital exclusion ; Consumer responses ; Critical Incident Approach ; Digital Journey ; service
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