Digital tracing during the COVID-19 pandemic: User appraisal, emotion, and continuance intention

This study explores how people appraise the use of contact tracing apps during the novel coronavirus (COVID-19) pandemic in South Korea. Despite increasing attention paid to digital tracing for health disasters, few studies have empirically examined user appraisal, emotion, and their continuance intention to use contact tracing apps for disaster management during an infectious disease outbreak. A mixed-method approach combining qualitative and quantitative inquiries was employed. In the qualitative study, by conducting interviews with 25 people who have used mobile apps for contact tracing, the way users appraise contact tracing apps for COVID-19 was explored. In the quantitative study, using data collected from 506 users of the apps, the interplay among cognitive appraisal (threats and opportunities) and its association with user emotion, and continuance intention was examined. The findings indicate that once users experience loss emotions, such as anger, frustration, and disgust, they are not willing to continue using the apps. App designers should consider providing technological affordances that enable users to have a sense of control over the technology so that they do not experience loss emotions. Public policymakers should also consider developing measures that can balance public health and personal privacy.