Fostering Digital Inclusion: Understanding Generation Z’s Reluctance to Support Older Adults in Liberia’s Digital Public Services

Burnice Ashley Williams () and Timothy Masuni Nagriwum ()
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Burnice Ashley Williams: Jiangsu University
Timothy Masuni Nagriwum: Jiangsu University

Public Organization Review, 2025, vol. 25, issue 3, No 21, 1275-1298

Abstract: Abstract This study explores Generation Z’s reluctance to support older adults in using public digital services in Liberia. Based on 446 participants and the utilization of Structural Equation Modeling the study examined the influence of communication overload, negative attitudes, and negative emotions on this reluctance, integrating the Stimulus-Organism-Response theory and introducing perceived reciprocity as a moderating factor. Findings reveal that communication overload significantly contributes to negative attitudes and emotions, which in turn increase the intention not to support older adults. Perceived reciprocity mitigates these negative effects, suggesting that fostering mutual support can enhance intergenerational digital assistance.

Keywords: Communication overload; Negative attitudes; Negative emotions; Perceived reciprocity; Digital public services; Generation Z; Intergenerational support (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11115-025-00861-w

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