Technology acceptance, multidimensional experience and disability sensitivity: a critical review

Purpose Although various disciplines have explored technology use by people with disabilities (PwDs), business and management studies have rarely addressed how they accept and use these technologies. This is partly because existing technology acceptance frameworks often rely on complex, normative assumptions that overlook the diverse abilities of users. Consequently, this study questions the inclusivity of technology acceptance frameworks by examining whether the items used to measure relevant variables are grounded in assumptions that exclude users with specific needs. To do this, virtual reality is used as the representative technology. Design/methodology/approach A non-systematic, critical review of the evolution of technology acceptance frameworks is conducted, using a deductive and structured reasoning approach. Findings The study proposes a multidimensional framework in which technology acceptance variables are reorganized in different dimensions to reflect the characteristics of physical, sensory and intellectual disabilities. The twelve dimensions capture specific phases of the technology experience under the perspectives of acceptance, non-acceptance, usability and non-usability; moreover, the dimensions offer a comprehensive view of how technology interactions can be meaningful or disrupted. Research limitations/implications By advancing inclusive technology acceptance research, this study stands out as one of the first to offer a conceptual contribution by redefining technology acceptance variables to disability categories and related technology experiences. In doing so, it adds to ongoing academic conversations that challenge conventional technology acceptance models, advocating instead for inclusive and user-centered perspectives. Practical implications This research guides technology professionals and policymakers on fostering acceptance and usability while preventing non-acceptance and non-usability, thereby making disability inclusion a core component of their strategies. Originality/value This study redefines technology acceptance variables through a multidimensional experience, disability-sensitive lens.