Accommodating Practices During Episodes of Disillusionment with Mobile IT

Efpraxia D. Zamani, Nancy Pouloudi, George Giaglis, Jonathan Wareham

Producció científica: Article en revista indexadaArticleAvaluat per experts

9 Cites (Scopus)

Resum

This study investigates how tablet users react when technology falls short of their expectations. We deploy a data/frame model to study this process and investigate resistance-related reactions and the deployment of accommodating practices at the individual level. Analyzing user blogs that provide narratives on user interaction with tablets, we identify triggers of episodes of disillusionment and illustrate five sensemaking paths that users follow, eventually leading to one of three practices: 1) users choose to defer tasks until the situation changes, or they abandon the platform altogether; 2) they develop workarounds at different levels of proficiency; or 3) they proceed by reframing their expectations of the platform. By revealing user decision-making process during episodes of disillusionment, the findings contribute to information systems post-adoption research. At a practical level, the findings inform IT artifact and application design by offering insights on how users process discrepancies between their expectations and actual use experience.

Idioma originalAnglès
Pàgines (de-a)453-475
Nombre de pàgines23
RevistaInformation Systems Frontiers
Volum23
Número2
DOIs
Estat de la publicacióPublicada - d’abr. 2021
Publicat externament

Fingerprint

Navegar pels temes de recerca de 'Accommodating Practices During Episodes of Disillusionment with Mobile IT'. Junts formen un fingerprint únic.

Com citar-ho