Zamani, E.D. orcid.org/0000-0003-3110-7495, Pouloudi, N., Giaglis, G. et al. (1 more author) (2021) Accommodating practices during episodes of disillusionment with mobile IT. Information Systems Frontiers, 23 (2). pp. 453-475. ISSN 1387-3326
Abstract
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.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2019 The Authors. This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made. |
Keywords: | case study; user behavior; IT artifact; sensemaking; iPad |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Information School (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 14 Nov 2019 12:58 |
Last Modified: | 17 Dec 2021 11:36 |
Status: | Published |
Publisher: | Springer Verlag |
Refereed: | Yes |
Identification Number: | 10.1007/s10796-019-09972-4 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:153446 |
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