The Interplay of IT Users’ Coping Strategies : Uncovering Momentary Emotional Load, Routes, and Sequences
Salo, M., Makkonen, M., & Hekkala, R. (2020). The Interplay of IT Users’ Coping Strategies : Uncovering Momentary Emotional Load, Routes, and Sequences. MIS Quarterly, 44(3), 1143-1175. https://doi.org/10.25300/MISQ/2020/15610
Published inMIS Quarterly
©2020. The Authors. Published by the Management Information Systems Research Center at the University of Minnesota
Despite the positive aspects of information technology (IT) use, it is common for users to experience negative IT incidents. Examples of negative IT incidents include getting lost in an unfamiliar country due to a dysfunctional map application and missing a monetary insurance benefit due to the failure of an activity tracker application. Such incidents can harm IT providers by giving rise to user dissatisfaction, discontinued use, switching, and negative word-of-mouth. To minimize this harm, it is important to understand how users cope after negative incidents. Specifically, information systems (IS) researchers have called for research that uncovers the complex interplay of IT users’ coping strategies (e.g., users’ coping efforts after employing one strategy and combinations of several consecutive strategies). To address these calls, we conducted a mixed methods study that examined mobile application users’ coping strategies after highly negative incidents. We developed a model that explains how users navigate between problem-focused strategies, emotion-focused strategies, and appraisals. As theoretical contributions, we identify coping sequences and distinct routes from the coping strategies, uncover the role of momentary emotional load, and present IT-specific insights. As practical implications, we identify favorable and unfavorable coping strategies and sequences from both the IT providers’ and the users’ perspectives. ...
PublisherSociety for Management Information Systems
Publication in research information system
MetadataShow full item record
Additional information about fundingThis study was partially supported by the Academy of Finland and Business Finland.
Showing items with similar title or keywords.
Jokinen, Jussi P. P. (University of Jyväskylä, 2015)
Exploring Early Adolescents' Problem-Focused Strategies for Coping With Stressful IT Use Experiences Mehtälä, Saana; Salo, Markus; Tikka, Sara; Pirkkalainen, Henri (Association for Information Systems, 2022)In today’s technology-oriented world, individuals’ ability to cope with information technology (IT) has become increasingly important. This is especially relevant for early adolescents, who are expected to use IT from an ...
Jokinen, Jussi P. P.; Silvennoinen, Johanna (Springer International Publishing, 2020)This chapter reviews the appraisal theory of emotion and how it has been employed in human–computer interaction (HCI) research. This theory views emotion as a process that evaluates the subjective significance of an event. ...
A tale of two frames : Exploring the role of framing in the use discontinuance of volitionally adopted technology Soliman, Wael; Tuunainen, Virpi Kristiina (Wiley, 2022)The discontinuance of volitional IS (i.e., information systems adopted, used and discontinued at will) has recently attracted remarkable attention from academics and practitioners alike. However, most research to date has ...
Avoimuus ja ongelmanratkaisutaidot sekä niiden vaikutukset käyttäjäkokemukseen ikäihmisillä ja lapsilla Nyqvist, Maarit (2016)Tutkimus kartoittaa ikäihmisten teknologiankäyttötaitoja sekä niihin vaikuttavia tekijöitä. Tutkimuksen kohteena ovat Suomessa asuvat yli 65-vuotiaat ikäihmiset. Verrokkiryhmänä ovat alle 13-vuotiaat lapset. Tutkimus on ...