A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
The Interplay of IT Users’ Coping Strategies : Uncovering Momentary Emotional Load, Routes, and Sequences (2020)

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

JYU-tekijät tai -toimittajat

Julkaisun tiedot

Julkaisun kaikki tekijät tai toimittajat: Salo, Markus; Makkonen, Markus; Hekkala, Riitta

Lehti tai sarja: MIS Quarterly

ISSN: 0276-7783

eISSN: 2162-9730

Julkaisuvuosi: 2020

Volyymi: 44

Lehden numero: 3

Artikkelin sivunumerot: 1143-1175

Kustantaja: Society for Management Information Systems

Julkaisumaa: Yhdysvallat (USA)

Julkaisun kieli: englanti

DOI: https://doi.org/10.25300/MISQ/2020/15610

Pysyvä verkko-osoite: https://misq.org/skin/frontend/default/misq/pdf/appendices/2020/V44I3Appendices/06_15610_RA_SaloMakkonen.pdf

Julkaisun avoin saatavuus: Avoimesti saatavilla

Julkaisukanavan avoin saatavuus: Osittain avoin julkaisukanava

Julkaisu on rinnakkaistallennettu (JYX): https://jyx.jyu.fi/handle/123456789/71759

Tiivistelmä

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.

YSO-asiasanat: tietotekniikka; käyttäjät; kokemukset; käyttäjäkokemus; käyttäjätutkimus; tunteet; frustraatio; selviytyminen

Vapaat asiasanat: coping; route; sequence; problem-focused; emotion-focused; appraisal; IT incident; IT use

Liittyvät organisaatiot

OKM-raportointi: Kyllä

Raportointivuosi: 2020

JUFO-taso: 3