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Coping With Information Technology: Mixed Emotions, Vacillation, And Nonconforming Use Patterns, Mari-Klara Stein, Sue Newell, Erica L. Wagner, Robert D. Galliers

Business Faculty Publications and Presentations

Achieving the promised business benefits of an IT system is intimately tied to the continued incorporation of the system into the work practices it is intended to support. While much is known about different social, cognitive, and technical factors that influence initial adoption and use, less is known about the role of emotional factors in users' behaviors. Through an in-depth field study conducted in two North American universities, we examine the role of emotions in how specific IT use patterns emerge. We find that there are five different characteristics of an IT stimulus event (cues) that, when interacting in a …