The other side of acceptance: Studying the direct and indirect effects of emotions on information technology use

MIS Quarterly: Management Information Systems

Volumn 34, Issue 4, 2010, Pages 689-710

  Beaudry, Anne ^a   Pinsonneault, Alain ^b  

^a John Molson School of Business   (Canada)

^b MCGILL UNIVERSITY   (Canada)

Author keywords

Acceptance; Adaptation behaviors; Appraisal theory; Emotions; IT use; IT related behaviors; User reaction

Indexed keywords

ACCEPTANCE; ADAPTATION BEHAVIORS; APPRAISAL THEORY; EMOTIONS; IT USE; IT-RELATED BEHAVIORS; USER REACTION;

BEHAVIORAL RESEARCH;

EID: 79953288120     PISSN: 02767783     EISSN: None     Source Type: Journal    
DOI: 10.2307/25750701     Document Type: Article

References (84)

1. Agarwal, R., and Karahanna, E. 2000. "Time Flies When You're Having Fun: Cognitive Absorption and Beliefs about Information Technology Usage," MIS Quarterly (24:4), December, pp. 665-694.
2. Armstrong, J. S., and Overton, T. S. 1977. "Estimating Non- Response Bias in Mail Surveys," Journal of Marketing Research (14:8), pp. 396-402.
3. Bagozzi, R. P. 1992. "The Self-Regulation of Attitudes, Intentions, and Behaviors," Social Psychology Quarterly (55:2), pp. 178-204.
4. Bagozzi, R. P., Gopinanth, M., and Nyer, P. U. 1999. "The Role of Emotions in Marketing," Journal of the Academy of Marketing Science (27:2), pp.184-206.
5. Barsade, S. G. 2002. "The Ripple Effect: Emotional Contagion and its Influence on Group Behavior," Administrative Science Quarterly (47), pp. 644-675.
6. Bassellier, G., Benbasat, I., and Reich, B. H. 2003. "The Influence of Business Managers' IT Competence on Championing IT," Information Systems Research (14:4), pp. 317-336. (Pubitemid 38137133)
7. Beaudry, A., and Pinsonneault, A. 2005. "Understanding User Responses to Information Technology: A Coping Model of User Adaptation," MIS Quarterly (29:3), pp. 493-524. (Pubitemid 46063139)
8. Bhattacherjee, A. 2001. "Understanding Information Systems Continuance: An Expectation-Confirmation Model," MIS Quarterly (25:3), pp. 351-370. (Pubitemid 33738440)
9. Billings, A. G., and Moos, R. H. 1984. "Coping, Stress, and Resources Among Adults with Unipolar Depression," Journal of Personality and Social Psychology (46), pp. 877-891.
10. Briggs, R. O., Reinig, B. A., and de Vreede, G-J. 2008. "The Yield Shift Theory of Satisfaction and its Application to the IS/IT Domain," Journal of the Association for Information Systems (9:5), pp. 267-293.
11. Brown, S. A., Fuller, R. M., and Vician, C. 2004. "Who's Afraid of the Virtual World? Anxiety and Computer-Mediated Communication," Journal of the Association for Information Systems (5:2), pp. 79-107.
12. Brown, S. P., Westbrook, R. A., and Challagalla, G. 2005. "Good Cope, Bad Cope: Adaptive and Maladaptive Coping Strategies Following a Critical negative Work Event," Journal of Applied Psychology (90:4), pp. 792-798. (Pubitemid 41304803)
13. Bushman, B. J. 2002. "Does Venting Anger Feed or Extinguish the Flame? Catharsis, Rumination, Distraction, Anger and Aggressive Responding," Personality and Social Psychology Bulletin (28:6), pp. 724-731. (Pubitemid 41269834)
14. Bushman, B. J., Baumeister, R. F., and Phillips, C. M. 2001. "Do People Aggress to Improve Their Mood? Catharsis Beliefs, Affect Regulation Opportunity, and Aggressive Responding," Journal of Personality and Social Psychology (81:1), pp. 17-32. (Pubitemid 33594636)
15. Carver, C. S., and Scheier, M. F. 1986. "Analyzing Shyness: A Specific Application of Broader Self-Regulatory Principles," in Shyness: Perspectives on Research and Treatment, W. H. Jones, J. M. Cheek, and S. R. Briggs (eds.), New York: Plenum Press, pp. 173-185.
16. Carver, C. S., Scheier, M. F., and Weintraub, J. K. 1989. "Assessing Coping Strategies: A Theoretically Based Approach," Journal of Personality and Social Psychology (56), pp. 267-283.
17. Cenfetelli, R. T. 2004 "Getting in Touch with Our Feelings Towards Technology," Best Paper Proceedings of the Academy of Management Conference, New Orleans,Augut 6-11, pp. F1-F6.
18. Chin, W. W., and Gopal, A. 1995. "Adoption Intention in GSS: Relative Importance of Beliefs," The Data Base for Advances in Information Systems (26:2/3), pp. 42-64.
19. Compeau, D., and Higgins, C. A. 1995. "Computer Self-Efficacy: Development of a Measure and Initial Test," MIS Quarterly (19:2), pp 189-211.
20. Compeau, D., Higgins, C., and Huff, S. 1999. "Social Cognitive Theory and Individual Reactions to Computing Technology: A Longitudinal Study," MIS Quarterly (23:2), pp. 145-158.
21. Cooper, R. B., and Zmud, R. W. 1990. "Information Technology Implementation Research: A Technological Diffusion Approach," Management Science (36:2), pp. 123-139.
22. Davis, F. D. 1989. "Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology," MIS Quarterly (13:3), pp. 319-340.
23. Davis, F. D., Bagozzi, R. P., and Warshaw, P. R. 1992. "Extrinsic and Intrinsic Motivation to Use Computers in the Workplace," Journal of Applied Social Psychology (22), pp 1111-1132.
24. Duhachek, A. 2005. "Coping: A Multidimensional, Hierarchical Framework of Responses to Stressful Consumption Episodes," Journal of Consumer Research (32), pp. 41-53. (Pubitemid 40976813)
25. Ellsworth, P. C., and Smith, C. A. 1988. "From Appraisal to Emotion: Differences Among Unpleasant Feelings," Motivation and Emotion (2), pp. 271-302.
26. Folkman, S., and Lazarus, R. S. 1985. "If it Changes it must Be a Process: Study of Emotion and Coping During Three Stages of a College Examination," Journal of Personality and Social Psychology (48:1), pp. 150-170.
27. Folkman, S., Lazarus, R. S., Dunkel-Schetter, C., DeLongis, A., and Gruen, R. J. 1986. "Dynamics of a Stressful Encounter: Cognitive Appraisal, Coping, and Encounter Outcomes," Journal of Personality and Social Psychology (50:5), pp. 992-1003.
28. Folkman, S., and Moskowitz, J. T. 2000. "Positive Affect and the Other Side of Coping," American Psychologist (55:6), pp. 647-654.
29. Fornell, C., and Larcker, V. F. 1981. "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research (18), pp. 39-50.
30. Fredrickson, B. L. 1998. "What Good Are Positive Emotions," Review of General Psychology (2:3), pp. 300-319. (Pubitemid 128608317)
31. Frijda, N. H. 1986. The Emotions, Cambridge, UK: Cambridge University Press.
32. Fugate, M., Kinicki, A. J., and Scheck, C. L. 2002. "Coping with An Organizational Merger Over Four Stages," Personnel Psychology (55), pp. 905-928. (Pubitemid 36047006)
33. Gelbrich, K. 2009. "Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self- Service Technologies," Schmalenbach Business Review (61:1), pp. 40-59.
34. Gratch, J., and Marsella, S. 2004. "A Domain-Independent Framework for Modeling Emotion," Cognitive Systems Research (5), pp. 269-306. (Pubitemid 39625018)
35. Hackett, R. D., and Bycio, P. 1996. "An Evaluation of Employee Absenteeism as a Coping Mechanism among Hospital Nurses," Journal of Occupational and Organizational Psychology (69), pp. 327-338. (Pubitemid 126672411)
36. Han, S., Lerner, J. S., and Keltner, D. 2007. "Feelings and Consumer Decision Making: The Appraisal-Tendency Framework," Journal of Consumer Psychology (17:3), pp. 158-168.
37. Isen, A. M., and Daubman, K. A. 1984. "The Influence of Affect on Categorization," Journal of Personality and Social Psychology (47:6), pp. 1206-1217.
38. Isen, A. M., Daubman, K. A., and Nowicki, G. P. 1987. "Positive Affect Facilitates Creative Problem Solving," Journal of Personality and Social Psychology (52:6), pp. 1122-1131.
39. Kelly, J. R., and Barsade, S. G. 2001. "Mood and Emotions in Small Groups and Work Teams," Organizational Behavior and Human Decision Processes (86), pp. 99-130. (Pubitemid 33098545)
40. Keltner, D., Ellsworth, P. C., and Edwards, K. 1993. "Beyond Simple Pessimism: Effects of Sadness and Anger on Social Perception," Journal of Personality and Social Psychology," (64:5), pp. 740-752.
41. Kim, H. W., Chan, H. C., Chan, Y. P., and Gupta, S. 2004. "Understanding the Balanced Effects of Belief and Feeling on Information Systems Continuance," in Proceedings of the 25th International Conference on Information Systems, R. Agarwal, L. Kirsch, and J. I. DeGross (eds.), Washington, DC, December 12-15, pp. 297-310.
42. Koufaris, M. 2002. "Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior," Information Systems Research (13:2), pp 205-223.
43. Lapointe, L., and Rivard, S. 2005. "A Multilevel Model of Resistance to Information Technology Implementation," MIS Quarterly (29:3), pp. 461-491. (Pubitemid 46063138)
44. Lapointe, L., and Rivard, S. 2007. "A Triple Take on Information Systems Implementation," Organization Science (18:1), pp. 89-107.
45. Lazarus, R. S. 1991. Emotion and Adaptation, Oxford, UK: Oxford University Press.
46. Lazarus, R. S., and Folkman, S. 1984. Stress, Appraisal, and Coping, New York: Springer Publishing Company.
47. Lerner, J. S., and Keltner, D. 2000. "Beyond Valence: Toward a Model of Emotion-Specific Influences on Judgement and Choice," Cognition and Emotion (14:4), pp. 473-493. (Pubitemid 30429310)
48. Lerner, J. S., and Tiedens, L. Z. 2006. "Portrait of the Angry Decision Maker: How Appraisal Tendencies Shape Anger's Influence on Cognition," Journal of Behavioral Decision Making (19), pp. 115-137.
49. Lewis, W., Agarwal, R., and Sambamurthy, V. 2003. "Sources of Influence on Beliefs about Information Technology Use: An Empirical Study of Knowledge Workers," MIS Quarterly (27:4), pp. 657-678.
50. Loewenstein, G. F., Weber, E. u., Hsee, C. K., and Welch, N. 2001. "Risk as Feelings," Psychological Bulletin (127:2), pp. 267-286. (Pubitemid 33696171)
51. Majchrzak, A., Rice, R. E. Malhotra, A., King, N., and Ba, S. 2000. "Technology Adaptation: The Case of a Computer- Supported Inter-Organizational Virtual Team," MIS Quarterly (24:4), pp. 569-600.
52. Malone, T. W. 1981. "Toward a Theory of Intrinsically Motivated Instruction," Cognitive Science (4), pp. 333-369.
53. Malone, T. W., and Lepper, M. R. 1987. "Making Learning Fun: A Taxonomy of Intrinsic Motivations For Learning," in Aptitude, Learning, and Instruction III: Conative and Affective Process Analysis, R. E. Snow and M. J. Farr (eds.), Hillsdale, NJ: Lawrence Erlbaum Associates, pp. 223-251.
54. Markus, M. L. 1983. "Power, Politics, and MIS Implementation," Communications of the ACM (26:6), pp. 430-444.
55. McCrae, R. R. 1984. "Situational Determinants of Coping Responses: Loss, Threat, and Challenge," Journal of Personality and Social Psychology (46:4), pp. 919-928.
56. McKee-Ryan, F. M., Song, Z., Wanberg, C. R., and Kinicki, A. J. 2005. "Psychological and Physical Well-Being During Unemployment: A Meta-Analytic Study," Journal of Applied Psychology (90:1), pp. 53-76. (Pubitemid 40176548)
57. Mintzberg, H. 1973. The Nature of Managerial Work, New York: Harper & Row.
58. Moore, G. C., and Benbasat, I. 1991. "Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation," Information Systems Research (2:3), pp. 192-222.
59. Moos, R. H., and Billings, A. G. 1982. "Conceptualizing and Measuring Coping Resources and Processes," in Handbook of Stress, L. Goldberger and S. Breznitz (eds.), New York: The Free Press, pp. 212-230.
60. Podsakoff, P. M., MacKenzie, S. B., Lee, J-Y., Podsakoff, N. P. 2003. "Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies," Journal of Applied Psychology (88:5), pp. 879-903. (Pubitemid 37239703)
61. Prasad, P., and Prasad, A. 2000. "Stretching the Iron Cage: The Constitution and Implications of Routine Workplace Resistance," Organization Science (11:4), pp. 387-403.
62. Rafaeli, A., and Vilnai-Yavetz, I. 2004. "Emotion as a Connection of Physical Artifacts and Organizations," Organization Science (15:6), pp. 671-686. (Pubitemid 40031075)
63. Rogers, E. M. 1983. Diffusion of Innovations (3rd ed.), New York: Free Press.
64. Scheff, T. J. 1979. Catharsis in Healing, Ritual, and Drama, Berkeley, CA: University of California Press.
65. Scherer, K. R., and Tran, V. 2001. "Effects of Emotion on the Process of Organizational Learning," in Handbook of Organizational Learning and Knowledge, M. Dierkes, A. Berthoin Antal, J. Child, and I. Nonaka (eds), Oxford, UK: Oxford University Press, pp. 369-392.
66. Smith, C. A., and Ellsworth, P. C. 1985. "Patterns of Cognitive Appraisal in Emotion," Journal of Personality and Social Psychology (48:4), pp. 813-838.
67. Srite, M., Galvin, J. E., Ahuja, M. K., and Karahanna, E. 2007. "Effects of Individuals' Psychological States on Their Satisfaction with the GSS Process," Information & Management (44:6), pp. 535-546. (Pubitemid 47211727)
68. Stets, J. E., and Tsushima, T. M. 2001. "Negative Emotion and Coping Responses Within Identity Control Theory," Social Psychology Quarterly (64:3), pp. 283-295.
69. Terry, D., Callan, V. J., and Sartori, G. 1996. "Employee Adjustment to an Organizational Merger: Stress, Coping, and Intergroup Differences," Stress and Medicine (12), pp. 105-122. (Pubitemid 26138252)
70. Thatcher, J. B., and Perrewe, P. L. 2002. "An Empirical Examination of Individual Traits as Antecedents to Computer Anxiety and Computer Self-Efficacy," MIS Quarterly (26:4), pp. 381-396.
71. Thüring, M., and Mahlke, S. 2007. "Usability, Aesthetics and Emotions in Human-Technology Interaction," International Journal of Psychology (42:4), pp. 253-264.
72. Todman, J., and Monaghan, E. 1994. "Qualitative Differences in Computer Experience, Computer Anxiety, and Students' Use of Computers: A Path Model," Computers in Human Behavior (10:4), pp. 529-539. (Pubitemid 124010395)
73. Trevino, L. K., and Webster, J. 1992. "Flow in Computer-Mediated Communication: Electronic Mail and Voice Mail Evaluation and Impacts," Communication Research (19:5), pp. 539-573.
74. Tyre, M. J., and Orlikowski, W. J. 1994. "Windows of Opportunity: Temporal Patterns of Technological Adaptation in Organizations," Organization Science (5:1), pp. 98-118.
75. Venkatesh, V. 1999. "Creation of Favorable User Perceptions: Exploring the Role of Intrinsic Motivation," MIS Quarterly (23:2), pp. 239-260.
76. Venkatesh, V. 2000. "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research (11:4), pp. 342-365. (Pubitemid 33224535)
77. Venkatesh, V., Morris, M. G., Davis, G. B., and Davis, F. D. 2003. "User Acceptance of Information Technology: Toward a Unified View," MIS Quarterly (27:3), pp. 425-478.
78. Viswesvaran, C., Sanchez, J. I., and Fisher, J. 1999. "The Role of Social Support in the Process of Work Stress: A Meta-Analysis," Journal of Vocational Behavior (54:2), pp. 314-334.
79. Walker, W. R., Vogl, R. J., and Thompson, C. P. 1997. "Autobiographical Memory: Unpleasantness Fades Faster than Pleasantness Over Time," Applied Cognitive Psychology (11), pp. 399-413. (Pubitemid 127524229)
80. Webster, J., and Martocchio, J. J. 1992. "Microcomputer Playfulness: Development of a Measure with Workplace Implications," MIS Quarterly (16:2), pp. 201-226.
81. Webster, J., Trevino, L. K., and Ryan, L. 1993. "The Dimensionality and Correlates of Flow in Human-Computer Interactions," Computers in Human Behavior (9), pp. 411-426.
82. Yi, S., and Baumgartner, H. 2004. "Coping with Negative Emotions in Purchase-Related Situations," Journal of Consumer Psychology (14:3), pp. 303-317. (Pubitemid 38846145)
83. Zigurs, I., and Buckland B. K. 1998. "A Theory of Task/ Technology Fit and Group Support Systems Effectiveness," MIS Quarterly (22:2), pp. 313-334. (Pubitemid 128684570)
84. Zuboff, S. 1988. In the Age of the Smart Machine: The Future of Work and Power, New-York: Basic Books.