Generative mechanisms of workarounds, discontinuance and reframing: a study of negative disconfirmation with consumerised IT

Abstract

This study investigates the observed behavioural outcomes when users experience negative disconfirmation with consumerised IT artefacts with the aim to identify the generative mechanisms of these outcomes. We analyse blogposts, authored and published by tablet users, where they narrate their experience with an IT artefact. We employ grounded theory method techniques, and through the lens of Critical Realism and the application of abduction and retroduction, we identify three user accommodating practices following negative disconfirmation, namely discontinuance behaviour, workarounds and reframing, and two generative mechanisms with enduring properties and causal power over them: solution identification and cost/benefits assessment. Our work contributes to the literature of volitional IT use and the consumerisation of IT, by uncovering the mechanisms that pave the way towards observed user behaviours.

Shared mental models and perceived proximity: a comparative case study

“…We adopted a partial set of GTM procedures, strictly for structuring and analysing our empirical material from the two case studies, in order to offer a rich description of the observed phenomena (Wiesche et al , 2017). We adopted Charmaz's Constructivist Grounded Theory Method (GTM) procedures for coding (Charmaz, 2006), which allowed us to use existing theories from the literature of virtual teams and the concept of perceived proximity as the “springboard” for inductive theorising (Zamani and Pouloudi, 2020, p. 12), while coding close to our data and remaining open to any emerging concepts. We used the theoretical components of perceived proximity (communication, identification) and theories such as Kolb's flow and connectivity (Kolb, 2008; Kolb et al , 2008) as sensitising devices to query our material in relation to what quality communication or increased identification may mean and how they can be achieved, having already established that Team A experiences perceived proximity, whereas Team B does not.…”

Making sense of business analytics in project selection and prioritisation: insights from the start-up trenches

“…inductive theorising while, at the same time, remaining open to emerging concepts and themes (Zamani & Pouloudi, 2020).…”

Service Quality Measurement in Information Systems

“…It is the magnitude and direction of disconfirmation that results in satisfaction and dissatisfaction. Positive disconfirmation results in satisfaction, while negative disconfirmation results in dissatisfaction (Venkatesh and Goel, 2010;Chen et al, 2018;Zamani and Pouloudi, 2020). The relationship between disconfirmation and satisfaction is non-symmetric.…”

“…The EDT theory holds that consumer satisfaction is related to the magnitude and direction (positive or negative) of the discrepancies (or disconfirmation) between prior expectations and perceived performance (Churchill and Surprenant, 1982;Gorla and Somers, 2014). Three forms of disconfirmation may occur: a) expectations are confirmed when perceived performance meets expectation, b) expectations are negatively disconfirmed when perceived performance falls short of expectations, and c) expectations are positively disconfirmed when perceived performance is better than expected performance (Rouf et al, 2019;Zamani and Pouloudi, 2020).…”