“I NEED HELP – NOW!”: THE ROLE OF TECHNICAL SUPPORT IN THE PROCESS OF IS USE COPING

IS research has identified technical support as an important organizational measure that increases user satisfaction and may reduce technostress. Yet, the effectiveness of such offers is dependent on whether and how users utilize them. Research has shown that there are manifold different coping sequences that users take after discrepant IT events. However, insights on the intersection between technical support and the user’s own coping sequences are missing so far. To address this gap, we conduct a qualitative interview study with 31 users of technical support in a German service organization. We develop a process model that explains the coping sequences taken by users after experiencing a discrepant IT event and identify factors that influence how and why they contact technical support. Thus, we provide insights on the effective utilization of technical support and derive measures on how to best support employees in their coping efforts

Individuals\u27 Concerns Associated with Digital Healthcare: Professionals\u27 and Patients\u27 Hindrances to Adopt Digital Healthcare Services

Healthcare systems are facing enormous changes as digital technologies find their way to address current challenges. To foster acceptance of digital healthcare services in the future and support the digital transformation of healthcare, it is crucial to understand and overcome individuals’ concerns associated with the adoption of digital technologies. This paper presents eleven concerns structured along four categories deduced from an in-depth interview study with 26 healthcare professionals and patients. Further, we mapped these individual concerns as exogenous mechanisms on the well-established Unified Theory of Acceptance and Use of Technologies (UTAUT) and discuss general implications for digital technology adoption in healthcare. Our paper is a first step towards addressing relevant concerns and can be used – either ex-ante or ex-post – to anticipate, explain, or evaluate problems with the adoption of digital healthcare services