A pragmatic multi-method investigation of discrepant technological events: Coping, attributions, and ‘accidental’ learning

This is the auhtor accepted manuscriptDiscrepant technological events or situations that entail a problem, a misunderstanding or a difficulty with the Information Technology (IT) being employed, are common in the workplace, and can lead to frustration and avoidance behaviors. Little is known, however, about how individuals cope with these events. This paper examines these events by using a multi-method pragmatic approach informed by coping theory. The results of two studies – a critical incident study and an experiment – serve to build and test, respectively, a theoretical model that posits that individuals use a variety of strategies when dealing with these events: they experience negative emotions, make external attributions, and adopt engagement coping strategies directed at solving the event, eventually switching to a disengagement coping strategy when they feel they have no control over the situation. Furthermore, users’ efforts may result in ‘accidental’ learning as they try to overcome the discrepant IT events through engagement coping. The paper ends with a discussion of the results in light of existing literature, future opportunities for research, and implications for practice.Fonds Québécois pour la Recherche sur la Société et la Cultur

Creating Rich and Representative Personas by Discovering Affordances

This is the author accepted manuscript. The final version is available from IEEE via the DOI in this recordIEEE During the last decade, information system designers have used the persona technique to put user needs and preferences at the center of all development decisions. Persona development teams draw on qualitative data, quantitative data or a combination of both to develop personas that are representative of the target users. Despite the benefits of both approaches, qualitative methods are limited by the cognitive capabilities of the experts, whereas quantitative methods lack contextual richness. To gain the advantages of both approaches, this article suggests a mixed qualitative-quantitative approach to create user personas based on the patterns of the affordances they actualize rather than merely the actions they take. It enriches personas by referring to the purposes fulfilled through affordance actualizations, and it grounds personas in readily available objective log data. This study illustrates the practical value of the proposed methodology by empirically creating personas based on real user data. Furthermore, it demonstrates its value by having practitioners compare the suggested method to that of qualitative-only and quantitative-only methods.Concordia Universit

Enabling innovation in the face of uncertainty through IT ambidexterity: A fuzzy set qualitative comparative analysis of industrial service SMEs

This is the author accepted manuscriptTaking a configurational approach, this paper investigates the causal configurations of IT ambidexterity (i.e., IT capabilities for exploitation and exploration), dynamic capabilities (i.e., innovation and networking capabilities) and environmental uncertainty that are associated to service innovation performance in small and medium-sized enterprises (SMEs). Results from a fuzzy set qualitative comparative analysis (fsQCA) of 63 industrial service SMEs show that these firms attain high service innovation performance with three different configurations under conditions of high uncertainty. Two configurations highlight the importance of IT exploration capabilities (combined with the absence of innovation and networking capabilities in one configuration and with the absence of networking capabilities and IT capabilities for exploitation in another), whereas another configuration accentuates the importance of IT exploitation capabilities (combined with the presence of innovation and networking capabilities). Our study contributes to the literature in multiple ways. For instance, due to the equifinal properties of the configurational approach, our results suggest that SMEs can attain high innovation performance through both sequential and simultaneous IT ambidexterity, thus providing a starting point for reconciling competing views of IT ambidexterity. Other contributions to theory and practice and avenues for future research are also discussed.“Retos de la Sociedad” of the Ministry of Economy, Industry and Competitiveness of the Government of Spai

Information technology-enabled explorative learning and competitive performance in industrial service SMEs: a configurational analysis

This is the author accepted manuscriptPurpose: As purveyors of knowledge-based and high value-added services to the manufacturing sector, industrial service small- and medium-sized enterprises (SMEs) must develop the information technology (IT) capabilities that, in combination with other non-IT capabilities, enable their capacity for organizational learning (OL) and for explorative learning in particular. In this context, this study aims to identify the different causal configurations that account for the nonlinear complex interplay of IT capabilities for exploration and strategic capabilities for explorative learning as they affect these firms’ competitive performance. Design/methodology/approach: Survey data obtained from 92 industrial service SMEs were analyzed with a configurational approach, using fuzzy set qualitative comparative analysis (fsQCA). Findings: As it allows for equifinality, the fsQCA analysis identified two sets of causal configurations that characterize the sampled firms’ explorative learning capability as it relates to competitive performance. In the first set, two configurations were equally associated with high innovation performance, whereas in the second set, four configurations were equally associated with high productivity. Originality/value: By viewing explorative learning as a dynamic capability that is enabled by the firm’s IT and strategic capabilities, the study contributes to OL theory by providing a more concrete or “operational” grounding, which allows for a greater practical applicability of this theory. By taking both the configurational and capability-based views of the OL-IT-performance causal framework, the authors provide an empirical basis for unraveling, explaining and understanding the complex non-linear relationships embedded within this framework

Multi-stakeholder Perspective on Responsible Artificial Intelligence and Acceptability in Education

This study investigates the acceptability of different artificial intelligence (AI) applications in education from a multi-stakeholder perspective, including students, teachers, and parents. Acknowledging the transformative potential of AI in education, it addresses concerns related to data privacy, AI agency, transparency, explainability and the ethical deployment of AI. Through a vignette methodology, participants were presented with four scenarios where AI's agency, transparency, explainability, and privacy were manipulated. After each scenario, participants completed a survey that captured their perceptions of AI's global utility, individual usefulness, justice, confidence, risk, and intention to use each scenario's AI if available. The data collection comprising a final sample of 1198 multi-stakeholder participants was distributed through a partner institution and social media campaigns and focused on individual responses to four AI use cases. A mediation analysis of the data indicated that acceptance and trust in AI varies significantly across stakeholder groups. We found that the key mediators between high and low levels of AI's agency, transparency, and explainability, as well as the intention to use the different educational AI, included perceived global utility, justice, and confidence. The study highlights that the acceptance of AI in education is a nuanced and multifaceted issue that requires careful consideration of specific AI applications and their characteristics, in addition to the diverse stakeholders' perceptions.Comment: 28 pages, 2 appendices, 3 figures, 5 tables, original researc

Accommodating practices during episodes of disillusionment with mobile IT

This study investigates how tablet users react when technology falls short of their expectations. We deploy a data/frame model to study this process and investigate resistance-related reactions and the deployment of accommodating practices at the individual level. Analyzing user blogs that provide narratives on user interaction with tablets, we identify triggers of episodes of disillusionment and illustrate five sensemaking paths that users follow, eventually leading to one of three practices: 1) users choose to defer tasks until the situation changes, or they abandon the platform altogether; 2) they develop workarounds at different levels of proficiency; or 3) they proceed by reframing their expectations of the platform. By revealing user decision-making process during episodes of disillusionment, the findings contribute to information systems post-adoption research. At a practical level, the findings inform IT artifact and application design by offering insights on how users process discrepancies between their expectations and actual use experience