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Accommodating Practices During Episodes of Disillusionment with Mobile IT

Zamani, Efpraxia D.; Pouloudi, Nancy; Giaglis, George; Wareham, Jonathan


Nancy Pouloudi

George Giaglis

Jonathan Wareham


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.


Zamani, E. D., Pouloudi, N., Giaglis, G., & Wareham, J. (2021). Accommodating Practices During Episodes of Disillusionment with Mobile IT. Information Systems Frontiers, 23(2), 453-475.

Journal Article Type Article
Online Publication Date Dec 2, 2019
Publication Date 2021-04
Deposit Date Oct 3, 2023
Journal Information Systems Frontiers
Print ISSN 1387-3326
Electronic ISSN 1572-9419
Publisher Springer
Peer Reviewed Peer Reviewed
Volume 23
Issue 2
Pages 453-475
Keywords Computer Networks and Communications; Information Systems; Theoretical Computer Science; Software
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