Users experience frequently occurring problems and frustrating experiences with the IT they use. This paper develops a model of coping mechanisms in which users are likely to engage during these stressful encounters. Our model employs a dynamic approach to coping, indicating how coping mechanisms can change and be updated as the situation unfolds and is reappraised. Furthermore, our model points out the possibility that some stressful encounters can later be re-appraised as positive given certain circumstances (such as learning new IT functionality). This paper ends with a discussion of practical implications and proposes ways in which the model can be tested.
['Ana Ortiz de Guinea', 'Jane Webster']
A Model of Coping with Technological Interruptions