Employee frustration with information systems: Appraisals and resources

Frustration experiences have important organizational and individual consequences, particularly in today's workplaces strongly reliant on information systems (IS). However, recent research has neglected the importance of this emotion in organizations. We propose a model of frustration with IS that considers its IS-related antecedents, consequences, and potential moderators. Drawing arguments from appraisal theory and conservation of resources theory, we propose a characterization of frustration through cognitive appraisals of IS in organizations. We suggest that both positive and negative responses to frustration can occur depending on its degree of activation, as well as individual and contextual factors, thus providing a holistic model of the IS frustration experience.