期刊
JOURNAL OF ORGANIZATIONAL COMPUTING AND ELECTRONIC COMMERCE
卷 20, 期 2, 页码 182-207出版社
TAYLOR & FRANCIS INC
DOI: 10.1080/10919391003711050
关键词
critical incident technique; email; user survey
Information systems research is often criticized for its high rigor, but low relevance. One approach to overcome the low relevance issue is to employ sound qualitative methods, out of which this study focuses on the critical incident technique (CIT) that has mostly been overlooked in IS research. The primary goal of this study is to demonstrate and validate the usage of the critical incident technique in the management information systems domain. The secondary objective is to develop a number of practical recommendations for email service providers and to offer novel theoretical insights that may be employed in future research. To this end, 107 positive and 113 negative critical incidents pertaining to email usage were collected and analyzed through classical content analysis techniques. Overall, this investigation validates the usage of the CIT in the MIS field and presents practical and theoretical recommendations.
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