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Improving end-user satisfaction through technostress prevention: some empirical evidences

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Abstract

Emerging information and communication technologies (ICTs) make it possible for many business end-users to get connected anytime, anywhere. While the pervasive new ICTs have the potential to offer significant end-user performance gains, they also bring some negative side effects such as technostress: a cognitive reaction that an individual experiences when he or she is unable to cope with or adapt to new ICT. Given the importance of end-user satisfaction (EUS) to system success, this paper attempts to explore the impact of a set of technostress creators on EUS, and the effect of some technostress inhibiting mechanisms (e.g. end-user training, end-user help-desk and end-user involvement) on alleviating the negative impact of technostress on EUS. Empirical data were collected through questionnaire survey to help answer the research question.