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Paul Benjamin Lowry

Virginia Tech, Business Information Technology, Faculty Member

The University of Hong Kong, School of Business, Faculty Member

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Paul is the Suzanne Parker Thornhill Chair Professor in Business Information Technology, and BIT Ph.D. Program Director

Paul has 120 journal articles published or forthcoming in MIS Quarterly (MISQ), Information Systems Research (ISR), J. of Management Information Systems (JMIS), J. of the Association for Information Systems (JAIS), Information Systems J. (ISJ), European J. of Information Systems (EJIS), J. of Strategic IS (JSIS), Decision Sciences J. (DSJ), Supply Chain Management (SCM), Intl. J. of Human-Computer Studies (IJHCS), J. of the American Society for Information Science and Technology (JASIST), various IEEE Transactions journals, Information & Management (I&M), Decision Support Systems (DSS), and others. Paul has a total of 202 publications, as follows: 108 journal articles, 84 conference / workshop articles, and 10 books/book chapters, or cases (of these, he has published 83 articles with 80 different undergraduate and graduate students).
Supervisors: Jay F. Nunamaker, Jr.
Address: Room KK804, K.K. Leung Building
Faculty of Business and Economics
The University of Hong Kong
Pokfulam, Hong Kong

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Top journal articles by Paul Benjamin Lowry

Understanding the Influence of Data Breaches on Patients’ Willingness to Share Protected Health Information: A Mixed Methods Study of a Construals Privacy Calculus Perspective

Information Systems Frontiers, 2025

Patients are increasingly faced with balancing the efficacy of their care against the privacy of ... more Patients are increasingly faced with balancing the efficacy of their care against the privacy of their protected health information (PHI). Research has established that healthcare data breaches erode patients’ willingness to share new health information, yet withholding PHI results in poorer medical outcomes. This study integrates construal level theory and privacy calculus to introduce a construals privacy calculus perspective of PHI sharing post-data breach. This perspective argues that contextual differences in breach characteristics affect patients’ perceived PHI risks and disclosure decisions. Results of a mixed-methods research design indicate that psychologically distant breaches are significantly less disruptive to disclosure intentions than psychologically closer data breaches. Perceived PHI sensitivity also serves as a model moderator based on qualitative interview data and a meta-inference post hoc analysis of our quantitative study. Overall, this study contributes to understanding PHI disclosure amidst increasing incidents of healthcare data breaches, where PHI disclosures and healthcare privacy are context- and situation-specific phenomena.

(2026). "The theory of privacy interests: A Heideggerian Onto-epistemological perspective toward privacy actions"

by Paul Benjamin Lowry and Quinton Nottingham

Journal of Management Information Systems, 2026

Prevailing information privacy theories have advanced understanding of how users evaluate privacy... more Prevailing information privacy theories have advanced understanding of how users evaluate privacy risks. Yet, they leave important aspects of user behavior insufficiently explained, particularly why some consumers proactively protect their personal information, whereas others remain passive despite expressing similar privacy concerns. Much of this research relies on privacy concerns as the primary indicator of privacy attitudes. Privacy concerns are crucial, but they largely capture users’ risk-focused evaluations of data collection, use, and disclosure. They therefore explain how users react to perceived privacy threats better than how users develop sustained engagement in protecting their privacy. We propose and test the Theory of Privacy Interests to explain this consumer-side engagement. By privacy interests, we mean users’ experiential engagement with protecting their personal information—the extent to which privacy protection is meaningful to them, they feel competent to pursue it, and they believe their actions can influence privacy outcomes. This construct refers to users’ privacy-protective interests, not to the economic or strategic interests of firms, platforms, or other producers that supply privacy-adjacent digital environments. Drawing on the Heideggerian onto-epistemological framework, we conceptualize privacy interests as experience-based, skillful engagement with privacy protection that develops through users’ repeated interactions with digital environments, privacy risks, and privacy-protective practices. We empirically examine privacy interests and privacy concerns as distinct but complementary constructs. Across three scale-development data collections and four survey studies with 3,922 participants, we find that privacy interests are more effective in explaining proactive privacy actions. In contrast, privacy concerns are more effective in explaining reactive privacy actions. This research operationalizes the Heideggerian onto-epistemological framework to shift attention from users’ risk evaluation to users’ sustained engagement in actualizing privacy protection. In doing so, our research offers a complementary explanation for variation in consumer privacy behavior and advances research on privacy attitudes, privacy actions, and the privacy paradox.

(2026). Words matter when gangs cyberbang: Predicting imminent urban violence from gang members’ social media postings of gang members posts

by Sherry Fowler and Paul Benjamin Lowry

Information & Management (I&M), 2026

The rise in violent crime across major U.S. cities, fueled mainly by gang members using social me... more The rise in violent crime across major U.S. cities, fueled mainly by gang members using social media to broadcast messages of loss and aggression, poses an urgent challenge. Although prior research has examined gang-affiliated social media content, there remains a crucial gap in identifying which posts serve as credible signals of impending violence. Addressing this gap is essential for enhancing community safety, improving resource allocation, and optimizing law enforcement strategies. This study introduces a novel research model grounded in a contextualized adaptation of signaling theory. The model identifies key indicators of credible signals, such as follower count, specific hashtags, and retweet counts, which correlate with gang-related aggression. Environmental factors, such as temperature, are also examined for their influence on violent crime escalation. Using this contextualized theory, we designed a machine learning model to predict violent crime counts, training it on a dataset of 143,700 gang-affiliated tweets and their accompanying text and metadata. This approach enables automated identification of credible social media signals related to gang violence. The findings contribute to theory and practice by offering new insights into social media credibility and its link to violent crime, and by demonstrating how such signals can be used for prediction. Furthermore, the predictive model provides law enforcement with advanced tools to anticipate crime and inform community-based prevention strategies and policy development.

(2026) "Fostering Information Disclosure in Telemental Healthcare Settings: How Telehealth Can Mitigate the Deleterious Effects of Stigma

by Ryan Raimi and Paul Benjamin Lowry

Journal of Management Information Systems (JMIS), 2026

Insufficient patient disclosure and persistent stigma undermine effective mental health care, a c... more Insufficient patient disclosure and persistent stigma undermine effective mental health care, a challenge magnified during the COVID-19 pandemic. Telehealth offers a promising avenue to reduce access barriers and improve equity, yet its effectiveness depends on patients’ willingness to disclose sensitive information online. This study develops a middle-range, contextually adapted version of the disclosure processes model (DPM) to explain and predict how stigma and technological features shape online self-disclosure in mental health settings. We conducted a randomized web-based experiment with 309 participants who viewed a video vignette depicting a consultation between a patient and a psychiatrist. The vignette manipulated diagnosis (ADHD vs. schizophrenia) and consultation mode (in-person vs. virtual). Results show that willingness to disclose increases with greater trust in technology, higher perceived social presence, and richer communication media. Initial disclosure goals align with differing levels of technological trust and self-disclosure. However, perceived stigma weakens these positive relationships, reducing patients’ readiness to share sensitive information. The research advances theory by extending the DPM into a context-specific, middle-range information systems framework that integrates stigma and media characteristics in online mental health care. Practically, the findings identify key communication features—such as social presence, richness, and trust in telehealth platforms—that can be calibrated to foster disclosure of stigmatized information. These insights inform the design and implementation of telehealth services that promote open communication and improve treatment engagement in mental health and other stigma-laden domains.

(2025). Proposing a design theory for a human-learning-guided virtual negotiator for online trading platforms

ACM Transactions on Management Information Systems, 2025

Negotiation-based transactional mechanisms provide flexibility and economic benefits to both sell... more Negotiation-based transactional mechanisms provide flexibility and economic benefits to both sellers and buyers on online trading platforms. Although automated negotiation is a highly desired feature among online platform providers, the complexity and un- certainty of human behavior in human-to-computer (HtC) negotiation make it a problematic solution. This study proposes a design theory for a human-learning guided virtual negotiator (HLG-VN) framework that emulates human learning using multiple machine learning (ML) techniques that collectively mimic four human learning activities: didactic, feedback, observational, and analogical learning. Fol- lowing the design science research methodology, we built an instantiation system for the proposed design theory and empirically tested it using experiments based on HtC negotiations. The empirical results show that our system outperformed the benchmark system in terms of both economic and some key social-psychological outcomes. Furthermore, the experiment results confirm the effectiveness and cor- rectness of the HLG-VN framework. The proposed design theory provides a theoretical base for using ML techniques to build a virtual negotiator agent for an automated negotiation system. Thus, various agents could be designed and developed based on the theory for online trading platforms, thus improving negotiation efficiency and reducing transaction costs.

(2025) Are Negative Reviews Always Helpful? Effects of Emotional Arousal on the Usefulness of Negative Reviews and How Merchants Should Respond

by Zhanhe Du, Lixu Li, and Paul Benjamin Lowry

Journal of Business Research, 2025

In the rapidly evolving digital marketplace, understanding consumer behavior in response to negat... more In the rapidly evolving digital marketplace, understanding consumer behavior in response to negative reviews is of considerable practical and academic importance. Negative reviews influence consumer decision-making, but not all are accurate or helpful. Moreover, the interplay between emotional arousal and the perceived utility of negative reviews, particularly for high-risk purchases and costly products, remains largely unexplored. Addressing this gap, our study leverages attribution theory to scrutinize the curvilinear relationship between emotional arousal and the usefulness of negative reviews in high-risk purchases. We employed a robust mixed-methods design comprising three different studies aimed to triangulate further and understand these phenomena: Study 1 involved an objective content analysis of 6,147 negative reviews from prominent Chinese e-commerce platforms; Study 2 was a controlled scenario-based experiment with 99 consumers, aimed to test the underlying causal relationships; finally, Study 3 involved in-depth qualitative interviews and coding with 60 consumers. Our findings demonstrate an inverted U-shaped relationship between emotional arousal and the perceived utility of negative reviews in high-risk purchase scenarios. This relationship is mediated by prosocial motives, emphasizing that emotionally aroused consumers will likely find negative reviews helpful only up to a certain point, after which the utility diminishes. Notably, positive merchant responses serve as a crucial moderating variable in the emotional arousal-negative review usefulness relationship and the connection between prosocial motives and review usefulness. Our study advances the online review literature by offering nuanced insights into the complex relationship between emotional arousal and the utility of negative reviews in high-risk purchase scenarios. Our results have immediate implications for e-commerce platforms, enabling them to convert the challenge posed by negative reviews into actionable opportunities through informed response strategies.

The "Signalgate" Case is Waving a Red Flag to All Organizational and Behavioral Cybersecurity Leaders, Practitioners, and Researchers: Are We Receiving the "Signal" Amidst the Noise

Preprint, 2025

The Signalgate incident of March 2025, wherein senior US national security officials inadvertentl... more The Signalgate incident of March 2025, wherein senior US national security officials inadvertently disclosed sensitive military operational details via the encrypted messaging platform Signal, highlights critical vulnerabilities in organizational security arising from human error, governance gaps, and the misuse of technology. Although smaller in scale when compared to historical breaches involving billions of records, Signalgate illustrates critical systemic issues often overshadowed by a focus on external cyber threats. Employing a case-study approach and systematic review grounded in the NIST Cybersecurity Framework (CSF), we analyze the incident to identify patterns of human-centric vulnerabilities and governance challenges common to organizational security failures. Findings emphasize three critical points: (1) organizational security depends heavily on human behavior, with internal actors often serve as the weakest link despite advanced technical defenses; (2) leadership's tone strongly influences organizational security culture and efficacy; and (3) widespread reliance on technical solutions without sufficient investments in human and organizational factors leads to ineffective practices and wasted resources. From these observations, we propose actionable recommendations for enhancing organizational and national security, including strong leadership engagement, comprehensive adoption of zerotrust architectures, clearer accountability structures, incentivized security behaviors, and rigorous oversight. Particularly during periods of organizational transition-such as mergers or large-scale personnel changesadditional measures become particularly important. In conclusion, Signalgate underscores the need for leaders and policymakers to reorient cybersecurity strategies toward addressing governance, cultural, and behavioral 2 risks. Failure to do so perpetuates costly security failures and intensifies global vulnerabilities in a fragile security environment.

format_quoteSignalgate reveals systemic organizational security failures stemming from human error, not just external threats, impacting national security decision-making.format_quote

(2025) Heeding the Messenger: The Influence of Sender Characteristics on Security Message Compliance Intentions

by Qin Weng and Paul Benjamin Lowry

Information Systems Journal, 2025

How security messages can be used to motivate information technology (IT) users’ security behavio... more How security messages can be used to motivate information technology (IT) users’ security behaviour has been of keen interest to IS research. To that end, studies have focused on the content of security messages; however, few studies have examined the influence of message senders. In this paper, we build on social influence theory and integrate it with the concept of inferences of manipulative intent (IMI) to develop a model that examines how perceptions of sender characteristics—cybersecurity expertise, coercive power, and similarity—can yield positive and negative influence on message outcomes, captured in recipients’ message compliance intentions. We test our model in four different studies using field and scenario experiments across three target populations: the general public, students, and employees. Perceived expertise, power, and similarity had similar effects among the general public and students: Perceived expertise was positively associated with message outcomes, but perceived power and similarity were negatively associated. In contrast, employees reacted differently from the general public and students in that they responded positively to perceived power, with perceived expertise and similarity having negligible effects. Across these three target populations, we found that participants reacted to senders high in perceived power and similarity with IMI, which reduced their message compliance intentions. Our results suggest that senders must be chosen carefully, depending on the target population, because selecting the wrong sender can increase the likelihood of a message being rejected.

format_quoteExpertise positively influences compliance intentions, while power negatively impacts it, indicating complex sender characteristics interactions.format_quote

(2025) A Visual Literature Review on Continuous Intention to Use Online Learning Systems

Journal of Global Information Management (JGIM), 2025

This study examines factors influencing continuous intention to use (CITU) e-learning systems in ... more This study examines factors influencing continuous intention to use (CITU) e-learning systems in universities and professional organizations through a systematic literature review (SLR) of studies from 2004 to 2022. Using a novel graphical synthesis method, we reconstruct the nomological network to map key constructs, revealing a predominant focus on utilitarian motivations like satisfaction and perceived usefulness. Key gaps include limited research on CITU outcomes, system characteristics, and intrinsic motivations. Most studies assume voluntary use, despite non-voluntary contexts in education and training. Additionally, longitudinal and mixed-methods studies remain scarce, with geographic coverage heavily skewed toward Asia. Our contributions include a novel graphical synthesis for visualizing research gaps and actionable recommendations for advancing CITU research in e-learning.

(2025) Understanding the Postadoption Use of Gamified Learning Systems Against the Conflicting Role of the Game Layer

by Paul Benjamin Lowry and Jie Zhang

Information & Management, 2025

Gamification is driving widespread application adoption, with a $70.4 billion projected market by... more Gamification is driving widespread application adoption, with a $70.4 billion projected market by 2030. However, the consequences of gamification on sustained use beyond initial adoption remain largely unclear. This study explores how the game layer may induce psychological fatigue and hinder continued use, particularly in learning systems. Drawing on self-determination theory and cognitive load theory, we analyzed the perceptions of 307 Duolingo users. The results reveal mixed impacts of the game layer on postadoption usage, influenced by gaming motivation and perceived learning complexity. This research underscores the nuanced effects of gamification and offers insights for improving gamified learning system design.

(2025) Uncovering the double-edged effects of nonhedonic social media use on knowledge workers’ depression through the conservation of resources theory

Information & Management, 2025

Leveraging the conservation of resources theory, this study investigates the influence of non-hed... more Leveraging the conservation of resources theory, this study investigates the influence of non-hedonic social media (SM) uses, namely broad socialization, deep communication, information retrieval, and information sharing, on forming knowledge-working professionals’ depression through SM overload and strain. The analysis of a two-wave data collection with 440 participants suggests that broad socialization and information sharing have both positive and negative effects indirectly on depression. In contrast, deep communication and information retrieval are beneficial in reducing depression. Our study contributes to the existing literature by exploring the distinct effects of the four non-hedonic social media use on depression.

format_quoteNuanced findings show broad socialization mitigates depression while adding overload, whereas deep communication benefits mental well-being.format_quote

(2025). "Essential Validation Criteria for Rigorous Covariance-based Structural Equation Modeling"

by Paul Benjamin Lowry and Warren Rosengren

Information Systems Journal, 2025

Covariance-based structural equation modeling (CB-SEM) is a robust analytical technique for valid... more Covariance-based structural equation modeling (CB-SEM) is a robust analytical technique for validating complex measurements and theoretical models. Despite criticisms regarding overfitting, misspecifica-tion, and sample size limitations, SEM remains invaluable for rigorous theoretical model testing when applied correctly. This Methods Article aims to streamline the extensive SEM criteria into essential con-siderations segmented across three critical stages: data preparation, measurement validation, and struc-tural modeling. This provides scholars with a comprehensive guide tailored to meet the stringent re-quirements of top-tier scientific journals. We outline data design considerations, progress through key SEM processes, and conclude with guidelines for testing specific hypotheses. We also illuminate rele-vant validation criteria for each stage, forming a foundational framework for rigorous SEM analysis. Ne-glecting any of these criteria can trigger irreversible analytical errors. We provide examples of how missing some criteria can drastically change results. We also demonstrate an ongoing issue with inade-quate reporting of these criteria in IS journals, exacerbating these issues. Currently, SEM instruction is dispersed across numerous books and articles across different fields and decades, often with complex explanations. Our principal contribution is consolidating a comprehensive set of validation criteria into an articulated guide for scholars not yet proficient in SEM. However, this is not a step-by-step walkthrough for advanced SEM users. We advocate for a structured, transparent reporting system for these criteria, shifting the responsibility for methodological clarity onto the author and facilitating a more precise understanding for readers. Our recommendations aim to enhance the integrity of SEM applica-tions in research by elevating reporting standards.

format_quoteCB-SEM, despite its limitations, remains the optimal method for theory testing due to its confirmatory nature and ability to model complex constructs.format_quote

(2025). "Understanding the Postadoption Use of Gamified Learning Systems Against the Conflicting Role of the Game Layer"

Information & Management, 2025

Gamification is driving widespread application adoption, with a $70.4 billion projected market by... more Gamification is driving widespread application adoption, with a $70.4 billion projected market by 2030. However, the consequences of gamification on sustained use beyond initial adoption remain largely unclear. This study explores how the game layer may induce psychological fatigue and hinder continued use, particularly in learning systems. Drawing on self-determination theory and cognitive load theory, we analyzed the perceptions of 307 Duolingo users. The results reveal mixed impacts of the game layer on postadoption usage, influenced by gaming motivation and perceived learning complexity. This research underscores the nuanced effects of gamification and offers insights for improving gamified learning system design.

format_quoteLearning motivation reduces discontinuance intention; gaming motivation shows a complex relationship with this intention.format_quote

(2025) Uncovering the Effects of Non-hedonic Social Media Use on Knowledge Workers’ Depression through the Conservation of Resources Theory

by Bao Feng, Paul Benjamin Lowry, and Yang Xuan

Information & Management, 2025

Leveraging the conservation of resources theory, this study investigates the influence of non-hed... more Leveraging the conservation of resources theory, this study investigates the influence of non-hedonic social media (SM) uses, namely broad socialization, deep communication, information retrieval, and information sharing, on forming knowledge-working professionals’ depression through SM overload and strain. The analysis of a two-wave data collection with 440 participants suggests that broad socialization and information sharing have both positive and negative effects indirectly on depression. In contrast, deep communication and information retrieval are beneficial in reducing depression. Our study contributes to the existing literature by exploring the distinct effects of the four non-hedonic social media use on depression.

(2024) Achieving Strategic Alignment between Business and Information Technology with Information Technology Governance: The Role of Commitment to Principles and Top-Leadership Support

by Michelle Lowry and Paul Benjamin Lowry

European Journal of Information Systems, 2025

IT governance (ITG) is crucial in achieving IT strategic alignment, but many organizations find t... more IT governance (ITG) is crucial in achieving IT strategic alignment, but many organizations find this to be an elusive goal. We thus expand ITG into two components: ITG mechanisms and ITG principles. We propose that beyond the mere option of ITG mechanisms, organizations must fully embrace the broader “spirit” of ITG, which occurs when an organization is committed to ITG principles coupled with top leadership support. To test our theorization, we first developed and validated two new measures. We used the ITG framework of COBIT to create a measure of commitment to COBIT principles (CCP), and we found that CCP fully mediates ITG mechanisms’ relationship with strategic alignment. We thus illuminate a missing link between adopting ITG mechanisms and achieving strategic alignment by demonstrating the need to focus on ITG principles. We show that top leadership support for IT, including support at the board level, not only enhances CCP but also directly contributes to improved strategic alignment. Our study establishes that adopting ITG mechanisms is necessary but insufficient for achieving strategic alignment. Effective organizations go beyond implementing isolated ITG mechanisms; they fully embrace integrated COBIT-based principles, guided by a strong infusion of top leadership support, including board-level support.

(2024) “Balancing fear and confidence: A strategic approach to mitigating human risk in cybersecurity"

by Paul Benjamin Lowry and Yan Chen

MISQ Executive, 2025

Despite technological advances, cybersecurity breaches persist, with human actions often being th... more Despite technological advances, cybersecurity breaches persist, with human actions often being the weakest link. Educational programs and policies have been ineffective in reducing threats, as shown by rising trend data breaches and costs, averaging $9.48 million in 2023. The growing threat persists despite the plethora of tools and techniques, indicating a need for a strategic shift. Drawing on interviews with C-level IS executives and earlier experimental research, this paper advocates for greater care in warning users about security dangers, and simultaneously building their confidence in their ability to improve their cybersecurity safety. Managers must carefully balance their communications, instilling appropriate concern without causing excessive fear or negativity.

(2025) Long Live the Metaverse: Identifying the Potential for Market Disruption and Future Research

by Paul Benjamin Lowry and Wai Boh

Journal of Management Information Systems, 2025

The Metaverse represents a transformative frontier, blending physical and virtual realities into ... more The Metaverse represents a transformative frontier, blending physical and virtual realities into immersive, persistent digital environments. This article explores the foundational components, emerging markets, and critical challenges shaping the Metaverse’s evolution. Although initial industry enthusiasm has been tempered by financial setbacks and shifting priorities toward generative AI, the Metaverse remains nascent, following a familiar hype cycle with other disruptive technologies. Drawing parallels with historical technological breakthroughs, we argue that continued hardware, software, and telecommunications advancements will unlock the Metaverse’s potential for profound societal and economic impact. We explore the potential for business approaches and collaborative efforts across various market sectors, including consumer goods and commercial services, as well as healthcare and industrial realms. To do so, we explain how technologies like virtual reality (VR), augmented reality (AR), and extended reality (XR) increase user participation through consuming content that creates a sense of presence while at the same time outlining Metaverse challenges, risks, technological difficulties, and sociotechnical factors. By dissecting specific use cases and proposing strategies for managing challenges like data privacy, security, and inclusivity, we chart a path for researchers and practitioners to foster innovation. The article concludes with a call to action for researchers to lead visionary efforts, urging them to anticipate and shape the future possibilities of the Metaverse beyond current technological and market constraints. By breaking down the Metaverse into targeted applications, this work provides a roadmap for advancing theory, design, and practice to unlock the Metaverse’s full disruptive potential. We challenge the notion that the Metaverse is “dead,” instead framing it as an enduring societal and economic transformation catalyst.

format_quoteMeta's Metaverse division incurred over $45 billion in losses from 2020 to 2024, sparking debate on the Metaverse's viability and focus shift to GenAI.format_quote

(2024) "The influence of ERP-vendor contract compliance and transaction-specific investment on vendee trust: A signaling theory perspective,” Information & Management (I&M)

by Xiaolin Li, Paul Benjamin Lowry, and Fujun Lai

Information & Management, 2024

The successful implementation of Enterprise Resource Planning (ERP) systems is significantly pred... more The successful implementation of Enterprise Resource Planning (ERP) systems is significantly predicated on establishing customer trust, a challenge particularly accentuated in mainland China due to its distinct business and legal environment and a noted high failure rate of ERP projects. Whereas contracts and transaction-specific investments are common strategies to build this trust, their effectiveness remains contested in the existing literature. Specifically, the underlying mechanisms through which detailed contracts influence trust are still not clearly understood. To address these gaps, our study employs signaling theory to conceptualize a model that elucidates how contract completeness, vendor contract compliance, and transaction-specific investment act as trust-building signals in ERP vendor–vendee relationships within the Chinese context. Furthermore, we introduce ownership type as an additional variable, evaluating its influence in shaping customer trust. Our empirical analysis draws on data from 208 Chinese organizations engaged in ERP implementations, revealing nuanced findings. Notably, the vendor’s ownership type, quantified by the degree of foreign ownership, negatively moderates both the results of contract completeness on contract compliance and the subsequent mediation effect on trust, thereby highlighting the critical influence of cultural factors. This study is among the pioneering empirical investigations into the synergistic roles of contract compliance and ownership type in mediating the relationship between contract completeness and trust. Our insights provide a robust foundation for understanding the complexities of contractual and relational governance in ERP vendor–vendee relationships, and we recommend targeted strategies for both vendors and customers to enhance trust in this critical business domain.

(2024) The role of dissonant relational multiplexity in information system implementation failures: Insights from a grounded theory approach,

Journal of the Association for Information Systems (JAIS) , 2024

In this study we investigate information system (IS) failures by leveraging a novel construct—dis... more In this study we investigate information system (IS) failures by leveraging a novel construct—dissonant relational multiplexity (RM)—to develop a unique perspective of these failures. Dissonant RM exists when two organizational stakeholders have multiple types of relationships that are in conflict. To investigate the salience of dissonant RM in IS failures, we use a case study combined with the analysis procedures of the grounded theory methodology (GTM) to examine a major failure in enterprise resource planning (ERP) implementation. Our analysis and theorization highlight that RM became increasingly dissonant in the relationships between key organizational stakeholders because of a shift in technological frames, which represent cognitive perceptions about technology. Further, a key insight from our findings is that the move to dissonant RM occurred through a process that we term relational unbalancing. In addition, we also find evidence of an opposing relational balancing process that was used by stakeholders to address dissonant RM. Such stakeholder efforts were often undermined by inherent constraints in the implemented technology. The relational balancing efforts were not productive, and the dissonant RM continued to exist, ultimately contributing to the failure of the ERP implementation. Our study shows that IS failures are characterized by elements of both determinism and indeterminism, are undoubtedly sociotechnical in nature, and are shaped by technological constraints and stakeholder perceptions of those constraints. From a practical standpoint, our study highlights the importance of managing multiplex stakeholder relationships in an IS implementation process, especially when the multiplexity is shaped by the technology.

(2025) Enhancing Team Creativity among Information Technology Professionals through Knowledge Sharing and Motivational Rewards: A Self-determination Perspective

Data & Information Management, 2025

This study aims to investigate how to leverage knowledge sharing (KS) to boost team creativity am... more This study aims to investigate how to leverage knowledge sharing (KS) to boost team creativity among information technology (IT) professionals. We examine the effects of intrinsic and intangible extrinsic rewards on in-role and extra-role KS, which increases team creativity. We use data collected from 322 employees in 80 teams from organizations in the IT industry to test the research model and confirm the important roles of KS and motivational rewards. The two types of KS show different patterns in terms of their antecedents and outcomes. Specifically, in-role KS does not affect team creativity directly, while extra-role KS does. Intrinsic rewards significantly affect both in-role and extra-role KS, and the effect on the latter is greater. Image rewards have a greater effect on in-role KS than on extra-role KS. In addition, the two forms of intangible extrinsic rewards exhibit internalization. The study pioneers in addressing a pressing research gap by investigating and comparing the effects of the two types of KS-in-role and extrarole KS-on team creativity.