Trial-Period Technostress: A Conceptual Definition and Mixed-Methods Investigation

Abstract

Application abstract: A large number of electronic devices are rejected and returned to the seller in the first weeks of trial use, which costs organizations millions of dollars. We aimed to identify the causes behind those returns and find that stress during the trial period is a major contributing factor. Users are stressed as they need to learn how to use the electronic device, integrate it into their daily life, and take care of privacy issues. All that creates stress and makes users feel unhappy with using the electronic device so that they will send it back to the seller. In particular, we see in our results that individuals who are not innovative in using IT in general and have a low willingness to learn using the new electronic device tend to send back electronic devices in the first weeks of the trial period. When discussing those results with individuals who had sent back tablet devices, we see that stress in the trial period can even overwhelm positive thoughts. So, with our results, we conclude that stress in the trial period has many causes that are often responsible for returning electronic devices.