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Purpose
– The purpose of this paper is to develop and evaluate an integrated computer abuse model that incorporates both organizational abuse settings and the psychological processes of the abuser.


Design/methodology/approach
– The paper developed an emote opportunity (EO) model through a comprehensive literature review and conducted a case study to evaluate the explanatory and prescriptive usefulness of the model.


Findings
– The EO model helps explain the interaction between organization-centric factors and individual-centric factors. It also helps explain how potential computer abusers elicit an emotion process component that ultimately contributes to computer abuse behaviors. The model connects both organizational external regulation processes and individual internal regulation processes to emote process components of potential abusers.


Research limitations/implications
– The study considers only organizational computing resources as the target of computer abuse. The model is evaluated by historical data from a computer abuse case. Future research with contemporary empirical data would further evaluate these findings. Organizations should be aware of the opportunities they create for abuse and the emotional state-of-mind of potential abusers within organizations.


Practical implications
– Organizations should take a holistic approach that incorporates personal emotions and organizational abuse opportunity settings to prevent computer abuse.


Originality/value
– A multilevel, integrated EO model incorporating organizational environment and individual emotion processes provides an elaborated and holistic understanding of computer abuse. The model helps organizations consider the emotional state-of-mind of abusers as well as their organizational situation.

This volume in the Advances in Management Information Systems series covers the managerial landscape of information security.

Purpose– The purpose of this paper is to suggest that translating a design theory (DT) into practice (e.g. creating an instance design artifact (IDA)) is hardly straight-forward and requires substantial creativity. Specifically the authors suggest that adopting a DT embodies a creativity passdown effect in which the creative thinking of a team of design theorist(s) inherent in DT invokes a creative mind of a team of artifact instance designer(s) in creating an IDA. In this study, the authors empirically investigate the creativity passdown effect through an action case in which a DT (DT nexus) was applied in creating an IDA (multi-outsourcing decision-making tool).Design/methodology/approach– The case methodology applied here is described as an action case. An action case is a hybrid research approach that combines action research and interpretive case approaches. It combines intervention and interpretation in order to achieve both change and understanding. It is a form of soft field experiment with less emphasis on iteration and learning and more on trial and making. The approach is holistic in philosophy, and prediction is not emphasized. The intervention in the case was that of an instance designer team introducing a previously published DT as a basis for creating an IDA.Findings– The experience in the action case suggests that using a DT in creating an IDA may encourage design thinking, and in certain way increase its power and practical relevance by fostering the creative mind of instance designers. Indeed, DTs provide a scientific basis for dealing with an instance problem, and this evokes the creativity mind of instance designers. Without such a scientific basis, it is a lot more challenging for instance artifact designers to deal with instance problems.Research limitations/implications– This study contributes to the literature concerning design science research, as it challenges the notion that adopting scientific design knowledge limits creativity inherent in creating IDA by illustrating creative elements involved in adopting DT as a basis for creating IDAs.Practical implications– This study offers implications to practice, as it provides new insights regarding how DT can be used in instance design activities.Originality/value– A report of this research previously appeared as a conference paper. However, the attached journal version has been completely rewritten to additionally contribute to the literature concerning design science research beyond the conference version. More specifically, in this version, the authors conceptualize adopting a DT to build an IDA as a theoretical basis, and the authors challenge the notion that adopting scientific design knowledge limits creativity inherent in creating IDA by illustrating creative elements involved in executing DT as a basis for creating IDAs.

PurposeThe purpose of this paper is to develop and empirically test a process model (comprising of seven dimensions), for identifying online customer engagement patterns leading to recommendation. These seven dimensions are communication, interaction, experience, satisfaction, continued involvement, bonding, and recommendation.Design/methodology/approachThe authors used a non-participant form of netnography for analyzing 849 comments from Australian banks Facebook pages. High levels of inter-coder reliability strengthen the study's empirical validity and ensure minimum researcher bias and maximum reliability and replicability.FindingsThe authors identified 22 unique pattern of customer engagement, out of which nine patterns resulted in recommendation/advocacy. Engagement pattern communication-interaction-recommendation was the fastest route to recommendation, observed in nine instances (or 2 percent). In comparison, C-I-E-S-CI-B-R was the longest route to recommendation observed in ninety-six instances (or 18 percent). Of the eight patterns that resulted in recommendation, five patterns (or 62.5 percent) showed bonding happening before recommendation.Research limitations/implicationsThe authors limited the data collection to Facebook pages of major banks in Australia. The authors did not assess customer demography and did not share the findings with the banks.Practical implicationsThe findings will guide e-marketers on how to best engage with customers to enhance brand loyalty and continuously be in touch with their clients.Originality/valueMost models are conceptual and assume that customers typically journey through all the stages in the model. The work is interesting because the empirical study found that customers travel in multiple different ways through this process. It is significant because it changes the way the authors understand patterns of online customer engagement.