A heuristic–systematic model of end-user information processing when encountering IS exceptions

IS exception management often relies on end-users for success. A key aspect of end-user management of IS exceptions is sufficient information processing before responding. However, end-users process information dynamically across different judgmental contexts and sometimes favor effort reduction over accuracy maximization. With today's IS tightly meshed with underlying organizational business processes, inappropriate end-user responses pose organizational risks. We therefore developed a theory-based research model which was designed to uncover the motivational mechanisms needed to provide effective information processing in this context. Empirical testing using 318 experienced users of Microsoft Excel supported our model.