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Information Systems research on emotions in relation to using technology largely holds essentialist assumptions about emotions, focuses on negative emotions and treats technology as a token or as a black box, which hinders an in-depth understanding of distinctions in the emotional experience of using artificial intelligence (AI) technology in context. This research focuses on understanding employees' emotional experiences of using an AI chatbot as a specific type of AI system that learns from how it is used and is conversational, displaying a social presence to users. The research questions how and why employees experience emotions when using an AI chatbot, and how these emotions impact its use.

An interpretive case study approach and an inductive analysis were adopted for this study. Data were collected through interviews, documents review and observation of use.

The study found that employee appraisals of chatbots were influenced by the form and functional design of the AI chatbot technology and its organisational and social context, resulting in a wider repertoire of appraisals and multiple emotions. In addition to positive and negative emotions, users experienced connection emotions. The findings show that the existence of multiple emotions can encourage continued use of an AI chatbot.

This research extends information systems literature on emotions by focusing on the lived experiences of employees in their actual use of an AI chatbot, while considering its characteristics and its organisational and social context. The findings inform the emerging literature on AI.

In the aftermath of the global financial crisis, transparency became a rhetorical token used to provide a solution to financial problems. This study examines how transparency materialized in the context of the European securitization industry, which was largely blamed for the credit crunch. The authors show that although transparency was broadly associated with a political call for financial system reform, in the European securitization industry it provided the basis on which to repurpose its market infrastructure. The authors introduce the concept of transparency work to show that transparency is a market achievement organized as a standardization network of heterogeneous actors aiming at establishing a new calculative infrastructure for managing credit risk. Combining insights from information infrastructure research and Economic Sociology, the authors contribute to a distributed and networked understanding of information infrastructure development.

Technology acceptance model (TAM) has been described as one of the most influential theories in information systems (IS), but new studies have suggested that the simplicity of this theory, which helped predict users' acceptance, has actually hindered research progress on the complex issues involved and called researchers to go beyond TAM to open the black box of systems use. The purpose of this paper is to argue that TAM studies implicitly assume a linear straightforward relationship between intentions to adopt and use IS and actual use. It aims to explore this relationship and investigate the possible existence of factors that could moderate the impact of initial intentions on actual IS use.

The paper follows the interpretive research tradition. It investigates a case of an e‐procurement system that was initially accepted for its usefulness and ease of use. The system was later rejected and not put in any significant use when it went live.

Data analysis reveals the complex ramification of systems configuration and business process change that could affect system use – reversing its initial acceptance and positive intention to use.

The paper provides insight into system acceptance and use in mandatory and workplace contexts. It demonstrates that the move from the initial acceptance to actual use is more problematic than TAM suggests. It provides a novel conceptualisation of business processes as holders of social and technical networks that constitute actors' performing power.

Organisational integration has been presented as a key imminent outcome of implementing ERP systems. This study aims to examine critically this notion of integration by focusing on the role of the social fabric of the organisation in the implementation of ERP systems and, in particular, its integration capability.

This study examines the case of a successful ERP implementation in a large international organisation through the analytical lens of actor network theory and the introduction of the concept of “organisational othering”.

The study argues that the institutionalised marginalisation of some business units within the organisation created a highly political and largely dis‐integrated social context for the ERP implementation, which contrasts with the system logic of integration, transparency, and coordination. It reveals that this organisational practice of dis‐integration can be reproduced and inscribed in the implemented ERP system, thereby hindering the realisation of its integration capability.

The research contributes to the emerging critical studies of ERP systems and the ongoing discussion on IS implementation politics and intra‐group conflict by suggesting that configuring integrated systems such as ERP in such a context requires careful consideration and delicate management in order to achieve a workable version of integration that is socially and organisationally acceptable.