Trust in human-computer interactions as measured by frustration, surprise, and workload
FAC'11 Proceedings of the 6th international conference on Foundations of augmented cognition: directing the future of adaptive systems
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Systems analysis and design (SAD) is often considered to be a technical task; indeed, in many cases exposure to SAD at the college level is an extension of a programming and database management course. Most information systems (IS) professionals would agree, however, that SAD requires communication skills, management skills, and organizational skills in addition to analytical and technical abilities. Further complicating the social dynamics of the situation, many systems are now developed by outsourcing partners, who work with management in virtual team environments. The authors recently met with the CIO of a major financial services firm, who stated that “Vendor management is the single most important skill … (my) IS management teams need to develop”. This research presents a theoretical framework for examining the relationship between management and systems developers, in particular applying a model of trust to explain behaviors from both party's perspectives. In addition, this research tests that framework within the context of a controlled setting.