Background: Mobile health (mHealth) applications have emerged as powerful tools in healthcare delivery, particularly in disaster zones where infrastructure is compromised and conventional health systems are disrupted. Their ability to provide remote access, real-time communication and data-driven decision support makes them especially valuable in resource-constrained settings. Objectives: This systematic review analyses the current landscape of mHealth applications deployed in disaster settings, focusing on their categories, implementation challenges, governance frameworks and effectiveness in supporting victims and healthcare providers. Method: Peer-reviewed studies published between 2010 and 2025 were systematically screened and analysed according to application type, operational outcomes, governance mechanisms and contextual challenges. Findings were synthesised to identify patterns of effectiveness, barriers to implementation and governance gaps. Results: Four main categories of mHealth tools were identified: emergency medical services, health surveillance systems, resource coordination platforms and telemedicine solutions. Evidence indicates that these applications enhance disaster response by improving triage, outbreak monitoring, supply coordination and remote consultation. Persistent challenges include poor connectivity, limited interoperability, the absence of standardised protocols, weak governance and sustainability issues. Conclusion: mHealth applications show considerable potential to strengthen healthcare delivery in disaster zones but require robust governance and sustainable implementation strategies to realise this potential. Contribution: The review contributes to the growing evidence on digital health in humanitarian crises and proposes a conceptual governance framework to guide policymakers, healthcare providers and developers in optimising mHealth use in disaster management.
Background: Although insurers increasingly adopt Robotic Process Automation (RPA) to improve efficiency and accuracy in insurance claims handling, implementation projects may fail when information flows, data practices, technical capabilities and operational processes are poorly governed (hereinafter challenges). These challenges can create misalignment between business and information technology (IT) objectives and limit the sustained value of RPA initiatives. Objectives: Building on prior research that identified key RPA implementation challenges, this study developed a theoretically informed governance framework to assist insurers in governing and managing RPA within the insurance claims-handling process. Method: This study adopted a qualitative, non-empirical research design informed by a structured literature review. Governance guidelines were developed based on insights from the literature and mapped to the Control Objectives for Information and Related Technologies 2019 (COBIT 2019) governance and management objectives to ensure completeness and depth. The COBIT 2019 framework was used as a structuring mechanism to operationalise theoretical principles into actionable governance practices. Results: The resulting conceptual framework integrates theoretical lenses from IT governance, data governance and IT capability theory to address the challenges of RPA implementation. The framework provides a structured tool for identifying and managing RPA-related challenges in insurance claims handling. Conclusion: The study demonstrates that effective RPA implementation requires governance mechanisms that extend beyond strategic considerations to address detailed technical and operational challenges. Contribution: This study contributes to the literature by offering a theoretically grounded governance framework for managing RPA in insurance claims handling, supporting improved alignment, accountability and control over automation initiatives in information-intensive processes.
Background: The rapid growth of mobile financial services (MFSs) has expanded financial inclusion but also increased users’ exposure to cybersecurity threats. Existing awareness programmes and governance frameworks had not adequately addressed the dynamic and behavioural dimensions of user security in mobile financial ecosystems, particularly in developing economies. Objectives: This study addressed this gap by developing and validating the adaptive governance awareness model (AGAM) to improve cybersecurity awareness and governance among MFS users. The model aimed to provide a framework that linked governance processes, user awareness and behavioural practices to security outcomes. Method: A quantitative research design was employed using a structured questionnaire administered to MFS users in Kenya. Statistical analyses were conducted to examine relationships between demographic factors, awareness levels and security behaviours. Adaptive governance awareness model was operationalised by integrating the National Institute of Standards and Technology and MediaPro Frameworks. Results: The findings revealed significant gaps in user awareness and inconsistencies in cybersecurity behaviour. Demographic factors influenced both awareness and security practices. The results demonstrated that adaptive governance and awareness interventions aligned with AGAM improved the management of user-level cybersecurity risks in MFS environments. Conclusion: Integrating behavioural awareness with structured governance processes enhanced users’ cybersecurity resilience and supported more effective information security management in mobile financial ecosystems. Contribution: This study filled a theoretical and practical gap by introducing and empirically supporting AGAM as an awareness and governance model for cybersecurity in MFSs. The model extended existing frameworks by embedding adaptive, behaviour-oriented governance, offering actionable insights for managers, policymakers and information systems researchers.
Background: The digitisation of archival records is essential for the preservation of and enhanced access to heritage collections. However, universities, including the University of Fort Hare (UFH), face significant challenges in sustaining effective digitisation initiatives. Objectives: This study examined the challenges faced in the 2018–2021 project of digitising the archival records of enduring value (1921–2019) at the UFH, focusing on historical records of key university committees such as the Council, Senate, and Audit Committee. Method: A qualitative interpretive case study design approach was adopted for this study. Data were collected through purposive sampling, using semi-structured interviews with seven participants involved in the project. Observations and document analysis were used to support data triangulation. The study was guided by the Records Continuum Model and the Digital Preservation Triad (DPT). Results: Of the total of 2254 UFH administrative record folders assessed, only 1693 (75%) records were ready for digitisation. Conclusion: The project encountered major challenges, including a lack of policy, inadequate resources, and persistent budgetary constraints. Contribution: The study provides senior management with empirical evidence regarding the need to design and implement strong policies, digitisation standards such as the Open Archival Information System reference model, budget, and partnerships in support of successful archival digitisation.
Background: Material culture evolves faster than non-material culture when new technologies emerge, creating a cultural lag that misaligns society, hinders artificial intelligence (AI) integration, and causes resistance, potentially leading to failed integration efforts. Objectives: The study applies Ogburn’s theory to the modern context of AI, identifying material and non-material cultures that influence its integration and proposing strategies to reduce cultural lag. Method: The research is grounded in an interpretivist worldview, employing an inductive, qualitative approach rooted in phenomenology. Semi-structured interviews served as the primary data collection method, and thematic analysis supported by ATLAS.ti provided a systematic approach to analysing the data. Results: The findings revealed that the company’s material culture reflects a multi-tool AI environment. However, non-material cultures (infrastructure limitations, operational constraints, subscription costs, and procurement choices) created a cultural lag. Strategies to reduce this lag were proposed, including leadership communication, structured enablement and operational improvements. Conclusion: This study established the need to explore material and non-material cultures influencing AI integration and to develop strategies to reduce cultural lag. While AI can transform industries, resistance because of cultural lag often hinders integration, underscoring the need to understand these cultures. Contribution: The study contributes a strategy model that can assist software development companies and other industries in addressing the gap between technological innovation and cultural adaptation. The findings seek to benefit software developers, IT professionals, business leaders and academics by facilitating smoother technological transitions and improving AI implementation in the industry.
Background: Effective Information and Communication Technology (ICT) governance is crucial to sustaining e-government initiatives. Governance models improve service delivery and transparency, yet African countries, including those in the Southern African Development Community (SADC), face financial and technical pressures. The study draws on Institutional Theory and Sociotechnical Systems Theory (STST) to investigate ICT governance and e-government sustainability in SADC. Objectives: To examine ICT governance and e-government sustainability in SADC by identifying good practices, governance structures, strategies, successes and barriers. Method: The review used the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) approach for screening and thematic synthesis. Using Boolean search terms, studies were identified in Scopus, Web of Science, IEEE Xplore, ScienceDirect, EBSCOhost and Google Scholar from January to February 2026. Results: The results show diverse implementation of international and locally adapted frameworks. South Africa provides the strongest documented evidence of ICT governance institutionalisation, while Zimbabwe, Zambia, Mozambique, the Democratic Republic of Congo (DRC) and others have developed local interoperability frameworks. However, initiatives remain hampered by technical, financial and institutional shortcomings. Conclusion: The review shows that institutional maturity, socio-technical alignment, governance capability and sustained funding determine sustainability outcomes. Leadership commitment, stakeholder engagement and ongoing capacity-building are key success factors, while institutional, financial and technical pressures remain major threats. Contribution: The study provides a roadmap for improving e-government sustainability in Africa.
Background: In the context of rising digital inequality, concerns about how privacy impacts vulnerable populations have become increasingly relevant. However, privacy research continues to focus largely on technical, legal or policy issues, often failing to consider the perspectives of marginalised populations. Objectives: This study explores how vulnerable populations have been represented in digital privacy research over the past two decades. It seeks to identify thematic trends, publication patterns and key contributors across scholarly outputs. Method: A bibliometric analysis was conducted using data extracted from Scopus and Web of Science, yielding a combined dataset of 4760 articles published between 2005 and 2025. Bibliometrix (R package) was used to analyse publication trends, author productivity, geographical distribution of research, author and indexed keywords and the most relevant sources. Results: Findings reveal that children, health-related populations and consumers dominate the discourse, while groups such as refugees, persons with disabilities, the elderly and racial or ethnic minorities are notably underrepresented. Conclusion: Digital privacy research has evolved without sufficiently integrating the perspectives and needs of marginalised communities. These risks reinforce existing inequalities in the digital ecosystem. Contribution: This study provides a bibliometric review to critically assess the visibility of vulnerable populations in digital privacy research. Notably, South Africa was the only African country to appear in the list of the top 20 most productive countries in this domain, ranking 18th overall. This limited representation of the African continent underscores the urgent need for research focusing on the privacy concerns of vulnerable groups in Africa.
Background: Fraudsters increasingly rely on electronic evidence to conceal their activities. As digital environments become more complex and organisations depend more heavily on electronic data, traditional audit methods are often insufficient for detecting fraud. Objectives: This study investigates how technology-based audit tools, particularly generalised audit software and data analytics techniques, are applied to detect fraud in a petrochemical company. Method: A qualitative design was employed, combining a literature review with a single-case study of 23 forensic audit engagements conducted between 2024 and 2025. The data were coded thematically and organised into analytical categories. Results: The findings highlighted that both proactive and reactive forensic data analytics (FDA) approaches are complementary in fraud detection, enhancing internal controls and providing assurance services. Conclusion: Rapid advances in technology, data and telecommunications have enabled increasingly sophisticated forms of economic crime. In this context, forensic auditing supported by data analytics has become an essential fraud-detection technique. Contribution: This study offers practitioners a structured and standardised approach for applying FDA to improve the effectiveness of organisational fraud detection.
Background: The conveyancing industry in South Africa has lagged in adopting digital processes because of interconnected social, technical and regulatory constraints. This has increased the risk of identity fraud and data manipulation in property transactions. Although electronic signatures are secure and legally compliant, adoption remains limited, highlighting the need for digital transformation. Objectives: This study investigated barriers to adopting electronic signature technology in South African conveyancing through a socio-technical systems (STS) lens, examining how technical, social and environmental subsystems interact to affect adoption. Method: A qualitative design was employed. Twelve semi-structured interviews were conducted with representatives from three major conveyancing organisations in South Africa, complemented by document analysis of six compliance texts. Data were analysed using directed content analysis guided by STS theory. Results: Four barriers emerged: high implementation costs (technical subsystem), limited digital literacy and trust deficits (social subsystem), and restrictive legislative frameworks (environmental subsystem). Interpreted through STS theory, these barriers are interconnected, creating a socio-technical adoption deadlock in which no single intervention is sufficient to drive adoption. Conclusion: Electronic signatures can streamline conveyancing, reduce fraud and promote compliance, but effective adoption requires regulatory reform, affordable technology and improved user confidence. Contribution: This study contributes by applying STS theory to electronic signature adoption in South African conveyancing and introducing the concept of a socio-technical adoption deadlock to explain persistent barriers. It provides insights for policymakers, practitioners and technologists seeking to modernise property transaction systems.
Background: Small, medium and micro-enterprises (SMMEs) are crucial contributors to economies worldwide; they significantly contribute to job creation, poverty reduction and innovation. In the context of the South African landscape, SMMEs often face a high likelihood of failure. Objectives: The primary objective of this study was to develop a model to adopt the Internet of Everything (IoE) in South African SMMEs within Limpopo municipalities. Method: This is a quantitative study, and a quantitative questionnaire was administered to 122 participants through Google Forms. A multi-method analytical strategy integrated qualitative and quantitative findings, supported by expert validation and literature synthesis to bridge theory and practice. Statistical analysis was conducted using the Statistical Package for the Social Sciences, and random sampling was employed to minimise sampling error. Design Science Research served as the primary research strategy, guided by Saunders’ research onion. Results: The results demonstrate that communication, top management support, perceived benefits, perceived ease of use, perceived trust, worth of use, frequency of use, relative advantage and business growth were all shown to exert significant influence on IoE adoption. Conclusion: The IoE adoption in SMMEs is shaped by a combination of organisational, technological, behavioural and strategic factors. Contribution: This study delivers a validated, theoretically sound and practically relevant IoE adoption model that advances both scholarly understanding and real-world implementation of IoE in SMMEs.
Background: Logistics small and medium enterprises (SMEs) in Ekurhuleni face operational inefficiencies due to manual processes and outdated systems. Although cloud-based enterprise resource planning (ERP) solutions offer scalable and cost-effective improvements, adoption remains limited. Objectives: This study aimed to develop a Cloud ERP Adoption Model (CEAM) by identifying organisational, technological and environmental factors influencing adoption. The study was guided by the Technology–Organisation–Environment (TOE) framework, with additional constructs from diffusion of innovation theory. Method: A quantitative approach was used. Data were collected from 123 participants, including information technology (IT) personnel, decision-makers and logistics managers in Ekurhuleni-based SMEs. Analysis was conducted using IBM SPSS Statistics version 31.0.0.0, IBM Corp., Armonk, NY, United States, applying descriptive statistics, Pearson correlation and multiple regression. Results: Significant relationships were observed across constructs (r = 0.55–0.84; p < 0.01). All predictors, except skills (β = –0.113; p = 0.799), significantly influenced adoption, with 10 of 11 hypotheses supported. Conclusion: Cloud ERP adoption among logistics SMEs is driven primarily by organisational readiness, leadership commitment, financial capacity and strategic intent rather than technical attributes. Contribution: The study contributes by proposing an empirically validated CEAM to support SMEs, technology vendors and policymakers in advancing digital transformation.
Background: Universities in South Africa continue to face persistent challenges in improving student retention. Existing support interventions are often fragmented and reactive, lacking timely mechanisms to identify and assist at-risk students. Objectives: This study proposes a Big Data framework to support the analysis of educational data for early risk identification and targeted intervention, thereby enhancing student retention in South African universities. Method: The study adopted an interpretivist qualitative approach, supported by Design Science, integrating qualitative data from interviews with 30 academic staff members across four public universities, along with the analysis of existing institutional retention reports, policy documents, and strategic plans documentation. Results: Findings of this study revealed fragmented data systems, limited data literacy among staff, and concerns regarding the ethical use of data. Participants expressed the need for predictive analytics, integrated data systems, and personalised support mechanisms as key enablers of improved retention strategies. Conclusion: The study concludes that Big Data analytics can play a critical role in improving student retention rates in public higher education institutions in South Africa. The findings demonstrate that when institutions integrate diverse student datasets, apply predictive modelling, and use real-time monitoring tools, they are better positioned to identify students at risk of dropping out and implement timely, evidence-based interventions. Contribution: The proposed framework enables institutions to shift from reactive to proactive student retention management through ethical data governance, integrated data processing, predictive analytics, and personalised interventions.
Background: The popularisation of artificial intelligence (AI) has accelerated its integration and use across various sectors for multiple purposes. Artificial intelligence technologies have also been applied to corporate operations to assist with handling customer inquiries. However, there remains a limited understanding of how these tools influence customer service capability and training, particularly within small- and medium-sized enterprises (SMEs) in developing contexts. Objectives: Guided by the Implementation Science framework as a theoretical lens, this study investigates how AI support tools influence customer service capability, the factors affecting the diffusion, and establishes a framework to support the effective implementation and integration of AI tools to enhance customer service training. Method: The study adopted a qualitative approach, employing the case study design. The data were collected using semi-structured interviews with participants from a purposive sample. Results: The study revealed that AI-enabled chatbots improved information accessibility, offered personalised learning opportunities, facilitated self-paced and adaptive learning, provided consistency in responses, enhanced operational efficiency among customer service agents and contributed to teamwork and engagement. Findings suggest that the AI tool is most effective when used in conjunction with human facilitation. Challenges included the limited content depth of the responses and technical infrastructure constraints that questioned organisational readiness and strategic direction. Conclusion: The findings highlight both the benefits and limitations of using AI-enabled tools in training environments. Despite this, human oversight and strategic infrastructure planning remain critical for successful adoption. Contribution: This study presents the ABIRM framework developed to guide SMEs in the implementation and adoption of AI tools for training purposes.
Background: This study explores how the broadcasting industry in South Africa has been affected by the emergence of online streaming services. Various stakeholders have been affected both positively and negatively; hence, the need for innovative ideas and new policy developments to help legacy media to remain relevant. Objectives: This study aims to understand the landscape of the television broadcasting industry in South Africa and determine the influence of over-the-top (OTT) services as an instance of disruptive innovation. Method: A multi-method qualitative approach, based on case studies of Netflix and DStv, was employed in this study. Data were collected from OTT and MultiChoice consumers, as well as publicly available industry documents. Thematic analysis, guided by the Technology Acceptance Model (TAM), was used to analyse data. Results: The study revealed that the technologies behind OTT platforms enhance the quality of experience (QoE) for consumers. These systems are consumer-centric, unlike traditional broadcasters such as DStv, which have rigidly scheduled programmes that may conflict with people’s day-to-day activities. Conclusion: This study highlights the imbalances caused by the rapid technological changes in South Africa’s media industry and provides recommendations on how legacy media can compete as well as what policymakers can do to promote a level playing field for service providers. Contribution: The study underscores the need for traditional broadcasters to adapt streaming technologies and modern business models to remain competitive. Policymakers must develop hybrid regulations to adapt to evolving technologies.
Background: The Fourth Industrial Revolution (4IR) has introduced transformative technologies into academic libraries, offering opportunities to enhance access, efficiency and service delivery. The increasing reliance on digital platforms, data-driven tools and third-party services raises challenges regarding privacy, data protection and ethical information management. Objectives: This study was guided by two research objectives. Firstly, it sought to investigate the current and projected adoption of 4IR technologies in academic libraries to enhance service provision. Secondly, it aimed to examine academic librarians’ concerns regarding user privacy within these evolving technological practices. Method: Drawing on a case study of two academic libraries in Cape Town, this study examines librarians’ awareness, perceptions, and practices concerning data privacy, cybersecurity and regulatory compliance with the Protection of Personal Information Act. Using a qualitative case study of two anonymised academic libraries in Cape Town, the study examined librarians’ awareness, perceptions and practices regarding data privacy, cybersecurity and compliance with the POPI Act. The study also used thematic analysis to interpret the data and to provide insight into how institutional policies and technological infrastructures shape librarians’ responses to data protection obligations. Furthermore, the study highlights emerging challenges and opportunities for strengthening privacy practices within academic libraries in the context of evolving digital environments. Results: Findings reveal that while libraries acknowledge the importance of privacy and confidentiality, gaps remain in institutional policies, technical capacity and staff training. The findings suggest that libraries must adopt a multidimensional approach, strengthening cybersecurity, enhancing ethical governance, fostering collaboration and investing in continuous staff development. Conclusion: The study argues for a multidimensional approach that combines robust cybersecurity measures, ethical governance, collaboration and continuous staff development to safeguard patron confidentiality while advancing innovation. Contribution: Libraries must navigate the intersection of technological advancement and ethical responsibility, while ensuring that emerging technologies reinforce, rather than undermine the values of access, equity and privacy.
Background: Knowledge sharing is increasingly recognised as a strategic enabler for the sustainable digital curation of archives, particularly in resource-constrained environments. In South Africa, governmental institutions and archival bodies face financial, technical and infrastructural challenges that hinder effective digital preservation and long-term access to information. Free and open-source software offers a cost-effective alternative for supporting digital curation and facilitating knowledge sharing; however, its successful implementation depends on institutional capacity, staff competencies and effective knowledge-sharing practices. Objectives: This study investigated the role of knowledge sharing in supporting the digital curation of archives through the use of free and open-source software (FOSS) within South African governmental institutions. Method: The study adopted an interpretivist paradigm to explore participants’ experiences and perspectives. Data were collected through semi-structured interviews with 13 purposively selected participants, including records managers, archivists, information technology specialists and officials from National Archives and Records Services of South Africa (NARSSA) and State Information Technology Agency (SITA). Thematic analysis was employed to analyse the data. Results: The findings reveal that knowledge sharing is essential for enhancing collaboration and strengthening the skills, tools and infrastructure required for digital archive curation through FOSS. Participants highlighted the importance of knowledge exchange in supporting institutional readiness and capacity development. Conclusion: Knowledge sharing plays a critical role in informing decisions regarding the adoption, implementation and use of FOSS for digital archive curation in governmental institutions. Contribution: The study provides practical strategies for enhancing knowledge sharing to support sustainable digital archive curation through FOSS in South Africa.
Background: Business analytics knowledge is a tacit resource that serves as a driving force in aiding data-driven decisions for organisational competitive advantage and efficient and effective service delivery. It is vital to explore the factors which impact knowledge sharing within data analytics teams. Objectives: The study aimed to identify the prominent information systems capabilities and knowledge sharing factors which are vital for improved business analytics within the public enterprise organisations. Method: Through a systematic literature review, this study examines the mechanisms by which knowledge retention can be achieved. Data were collected from AIS eLibrary, AJIS, Web of Science, Scopus and ScienceDirect databases. Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines were followed. Results: The knowledge possessed by subject matter experts (SMEs) is business domain knowledge, which cannot be easily accessed unless it is retained within various knowledge repositories within the organisation. Such a situation results in public organisations losing out on their intellectual capital. The study findings reveal that social factors such as knowledge sharing, knowledge retention, scarcity in sourcing the right skills, analytics competence and analytics culture, trust, play significant roles in improving business analytics. Conclusion: To reap the benefits, both social and technical factors should be considered as part of a social activity system, rather than being applied in isolation. This article discusses the best practices that public enterprise organisations should consider from a social perspective for improved business analytics. Contribution: The study contributes to the body of knowledge through addressing the existing gap experienced by public enterprise organisations through investigating prominent factors influencing information systems capabilities and knowledge sharing for improved business analytics.
Background: Research on digital resilience and cybersecurity among adolescents has grown significantly. Yet adolescents remain underexplored, and studies focus narrowly on coping rather than broader resilience factors. This study addresses these gaps by examining the evolution and scope of digital resilience research. Objectives: The study aimed to examine the development of digital resilience research over time. It sought to identify emerging themes and explore opportunities for interdisciplinary collaboration, with particular attention to gaps concerning adolescents. Method: A bibliometric approach was employed to analyse 474 documents retrieved from the Scopus database. Results: The findings revealed a clear growth trajectory in digital resilience research, with thematic concerns including privacy, social media, cyberbullying, cybersecurity, machine learning, fake news, digital competence, digital resilience and awareness. Importantly, a lack of focused research on adolescence was highlighted as a significant gap. Conclusion: The study underscores the need for an interdisciplinary approach including recovery capability, knowledge acquisition, adaptation and autonomy-based strategies, to ensure the safety of children and adolescents amid increasing online risks. Contribution: This study broadens the conceptualisation of digital resilience beyond coping strategies and clarifies its definition. By mapping the field’s intellectual structure, the study fills a theoretical and scientific gap and aligns with the journal’s focus on cybersecurity and digital safety.
Background: Cyberbullying is recognised as a widespread and persistent challenge for adolescents in the digital age, particularly as smartphone adoption and social media usage increases. The integration of digital communication into everyday life has created new opportunities for connection but has also introduced new risks, such as cyberbullying. Objectives: This study aimed to explore the frequency of cyberbullying behaviour among adolescents in South Africa, and how these behaviours differ across gender, age and social media platforms. Additionally, the study aimed to investigate whether cyberbullying involvement predicted variance in well-being and academic performance. Method: A quantitative, cross-sectional research design was employed to analyse survey data collected from 659 learners across four urban high schools in South Africa. The survey included self-report measures of cyberbullying behaviours, social media usage, well-being, academic performance and demographics. Results: 63.9% of learners reported cyberbullying involvement, of which 19.9% are cybervictims, 6.7% are cyberbullies and 37.3% are both roles. Female (65.1%) and male (62.6%) participants reported similar rates. The most common behaviours were sharing secrets, sending hurtful messages and spreading rumours. Cyberbullying involvement was significantly associated with the use of TikTok, Instagram and Snapchat and with lower levels of perseverance, connectedness and happiness. It also predicted variance in academic performance beyond well-being and demographics. Conclusion: This study highlights the dynamic nature of negative online engagement, psychological well-being and academic performance, and how interventions should consider the effect cyberbullying can have on emotional and educational outcomes. Contribution: This study contributes current insights into the prevalence and correlates of cyberbullying among South African adolescents.
Background: Mobile applications have become increasingly effective teaching tools in higher education. Cognitive appraisal theory (CAT), which examines how individuals appraise situations, experience emotions and employ coping mechanisms, has rarely been applied to educational technology assessment. This study evaluates a mobile app used by marketing students at the University of Johannesburg for practical sales training in partnership with the Direct Selling Association of South Africa. Objectives: To understand students’ cognitive appraisal of the mobile app as a teaching tool, gauge their emotional responses and analyse their coping mechanisms. Method: A single-case study design with a qualitative approach, involving 10 students who completed 2 years of practical sales modules using the mobile app. Semistructured telephone interviews were analysed using a hybrid thematic analysis that combined deductive coding (CAT framework) and inductive in vivo coding. Results: Participants responded favourably to the mobile app, though their cognitive appraisal patterns diverged from established theoretical frameworks. Students employed problem-focused coping mechanisms when managing technology-induced stress. Conclusion: The mobile app proved pedagogically effective, though students processed the technology differently from CAT traditionally predicts. Contribution: First application of CAT to sales education technology in higher education identified four unexpected research gaps extending theoretical understanding of technology-mediated learning.
