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Management Information Systems Commons™
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- Call center (1)
- Centralized information systems (1)
- Complex Information Technologies (1)
- Corporate customer satisfaction (1)
- ERP system (1)
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- Economic theory (1)
- Employee motivation (1)
- Experience (1)
- Eyetracking (1)
- Formative measures (1)
- Gaussian mixture model (1)
- IS Continuance (1)
- IS use (1)
- IT Self-efficacy (1)
- IT success (1)
- IT-enabled service (1)
- Information quality (1)
- Information technology consumption (1)
- Innovate with IT (1)
- Innovative use (1)
- Internal customers (1)
- Internal services (1)
- Intrinsic motivation (1)
- Job performance (1)
- Laboratory experiment (1)
- Marginal utility (1)
- Motivation theory (1)
- Partial least squares (1)
- Personal Innovativeness with IT (1)
- Post-acceptance Use (1)
Articles 1 - 8 of 8
Full-Text Articles in Management Information Systems
Consuming Information Systems: An Economic Model Of User Satisfaction, Heshan Sun, Yulin Fang, J.J. Po-An Hsieh
Consuming Information Systems: An Economic Model Of User Satisfaction, Heshan Sun, Yulin Fang, J.J. Po-An Hsieh
Computer Information Systems Faculty Publications
This paper has two major objectives. The first objective intends to answer the following question which is of significant interest to information system (IS) researchers and practitioners: How does user satisfaction (satisfaction) respond to changes in system use and system attributes? The second and more ambitious objective is to promote the application of economic theories in user behavior research. In contrast to prior research that conceived the development of user satisfaction as an information valuation and integration process, we consider such development to be embedded in the IS consumption process, that is, users gain utility (satisfaction) from consuming (using) the …
Discovering Unobserved Heterogeneity In Structural Equation Models To Avert Validity Threats, Jan-Michael Becker, Arun Rai, Christian M. Ringle, Franziska Völckner
Discovering Unobserved Heterogeneity In Structural Equation Models To Avert Validity Threats, Jan-Michael Becker, Arun Rai, Christian M. Ringle, Franziska Völckner
Computer Information Systems Faculty Publications
A large proportion of information systems research is concerned with developing and testing models pertaining to complex cognition, behaviors, and outcomes of individuals, teams, organizations, and other social systems that are involved in the development, implementation, and utilization of information technology. Given the complexity of these social and behavioral phenomena, heterogeneity is likely to exist in the samples used in IS studies. While researchers now routinely address observed heterogeneity by introducing moderators, a priori groupings, and contextual factors in their research models, they have not examined how unobserved heterogeneity may affect their findings. We describe why unobserved heterogeneity threatens different …
The Dynamic Impacts Of Employee Job Motivation On Employee Job Performance And Corporate Customer Satisfaction: The Contingent Role Of Erp System Implementation, Junyi Yang, Anjing Zhao, J.J. Po-An Hsieh, Kimmy Chan Wa
The Dynamic Impacts Of Employee Job Motivation On Employee Job Performance And Corporate Customer Satisfaction: The Contingent Role Of Erp System Implementation, Junyi Yang, Anjing Zhao, J.J. Po-An Hsieh, Kimmy Chan Wa
Computer Information Systems Faculty Publications
Prior research has generally found a significant, positive impact of employees' job motivation on job performance, and which in turn, leads to more satisfied customers. However, little attention is directed towards how implementation of centralized information systems (IS), such as Enterprise Resource Planning (ERP) systems, will affect these relationships in the business to business (B2B) context. Toward this end, we plan to conduct a field study to empirically compare the effects of these relationships before and after the implementation of an ERP system. This cross-disciplinary study will contribute to the extant organization, marketing, and IS literature by examining how a …
Objective Measures Of Is Usage Behavior Under Conditions Of Experience And Pressure Using Eye Fixation Data, Andreas Eckhardt, Christian Maier, J.J. Po-An Hsieh, Tim Chuk, Antoni B. Chan, Janet H. Hsiao, Ricardo Buettner
Objective Measures Of Is Usage Behavior Under Conditions Of Experience And Pressure Using Eye Fixation Data, Andreas Eckhardt, Christian Maier, J.J. Po-An Hsieh, Tim Chuk, Antoni B. Chan, Janet H. Hsiao, Ricardo Buettner
Computer Information Systems Faculty Publications
The core objective of this study is to understand individuals IS usage by going beyond the traditional subjective self-reported and objective system-log measures to unveil the delicate process through which users interact with IS. In this study, we conducted a laboratory experiment to capture users’ eye movement and, more importantly, applied a novel methodology that uses the Gaussian mixture model (GMM) to analyze the gathered physiological data. We also examine how performance pressure and prior usage experience of the investigative system affect IS usage patterns. Our results suggest that experienced and pressured users demonstrate more efficient and focused usage patterns …
Motivational Differences Across Post-Acceptance Is Usage Behaviors, Xixi Li, J.J. Po-An Hsieh, Arun Rai
Motivational Differences Across Post-Acceptance Is Usage Behaviors, Xixi Li, J.J. Po-An Hsieh, Arun Rai
Computer Information Systems Faculty Publications
We identify two post-acceptance information system (IS) usage behaviors related to how employees leverage implemented systems. While routine use (RTN) refers to employees’ using IS in a routine and standardized manner to support their work, innovative use (INV) describes employees’ discovering new ways to use IS to support their work. We use motivation theory as the overarching perspective to explain RTN and INV and appropriate the rich intrinsic motivation (RIM) concept from social psychology to propose a conceptualization of RIM toward IS use, which includes intrinsic motivation toward accomplishment (IMap), intrinsic motivation to know (IMkw), and intrinsic motivation to experience …
Exploring The Zone Of Tolerance For Internal Customers In It-Enabled Call Centers, J.J. Po-An Hsieh, Piyush Sharma, Arun Rai, A. Parasuraman
Exploring The Zone Of Tolerance For Internal Customers In It-Enabled Call Centers, J.J. Po-An Hsieh, Piyush Sharma, Arun Rai, A. Parasuraman
Computer Information Systems Faculty Publications
Today, call center employees’ service encounters with external customers are extensively supported with modern information technology (IT). However, prior research on service quality and zone of tolerance (ZOT) focuses primarily on external customers with little attention paid to how internal customers (e.g., service employees) respond to services provided by internal functions, particularly IT function that supports employees’ IT use. Drawing on theory of administrative behavior and IT success literature, we conducted a study at a call center of a telecommunications firm and found that the impact of internal IT service quality (ITSQ) on employees’ service quality (ESQ) to external customers, …
The Contingent Effect Of Personal It Innovativeness And It Self-Efficacy On Innovative Use Of Complex It, Wei Wang, Xixi Li, J.J. Po-An Hsieh
The Contingent Effect Of Personal It Innovativeness And It Self-Efficacy On Innovative Use Of Complex It, Wei Wang, Xixi Li, J.J. Po-An Hsieh
Computer Information Systems Faculty Publications
While organizational investment in complex information technologies (IT) keeps growing, these technologies are often applied at a superficial level and fail to attain the promised benefits. To further extract the value potential of complex IT, this study investigates employee users’ innovate with IT (IwIT), which is a post-acceptance behavior that refers to individual users’ applying IT in novel ways to support their task performance. Drawing on the information systems continuance (ISC) model, we propose a research framework with perceived usefulness (PU) and satisfaction (SAT) as the antecedents of IwIT. We further emphasize the contingent role of personal characteristics and include …
An Experimental Study On The Effects Of Environmental Education In China, Lianne Lam, J.J. Po-An Hsieh, Xueyong Zhan
An Experimental Study On The Effects Of Environmental Education In China, Lianne Lam, J.J. Po-An Hsieh, Xueyong Zhan
Computer Information Systems Faculty Publications
In recent years, collaborative governance has been used as an innovative approach by government, NGOs, and business for consensus building in the process of policy making and service delivery (Ansell and Gash, 2008, Brown et al., 2006). However, little has been written on the psychological aspects of collaborative governance. What are the antecedents of collaborative decisions? To what extent and in what ways can NGOs’ advocacy impact community residents’ opinions? For example, in the field of environmental protection, the conflict between environmental conservation and economic development has been a key issue, which presents a fundamental challenge to the formation of …