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Management Information Systems Commons™
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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 …
Impact Of User Satisfaction With Mandated Rm Use On Employee Service Quality, J.J. Po-An Hsieh, Arun Rai, Stacie Petter, Ting Zhang
Impact Of User Satisfaction With Mandated Rm Use On Employee Service Quality, J.J. Po-An Hsieh, Arun Rai, Stacie Petter, Ting Zhang
Computer Information Systems Faculty Publications
An increasing number of organizations are now implementing customer relationship management (CRM) systems to support front-line employees’ service tasks. With the belief that CRM can enhance employees’ service quality, management often mandates employees to use the implemented CRM. However, challenges emerge if/when employees are dissatisfied with using the system. To understand the role of front-line employee users’ satisfaction with their mandated use of CRM in determining their service quality, we conducted a field study in one of the largest telecommunications service organizations in China and gathered time-lagged data from self-reported employee surveys, as well as from the firm’s archival data …