Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use
Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use
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从 IT 中提取商业价值：采用后使用的意义建构视角
DOI：
10.1287/mnsc.1110.1398
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发表时间：
2011-11-01
影响因子：
5.4
通讯作者：
Xu, Sean Xin
中科院分区：
文献类型：
--
作者：
Hsieh, J. J. Po-An;Rai, Arun;Xu, Sean Xin
企业如何从已经实施的支持员工工作流程的信息技术（IT）中提取价值？一种方法是鼓励员工参与收养后的长期使用，即，学习和应用更多已实施技术的可用功能，以支持其工作。这种在使用中扩展功能的学习行为在用户在其工作系统的上下文中理解技术的过程中根深蒂固。本研究借鉴意义建构理论，发展一个模型，以了解前因，突发事件，和客户服务员工的客户关系管理（CRM）技术的扩展使用的后果。该模型是通过对世界上最大的电信服务提供商之一的实地研究收集的多尺度纵向数据进行测试。我们的研究结果表明，员工在两个层面上从事后收养的意义建构：技术和工作系统。我们发现，在这两个层面的意义构建影响CRM技术的扩展使用。员工在技术层面的意义建构受员工对技术质量评价的影响，而员工在工作系统层面的意义建构受顾客对服务质量评价的影响。此外，在低技术质量和低服务质量的情况下，员工反馈的具体机制应在两个层面上进行概念化和调整：通过员工参与技术层面和通过工作系统协调工作系统层面。这种对齐可以减轻低技术质量和低服务质量的不良影响，从而促进扩展使用。重要的是，我们发现，延长使用时间可以增强员工的服务能力，从而提高客观绩效。总之，我们的研究结果强调了员工对所实施技术的理解在促进他们扩展使用IT和提高工作绩效方面的关键作用。
How can firms extract value from already-implemented information technologies (IT) that support the work processes of employees? One approach is to stimulate employees to engage in post-adoptive extended use, i.e., to learn and apply more of the available functions of the implemented technologies to support their work. Such learning behavior of extending functions in use is ingrained in a process by which users make sense of the technologies in the context of their work system. This study draws on sensemaking theory to develop a model to understand the antecedents, contingencies, and consequences of customer service employees' extended use of customer relationship management (CRM) technologies. The model is tested using multisource longitudinal data collected through a field study of one of the world's largest telecommunications service providers. Our results suggest that employees engage in post-adoptive sensemaking at two levels: technology and work system. We found that sensemaking at both of these levels impacts the extended use of CRM technologies. Employees' sensemaking at the technology level is influenced by employees' assessment of technology quality, whereas employees' sensemaking at the work system level is influenced by customers' assessment of service quality. Moreover, in the case of low technology quality and low service quality, specific mechanisms for employee feedback should be conceptualized and aligned at two levels: through employee participation at the technology level and through work system coordination at the work system level. Such alignment can mitigate the undesirable effect of low technology quality and low service quality, thereby facilitating extended use. Importantly, we found that extended use amplifies employees' service capacity, leading to better objective performance. Put together, our findings highlight the critical role of employees' sensemaking about the implemented technologies in promoting their extended use of IT and improving their work performance.