Managing Change with the Support of Smart Technology: A Field Investigation of Ride-hailing Services

Lele Kang, Qiqi Jiang, Chih-Hung Peng, Choon Ling Sia, Ting-Peng Liang

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

With the support of smart technology, IT-enabled services have become “smart” and have progressively disrupted existing markets. Ride-hailing services (RHSs) are widely regarded as representative of these IT-enabled services. However, few studies on IT-enabled services investigate how the technological attributes of smart technology influence service performance in a continuously changing environment. We developed our research model according to Wixom and Todd’s model, the literature on change management, and the literature on information system postadoption behavior. We conducted a large-scale field study by surveying 380 drivers from major metropolises in mainland China and a post hoc qualitative interpretation to validate our model. We found that smart technological attributes of RHS systems (i.e., monitoring, control, advisory support, and responsive support) positively influence functionality and content quality, which in turn influence service quality. In addition, service quality positively influences drivers’ postadoption attitudes and behaviors, including openness to RHS change, job satisfaction, and continuous usage intentions. Our findings provide important theoretical and practical implications.
Original languageEnglish
JournalJournal of the Association for Information Systems
Volume21
Issue number6
Pages (from-to)1594-1620
Number of pages27
ISSN1558-3457
DOIs
Publication statusPublished - 2020

Keywords

  • Smart services
  • Ride-hailing services
  • Smart technology
  • Postadoption behaviors
  • Openness to RHS change
  • Mixed data and method

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