The Adoption of Information Technology in Self-Managing Service Teams

Ad de Jong, Ko de Ruyter, Jos Lemmink

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

This article examines antecedents and consequences of the adoption level of standardized information technology (IT) versus customized IT in self-managing teams (SMTs) in a financial services institution. Linkages between specified antecedents and the adoption levels of standardized and customized IT were investigated using data collected from bank employees and in-company databases. The authors find positive individual-level effects of tolerance of self-management, ease of use, and innovativeness on the adoption level of standardized IT and positive individual-level effects of tolerance of self-management and perceived usefulness on the adoption level of customized IT. These findings suggest that discriminating between different types of IT creates a better understanding of IT adoption in SMTs. A similar investigation of the IT adoption-service performance relationships shows that the adoption level of customized IT rather than of standardized IT has a crucial impact on service performance both in terms of customer satisfaction and productivity.
Original languageEnglish
JournalJournal of Service Research
Volume6
Issue number2
Pages (from-to)162–179
ISSN1094-6705
DOIs
Publication statusPublished - 2003
Externally publishedYes

Keywords

  • IT adoption
  • Self-managing service teams
  • Service performance
  • Customer satisfaction

Cite this

de Jong, Ad ; de Ruyter, Ko ; Lemmink, Jos. / The Adoption of Information Technology in Self-Managing Service Teams. In: Journal of Service Research. 2003 ; Vol. 6, No. 2. pp. 162–179.
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The Adoption of Information Technology in Self-Managing Service Teams. / de Jong, Ad; de Ruyter, Ko; Lemmink, Jos.

In: Journal of Service Research, Vol. 6, No. 2, 2003, p. 162–179.

Research output: Contribution to journalJournal articleResearchpeer-review

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