The Adoption of Information Technology in Self-Managing Service Teams

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.