The adoption of information technology by self-managing service teams

A. Jong, de, J.C. Ruyter, de, J.G.A.M. Lemmink

Research output: Contribution to journalArticleAcademicpeer-review

30 Citations (Scopus)

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
Pages (from-to)162-179
Number of pages18
JournalJournal of Service Research
Volume6
Issue number2
Publication statusPublished - 2003

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    Jong, de, A., Ruyter, de, J. C., & Lemmink, J. G. A. M. (2003). The adoption of information technology by self-managing service teams. Journal of Service Research, 6(2), 162-179.