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PurposeAlthough research has suggested that enterprise system (ES) implementations have major impacts on employee job characteristics and outcomes, there has been limited research that has examined the impacts of ES implementations on interpersonal relationships over time. Building on and extending recent studies that have examined changes in employee job characteristics and outcomes during an ES implementation, this research examined the nature, extent, determinants and outcomes of changes in an important interpersonal relationship construct—coworker exchange (CWX)—following an ES implementation. CWX is considered a critical aspect of employees' job and an important determinant of their success in the workplace. Drawing on social exchange theory (SET), the authors theorize that employees will perceive a change in CWX following an ES implementation.Design/methodology/approachA longitudinal field study over a period of 6 months among 249 employees was conducted. Latent growth modeling was used to analyze the data.FindingsThe authors found that employees' work process characteristics, namely perceived process complexity, perceived process rigidity and perceived process radicalness, significantly explained change, i.e. decline in our case, in CWX during the shakedown phase of an ES implementation. The decreasing trajectory of change in CWX led to declining job performance and job satisfaction.Originality/valueThe role of CWX and its importance in the context of ES implementations is a key novel element of this work.

The onset of the COVID-19 pandemic was accompanied with a pandemic of fake news spreading over social media (SM). Fact checking might help combat fake news and a plethora of fact-checking platforms exist, yet few people actually use them. Moreover, whether fact checking is effective in preventing citizens from falling for fake news, particularly COVID-19 related, is unclear. Against this backdrop, we (a) examine potential antecedents to fact checking that can be a target for interventions and (b) establish that fact checking is actually effective for preventing the public from falling for harmful COVID-19 fake news. To do so, we use a representative U.S. sample collected in April of 2020. We find that awareness of fake news and patterns of active SM use (e.g., commenting on content on SM instead of just reading it) increases the fact checking of COVID-19 fake news, whereas SM homophily reduces fact checking and the effects of SM use as users are trapped in “echo chambers.” We also find that fact checking helps users identify and follow accurate information on how to protect themselves against COVID-19 instead of false and often harmful claims propagated on SM. These findings highlight the importance of fact checking for combating COVID-19 fake news and help identify potential interventions.

This paper is motivated by the widespread availability of AI tools, whose adoption and consequent benefits are still not well understood. As a first step, some critical issues that relate to AI tools in general, humans in the context of AI tools, and AI tools in the context of operations management are identified. A discussion of how these issues could hinder employee adoption and use of AI tools is presented. Building on this discussion, the unified theory of acceptance and use of technology is used as a theoretical basis to propose individual characteristics, technology characteristics, environmental characteristics and interventions as viable research directions that could not only contribute to the adoption literature, particularly as it relates to AI tools, but also, if pursued, such research could help organizations positively influence the adoption of AI tools. Accepted version Source info: Venkatesh, V. “Adoption and Use of AI Tools: A Research Agenda Grounded in UTAUT,” Annals of Operations Research, forthcoming. https://doi.org/10.1007/s10479-020-03918-9

Agile methods are widely used in the software industry as a way to more rapidly develop and deliver new software. They define iterative work processes, advocate self-organization and openness for change, and prescribe how software developers interact with each other and external stakeholders. Despite their popularity, it is unclear how agile methods influence work exhaustion in software developers and how developer skills play into this effect. On the one hand, agile methods may reduce software developers’ work exhaustion by leveling out their workload across the entire duration of a project. On the other hand, agile methods exert a high level of pressure on software developers to continuously deliver working software, create many intensive social interactions, and to frequently adapt to changes. In light of these effects, prior research could not explain why some software developers become less exhausted from using agile methods, whereas others perceive the exact opposite. Based on the job demand-control model, we develop a theoretical model connecting agile method use to individual developer skills and to two established determinants of employee exhaustion: role conflict and role ambiguity. We tested our research model in a field study among 1,894 software developers in 217 project teams that used agile methods. The random coefficient modeling results show that agile method use facilitates the achievement of clear and unambiguous role perceptions and thereby reduces work exhaustion in developers, particularly if developers possess the organizational skills to effectively interact with others in their organization. We highlight implications for theory on the individual-level effects of software development methods and provide practical insights for software companies.

This article recognizes the maturity of individual-level technology-adoption research and suggests three broad future research directions. They are: (i) business process change and process standards, (ii) supply-chain technologies, and (iii) services. Each of these areas is identified based on the topics likely of interest to the readers of the Decision Sciences by closely examining Decision Sciences' editorial mission and the recent research published in it. Within each of these three different broad topic areas, a few different specific directions are identified. The directions outlined here are not meant to be exhaustive but rather potential directions that can result in a theoretical contribution to individual-level technology-adoption research and the specific topic area.

Purpose Retailers are implementing technology-enabled mobile checkout processes in their stores to improve service quality, decrease labor costs and gain operational efficiency. These new checkout processes have increased customer convenience primarily by providing them autonomy in sales transactions in that store employee interventions play a reduced role. However, this autonomy has the unintended consequence of altering the checks and balances inherent in a traditional employee-assisted checkout process. Retailers, already grappling with shoplifting, with an estimated annual cost of billions of dollars, fear that the problem may be exacerbated by mobile checkout and concomitant customer autonomy. The purpose of this paper is to understand the effect of mobile checkout processes in retail stores on cybercrime in the form of shoplifting enabled by a technology transformed the retail environment. Design/methodology/approach The authors conducted an online survey of a US sample recruited from a crowdsourced platform. The authors test a research model that aims to understand the factors that influence the intention to shoplift in three different mobile checkout settings − namely, smartphone checkout settings, store-provided mobile device checkout settings, and employee-assisted mobile checkout settings − and compare it with a traditional fixed location checkout setting. Findings The authors found that, in a smartphone checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs and peer influence had a stronger effect for prospective shoplifters when compared to experienced shoplifters; in a store-provided mobile devices checkout setting, experiential beliefs had a negative effect on shoplifters’ intention to shoplift and the effect was weaker for prospective shoplifters when compared to experienced shoplifters. The results also indicated that in an employee-assisted mobile checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs had a stronger effect for prospective shoplifters when compared to experienced shoplifters. Originality/value This study is the among the first, if not first, to examine shoplifters’ intention to shoplift in mobile checkout settings. We provide insights into how those who may not have considered shoplifting in less favorable criminogenic settings may change their behavior due to the autonomy provided by mobile checkout settings and also provide an understanding of the shoplifting intention for both prospective and experienced shoplifters in different mobile checkout settings.

This paper examines the role of parenting behaviors in influencing children’s Internet addiction and the consequences of children’s Internet addiction on parents’ job outcomes. First, we draw on attachment theory to theorize that five parenting behaviors (i.e., parental control, monitoring, unstructured time, dissuasion, and rationalization) affect children’s Internet addiction and their effects are moderated by the children’s views of parent–child attachment. Second, we draw on research on the work–family interface to theorize that children’s Internet addiction affects parents’ job outcomes (i.e., job satisfaction, organizational commitment, and work exhaustion) and the effects are mediated by family-to-work conflict. We tested our hypotheses using an integrated research approach that includes quantitative and qualitative data. We conducted an online survey to collect quantitative responses from 776 parent–child dyads. The results of our model showed that the effects of parenting behaviors on children’s Internet addiction, except for dissuasion, were moderated by the children’s views of parent–child attachment. Also, family-to-work conflict mediated the effects of children’s Internet addiction on parents’ job satisfaction, organizational commitment, and work exhaustion. We collected qualitative data via interviews from 50 parents to cross-validate the results from the quantitative study. Published version

There are both formal and informal cries that UTAUT and by association the stream of research on technology adoption has reached its limit, with little or no opportunities for new knowledge creation. Such a conclusion is ironic because the theory has not been sufficiently and suitably replicated. It is possible that the misspecifications in the various replications, applications, and extensions led to the incorrect conclusion that UTAUT was more robust than it really was and opportunities for future work were limited. Although work on UTAUT has included important variables, predictors and moderators, absent a faithful use of the original specification, it is impossible to assess the true nature of the effects of the original and additional variables. The present meta-analysis uses 25,619 effect sizes reported by 737,112 users in 1,935 independent samples to address this issue. Consequently, we develop a clear current state-of-the-art and revised UTAUT that extends the original theory with new endogenous mechanisms from different, other theories (i.e., technology compatibility, user education, personal innovativeness, and costs of technology) and new moderating mechanisms to examine the generalizability of UTAUT in different contexts (e.g., technology type and national culture). Based on this revised UTAUT, we present a research agenda that can guide future research on the topic of technology adoption in general and UTAUT in particular. Accepted version Source info: Journal of the Association for Information Systems, Forthcoming

PurposeAdvances in information technology coupled with the need to build resilience against disruptions by pandemics like COVID-19 continue to emphasize offshoring services in the software industry. Service-level agreements (SLAs) have served as a key mechanism for safeguarding against risk in offshore service arrangements. Yet, variations in service cost and quality persist. This study aims to open up the blackbox linking SLAs to offshore project outcomes by examining (1) how the provisions in these contracts affect the ability of project teams – the work unit primarily in charge of producing the offshored service – to achieve their objectives and fulfill client requirements and (2) how differences in contextual factors shape the effects of these provisions.Design/methodology/approachThe authors incorporate the role of organizational work practice differences to understand the challenges that 270 offshore project teams faced in coordinating and integrating technical and business domain knowledge across organizational boundaries in offshore arrangements. The examined offshore IT projects were managed by a leading software vendor in India and several of its US-based clients over a three-year period.FindingsThe authors demonstrate that organizational work practice differences represent a barrier to offshore project success, and that project team transition processes are an important mechanism for overcoming these barriers. Moreover, the authors find that transition processes represent key mediating mechanisms through which SLA provisions affect offshore project outcomes.Originality/valueThe study findings shed light on how SLAs shape software project teams' balance between activities aimed at meeting client needs and those aimed at containing costs.

This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence perceived service quality and citizen satisfaction with e-government services. The service perceptions and their corresponding design characteristics are: (1) perceptions of a core service—accuracy, completeness, self-service capability, and convenience; (2) perceptions of facilitating services—accessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting services—personalization capability and transparency. We tested our research model using data from a two-stage survey of 3,065 users of three e-government services. The results showed that all design characteristics contributed to their respective service perceptions that influenced perceived service quality that in turn influenced citizen satisfaction. The finding of a three-way interaction among the service perceptions supported their complementary role in influencing perceived service quality. Accepted version

OBJECTIVE: Few studies examine physicians' use of different features of health information technology (HIT) in relation to their psychological empowerment and stress, especially in China, where many hospitals are being pushed to share digitized medical information. Further, there are mixed findings about the impact of HIT on stress, with some studies suggesting that HIT increases stress and others suggesting no effect. Hence, there is a need for a nuanced view of HITs to incorporate different features, regions, and outcomes. This work seeks to extend the existing body of knowledge on HIT by assessing the effects of basic (data-related) and advanced (clinical) HIT features on physician empowerment, stress, and ultimately, job satisfaction in Chinese hospitals. MATERIALS AND METHODS: We surveyed 367 physicians at 5 class 3 hospitals (ie, regional hospitals that provide specialist medical and healthcare services and carry out high levels of teaching and scientific research tasks) in 5 provinces in China. We specified and estimated a structural equation model using partial least squares. RESULTS: Physicians who used advanced features experienced improvement in all dimensions of physician empowerment and significant reduction in stress. Physicians who used basic technology, however, experienced improvement in fewer dimensions of physician empowerment and no significant change in stress. Except for efficacy, all dimensions of physician empowerment and stress predicted job satisfaction. CONCLUSIONS: Healthcare professionals should assess the purpose of HIT features and expect different effects on intermediate and ultimate outcomes. The nuanced view of HIT features and processes leading to outcomes sheds light on their differential effects and resolves inconsistencies in prior findings on HIT effects. Accepted version Source info: Chen, Y., Aljafari, R., Xiao, B., and Venkatesh, V. “Empowering Physicians with Health Information Technology: An Empirical Investigation in Chinese Hospitals,” Journal of the American Medical Informatics Association (28:5), 2021, 915-922. https://doi.org/10.1093/jamia/ocab034

The Internet of Things (IoT) is emerging as an integrated set of digital innovations with the potential to unleash unprecedented opportunities as well as to create significant challenges from both technological and societal perspectives. The emergence of IoT heralds a new dimension of a digital era with impact and influence that are not yet fully clear. This signals the opening of valuable opportunities for scholarly inquiries, particularly for information systems (IS) scholars. We posit that, as the IS discipline sits at the intersection of technical, business, and social applications of IT, which are also the essential dimensions of the impact of IoT, IS scholars are well positioned to understand and contribute to advancing research on this new topic and associated phenomena. This paper outlines the distinctive attributes of IoT and their implications for existing traditions of IS research. It further highlights some illustrative research perspectives from which IoT can be studied by IS scholars. We highlight a research agenda for IS in two different ways: first, by suggesting four categories of implications on IS research: (1) introduction of the physio-digital continuum; (2) multi-level exploration of IS; (3) composite affordances; and (4) heterogeneity; and second, by introducing four thematic impact domains: (1) impact on organizations; (2) impact on technology; (3) impact on individuals; and (4) impact on society.

Cyberdeviance, intentional use of information technology (IT) in the workplace that is contrary to the explicit and implicit norms of the organization and that threatens the well-being of the organization and/or its members, is an important research stream that has gained attention in academia and industry. Prior studies have treated different forms of cyberdeviance as different phenomena, resulting in a lack of a collective underlying conceptualization of cyberdeviance. This work inductively and empirically derives a typology of cyberdeviance with 439 respondents across three phases. Our results suggest that cyberdeviance varies along 3 dimensions: cyberdeviant behaviors that are minor versus serious; cyberdeviant behaviors that target individuals versus organizations; and cyberdeviant behaviors that require low versus high technical skill. We thus provide a comprehensive framework that fosters a logical linkage of various research programs related to cyberdeviance to guide future research investigation. The typology will help managers to distinguish different cyberdeviant behaviors and implement suitable interventions depending on the behavior. Accepted version

Despite promising growth, mobile commerce (m-commerce) still represents only a small proportion of the world's total e-commerce market. The research behind this article moves away from the predominantly single-country (typically developed) and utilitarian-focused market scope of past research to examine and provide a more nuanced understanding of customers’ motivations, whether utilitarian or hedonic, for using m-commerce across six countries. The six-country context, with data collected from 1,183 m-commerce users, offers a unique opportunity to advance mobile-retailing literature by comparing customers’ value perceptions, trust, and m-commerce use across disparate national markets. By treating motivations as conditions activated by individuals’ chronic regulatory orientations, our results show that hedonic motivation plays a more significant role in influencing customers’ value perceptions and trust for those who are promotion oriented (Australia and the United States), whereas utilitarian motivation plays a more important role for those who are prevention oriented (Bangladesh and Vietnam). Finally, both hedonic and utilitarian motivations play an important role in influencing customers’ value perceptions and trust for those who are moderately promotion and prevention oriented (India and Pakistan). These results offer insights to mobile retailers operating internationally in their decisions to standardize or adapt the mobile-shopping environment to deliver the most valuable, trustworthy, and engaging solutions to customers.

The explosive growth of mobile devices and their widespread acceptance by customers along with the potential benefits of autoID technologies have prompted retailers to consider adoption of emerging...

Purpose Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses. The purpose of this paper is to focus on the use of mobile technologies to facilitate customers’ shopping in physical retail stores and associated implementation challenges. Design/methodology/approach First, the authors introduce three emerging mobile shopping checkout processes in the retail store. Second, the authors suggest that new validation procedures (i.e. exit inspections) necessary for implementation of mobile-technology-enabled checkout processes may disrupt traditional retail service processes. The authors propose a construct labeled “tolerance for validation” defined as customer reactions to checkout procedures. The authors define and discuss five dimensions – tolerance for: unfair process; changes in validation process; inconvenience; mistrust; and privacy intrusion. The authors develop a measurement scale for the proposed construct and conduct a study among 239 customers. Findings The results show that customers have higher tolerance for validation under scenarios in which mobile technologies are used in the checkout processes, as compared to the traditional self-service scenario in which no mobile technology is used. In particular, the customers do not show a clear preference for specific mobile shopping scenarios. Originality/value These findings contribute to our understanding of a challenge that omnichannel businesses may face as they leverage data from digital technologies to enhance collaborative planning, forecasting, and replenishment processes. The proposed construct and measurement scales can be used in future work on omnichannel retailing.

We integrate control theory and the information systems (IS) project management literature using a multilevel lens to theorize the cross-level effects of technical IS project risk on individual developer outcomes—performance and psychological stress—and the mechanisms by which IS project managers’ project-related knowledge attenuates this relationship. We argue that IS project managers with project-related knowledge mitigate technical IS project risk by facilitating the enactment of internal and external process controls in their IS projects. Our empirical study involves data collected from 1,230 individual developers embedded in 130 IS project teams that are managed by 20 IS project managers. Our results provide strong support for the three-level model and its set of (a) cross-level main effects of technical IS project risk on individual developer outcomes; (b) cross-level main effects of IS project manager project-related knowledge on enacted internal and external process controls; and (c) cross-level moderation of the relationship between technical IS project risk and individual developer outcomes by IS project manager project-related knowledge through internal and external process controls. Our study provides insights on how IS project management, IS project process controls, and technical IS project risk must be managed as a system of multilevel dependencies to achieve the desired developer outcomes. The online appendix is available at https://doi.org/10.1287/isre.2017.0723 .

Mobile commerce (m-commerce) has become increasingly important for organizations attempting to grow revenue by expanding into international markets. However, for multinational mobile retailers (m-retailers), one of the greatest challenges lies in carefully managing their websites across multiple national markets. This work advances cross-national research on m-retailing by (1) examining how value dimensions shape m-shoppers’ motivations, (2) analyzing differential effects of hedonic and utilitarian motivations on intention and habit, and (3) examining the competing roles of conscious (intentional) and unconscious (habitual) m-commerce use drivers across developed and developing countries. This research also examines the moderating role of m-commerce readiness at the country level on the effect of motivation on intention and habit, along with their impact on m-commerce use. Based on data from 1,975 m-shoppers in nine countries (Australia, Bangladesh, Brazil, India, Pakistan, Singapore, the United Kingdom, the United States, and Vietnam) across four continents, the results demonstrate differential relationships: consumers at an advanced (early) readiness stage are more likely to be hedonism-motivated (utility-motivated) when using m-commerce and tend to use it intentionally/consciously (habitually/unconsciously). In addition to advancing knowledge about m-commerce from a scientific perspective, the findings can help multinational firms decide whether to standardize or adapt m-shopping experiences when internationalizing. Accepted version Source info: Ashraf, A.R., Thongpapanl, N.T., Anwar, A., Lapa, L., and Venkatesh, V., “Perceived Values and Motivations Influencing M-Commerce Use,” International Journal of Information Management (59), 2021, 102318

A key objective of knowledge management system (KMS) implementations is to facilitate job outcomes, such as job performance and job satisfaction. Prior KMS research indicates many KMS implementations have failed to achieve their intended job outcomes, such as job performance and job satisfaction, and one important reason for failure could be that employees do not know how to use a KMS to enhance job outcomes. Given that research on this topic is scant and the findings inconsistent, this paper sought to develop a better understanding of the topic. Specifically, we examine how employees can use a small number of KMS features to get a majority of their job tasks done. Limited research has used a systematic approach to identify these features, examined drivers of using these features, and impacts of the use of such features on job outcomes. Based on a literature review, we first identified several KMS features. Then, these features were examined using a qualitative study among 35 employees in a large organization in the finance industry to identify the key KMS features that could contribute positively to job outcomes. We then developed a nomological network of KMS feature use. Leveraging social network theory, we present peer support ties in general, and help-seeking ties and help-providing ties in particular, as key drivers of the use of these features and job outcomes. We also present various competing hypotheses for the effects from peer support to KMS feature use, KMS feature use to job outcomes, and peer support to job outcomes. We conducted a quantitative study (n = 1,441) in the same organization (noted above) to validate our model. Results indicated that our model was largely supported.

This paper draws from communication research and negative asymmetry theory to examine how employee social network ties at work affect deep structure use and job performance in the context of an ent...

Drawing on expectation confirmation research, we develop hypotheses regarding the effect of compensation on key customer outcomes following a major data breach and consequent service recovery effor...

Purpose Realizing value from information and communication technology (ICT) in procurement in developing countries is complex due to diverse stakeholders and intertwined procurement processes. The purpose of this paper is to examine the experience of the Government of Jamaica in leveraging ICTs as an intervention to transform its procurement operations and combat corruption. Design/methodology/approach The study examines conversations with employees in the Government of Jamaica to understand key milestones in its procurement history. Based on the view that the intervention context is an ecosystem where multiple and inconsistent views of the e-procurement system evolve over time, the study analyzes milestones to reveal key actions that contributed either to the initial success of or introduced challenges to the e-procurement system. Findings The findings suggest that inducing positive sentiments about the intervention through transparency will overcome a long history of negative sentiments about the initiatives of government bodies in general. Furthermore, positive sentiments may not be directly related to the e-procurement system. Research limitations/implications The study offers important insights that government bodies in similar contexts can apply to guide initiatives for transforming procurement operations. For instance, training should emphasize not only the technical aspects of the system from the perspective of different stakeholders but also their job descriptions. Future research may examine other initiatives in developing countries to compare the role of sentiments over time. Originality/value The study adopts a unique approach to understand the experience of a developing country in harnessing ICTs to transform procurement operations.

The recent phenomenon that has come to be known as the European refugee crisis is in reality a global problem. Accordingly, issues regarding refugee integration have become a central topic of debate worldwide. In this paper, we try to understand how refugees use information and communication technology (ICT) in different regions of the world to understand how ICT is supporting refugees’ desperate journey to safety, their stay in temporary settlement camps, and their post-settlement inclusion in host countries. With this goal in mind, we first conducted a series of interviews with Syrian refugees in Berlin, Germany to collect preliminary insights. Then, we organized panel discussions at two key information systems conferences (ICIS 2016 and ECIS 2017) involving participants from various countries. The panel discussions revealed seven key research themes: accessibility to information; availability of education and linguistic resources; admissibility to labor markets and entrepreneurship opportunities; communicability with home country; connectedness with local population; interactivity with host government; and volunteer coordination. We discuss how ICT might help to address issues related to each theme, present research questions relevant to each theme, and supply an illustration of how ICT has been employed to address an aspect of each theme. Insights gathered lead to: theoretical implications and future opportunities for research in the field of Information Systems; practical implications to be considered by different stakeholders interested in refugee integration; and social implications related to refugee crisis that cannot be ignored.

As new information technology (IT) platforms continue to emerge, the technical project risk associated with developing IT projects for these platforms is particularly challenging for organizations. We develop a nomological network of people, process, and technology to gain insight into how the effect of technical project risk can be mitigated at the IT project team level. Drawing on cultural contingency theory, the IT project risk framework, and the IT project management literature, we elaborate on the IT project team composition and team processes necessary to mitigate technical project risk. We tested the nomological network by conducting a field study of 325 IT project teams over a 3-year period at a large corporation in China. We found that project risk mitigation processes mediated the effect of IT project teams’ cultural composition on IT project performance, and the effect of these processes on IT project performance was stronger under high levels of technical project risk compared to low levels of such risk. By incorporating the cultural contingency theory into developing a nomological network of technical risk mitigation processes, this work not only contributes to the IT project management literature, but also provides suggestions for practitioners on how to better leverage people, process, and technology in mitigating IT project risks. Published version

Given the enormous amount of data created through customers’ transactions in retail stores, it comes as no surprise that retailers are actively seeking initiatives to leverage big data and offer their customers superior services that provide mutual, previously unattainable benefits. Nonetheless, fulfilment of such a strategic aim requires customers to adopt and embrace emerging technology-driven services. Exploring customers’ perceptions of such big data initiatives in retail environments, we develop a model examining the effects of technology enablers and privacy concerns on critical shopping outcomes including repatronage intentions, store image, and intention to use medium in the context of recently identified service configurations. We conduct an exploratory study to understand customers’ reactions toward emerging shopping scenarios and to enhance our survey instrument and then conduct an online survey (n = 442) to test our model. We found that customers’ usefulness perceptions of emerging services positively affected their intentions to use medium, and that their privacy concerns about the amounts of personal information, being collected through emerging services, negatively affected their repatronage intentions and store image. We discuss the implications of our work for research and practice.

Research on information technology (IT) adoption and use, one of the most mature streams of research in the information science and information systems literature, is primarily based on the intentionality framework. Behavioral intention (BI) to use an IT is considered the sole proximal determinant of IT adoption and use. Recently, researchers have discussed the limitations of BI and argued that behavioral expectation (BE) would be a better predictor of IT use. However, without a theoretical and empirical understanding of the determinants of BE, we remain limited in our comprehension of what factors promote greater IT use in organizations. Using the unified theory of acceptance and use of technology as the theoretical framework, we develop a model that posits 2 determinants (i.e., social influence and facilitating conditions) of BE and 4 moderators (i.e., gender, age, experience, and voluntariness of use) of the relationship between BE and its determinants. We argue that the cognitions underlying the formation of BI and BE differ. We found strong support for the proposed model in a longitudinal field study of 321 users of a new IT. We offer theoretical and practical IT implications of our findings. Accepted version

This paper investigates how citizens’ uncertainty in e-government services can be managed. First, we draw from uncertainty reduction theory, and propose that transparency and trust are two key means of reducing citizens’ uncertainty in e-government services. Second, we identify two key sets of relevant drivers of e-government service use: (1) information quality characteristics, i.e., accuracy and completeness; and (2) channel characteristics, i.e., convenience and personalization. We propose that the means of uncertainty reduction, information quality characteristics, and channel characteristics are interrelated factors that jointly influence citizens’ intentions to use e-government. We tested our model with 4,430 Hong Kong citizens’ reactions to two e-government services: government websites and online appointment booking. Our results show that the information quality and channel characteristics predict citizens’ intentions to use e-government. Furthermore, transparency and trust mediate as well as moderate the effects of information quality and channel characteristics on intentions. A follow-up survey found that citizens’ intentions predict use and ultimately, citizens’ satisfaction.

Highlights • COVID-19 has caused far-reaching changes to people’s work and home lives. • There is a moral imperative for science to help people battle this difficult time and eventually recover. • Unique research opportunities tied to work and home life impacts are outlined. • Important general issues and special considerations for researchers, editors, and reviewers are identified., Grounded in the vast changes to work life (jobs) and home life that people are facing due to the COVID-19 pandemic (hereinafter COVID), this article presents five research directions related to COVID’s impacts on jobs—i.e., job loss, job changes, job outcomes, coping, and support—and five research directions related to COVID’s impact on home life—i.e., home life changes, children, life-related outcomes, social life, and support. In addition to this, I discuss overarching possible research directions and considerations for researchers, editors, and reviewers, as we continue our scientific journey to support people through this pandemic and beyond. I organize these directions and considerations into two sets of five each: focal groups that should be studied—i.e., underprivileged populations, different countries and cultural contexts, women (vs. men), workers in healthcare (frontline workers), elderly and at-risk—and five general issues and special considerations—i.e., role of technology as the oxygen, pre- vs. mid- vs. post-COVID studies, constraints on data collection/research due to COVID, evolution of COVID, and focus on contextualization (generalizability is irrelevant).

ICT4D has emerged as an important research area within the IS discipline, with special issues in leading journals. Research on societal problems and a focus on the grand challenges facing the planet is crucial to do research that matters and changes the lives of the poorest people on the planet. In this presentation, against the backdrop of the presenter's work in rural India, suggested future research directions that call for a paradigm shift will be proposed spanning from human-computer interaction to IS theories.

The success of information systems development (ISD) projects depends on the developers who deliver them. However, developers face many challenges in bringing an ISD project to successful completion. These projects are often large and highly complex, with volatile targets, creating a stressful environment for developers. Although prior literature has considered how technical ISD risk factors, such as project size, complexity, and target volatility, affect team- and project-level outcomes, their effects on developers have received limited attention. This gap in the literature is problematic for two reasons: (1) the interplay between developers and project characteristics are unaccounted for, resulting in an incomplete picture of ISD; and (2) developer stress has been shown to reduce team performance. In this research, we examine the role of empowering leadership in reducing developer stress in ISD. We develop a multilevel model of the effect of empowering leadership on the relationship between technical ISD risk factors and developers’ role perceptions, and explore the consequences for developers’ stress. The model was tested in a field study of 350 developers in 73 ISD teams from a large U.S.-based firm. Results showed that empowering leadership ameliorated the negative effects of project size and target volatility on role ambiguity as well as the negative effects of project size, complexity, and target volatility on role conflict and stress. We also found that empowering leadership reduced role ambiguity, role conflict, and stress directly, and that role ambiguity and role conflict increased stress. Project size, complexity, and target volatility were found to increase empowering leadership behaviors. We conclude that empowering leadership can be an effective means of helping developers cope with technical ISD risk factors and discuss the implications of our findings for research and practice. The online appendix is available at https://doi.org/10.1287/isre.2017.0716 .

We conducted a usability study of the healthcare.gov website, popularly known as the Obamacare website, using the guidelines available on usability.gov, which were published by the Department of Health and Human Services. The study was conducted among 374 citizens. We found that the interface design, which we conceptualized as 16 dimensions, was rated rather low. Specifically, five dimensions of usability emerged as key to the prediction of overall usability of the website: hardware and software, home page, screen, scrolling and paging, and user experience. We also found that citizen satisfaction and intention to use the website were rated poorly. Based on a break down by gender, age and voting behavior (for Obama or not), we found several interesting patterns of differences. Ultimately, even if the infrastructure issues that have received a bulk of the media attention are miraculously resolved, our findings suggest that the site will be found wanting. The article offers specific illustrative examples of usability problems with the website and specific recommendations drawn from usability.gov. In addition to the practical implications for Obamacare, the article offers significant implications for researchers who seek to evaluate the usability of websites in general and healthcare websites in particular. Accepted version

PurposeInterorganizational business process standards (IBPS) are IT-enabled process specifications that standardize, streamline, and improve business processes related to interorganizational relationships. There has been much interest in IBPS as organizations from different industries implement these process standards that lead to successful organizational outcomes by integrating and standardizing intra- and inter-organizational business processes. These process standards enable data analytics capabilities by facilitating new sources of interorganizational process data. The purpose of this paper is to unearth employees’ reactions to a new type of supply chain process innovations that involved an implementation of new IBPS, a supply chain management (SCM) system, and associated analytics capabilities.Design/methodology/approachThe authors gathered and analyzed qualitative data for a year from the employees of a healthcare supplier, a high-tech manufacturing organization, during the implementation of a SCM system and RosettaNet-based IBPS.FindingsIn what the authors termed the initiation stage, there was quite a bit of confusion and unrest among employees regarding the relevance of the new process standards and associated analytics capabilities. With the passage of time, in the institutionalization stage, although the situation improved slightly, employees found workarounds that allowed them to appropriate just part of specific processes and the analytics capabilities. Finally, once routinized, employees felt comfortable in the situation but still did not appropriate the new supply chain processes faithfully. Overall, employees’ reactions toward the SCM system and associated analytics capabilities were different from their reactions toward the new business processes.Originality/valueThe paper contributes to the literature by offering novel insights on how employees react to and appropriate process innovations that change their work processes.

This paper examines the effects of information and communication technology (ICT) service innovation and its complementary strategies on brand equity and customer loyalty toward ICT service providers. We draw from research on brand equity and customer loyalty, ICT innovation management, and strategy complementarity to propose a model that includes new constructs representing ICT service innovation, i.e., service leadership, and its two complementary strategies, i.e., customization-personalization control and technology leadership, and how their interactions influence customer loyalty through customer-based brand equity. We test our model using data from an online survey of 1,210 customers of mobile data services. The results show that service leadership and customization-personalization control have significant direct impacts on ICT service providers' brand equity. Moreover, when either the level of technology leadership or the level of customization-personalization control is high, the impact of service leadership on brand equity is enhanced. In turn, brand equity has significant impacts on consumers' affective loyalty and conative loyalty, but not on cognitive loyalty. Our study contributes to the literature on service management and service science, and in particular to the management of ICT service innovation in a consumer technology market.

By distinguishing between employees' online and offline workplace communication networks, this paper incorporates technology into social network theory to understand employees' job performance. Specifically, we conceptualize network ties as direct and indirect ties in both online and offline workplace communication networks, thus resulting in four distinct types of ties. We theorize that employees' ties in online and offline workplace communication networks are complementary resources that interact to influence their job performance. We found support for our model in a field study among 104 employees in a large telecommunication company. The paper concludes with theoretical and practical implications.

Natural disasters, such as hurricanes, tornadoes, cyclones, earthquakes, volcanic eruptions, wildfires, and floods, have a profound impact on healthcare by limiting healthcare providers' ability to effectively provide patient care in the affected areas and respond to myriad healthcare needs of the affected population. The situation can potentially be exacerbated if healthcare providers do not have effective mechanisms in place for disaster response. The response to Hurricane Katrina, a Category 3 hurricane that made landfall in August 2005 and affected several states in the southwestern U.S., was a vivid example of how the lack of effective planning and responsiveness can affect healthcare services. In this paper, based on an extensive case study, which included a rigorous examination of the Veterans Health Administration's information technology (IT) infrastructure and its response to Hurricane Katrina, we present five strategies that healthcare organizations can undertake to develop and leverage IT-enabled disaster response. These include the development of: 1) an integrated IT architecture; 2) a universal data repository; 3) web-based disaster communication and coordination; 4) an IT-enabled disaster support system; and 5) standardized and integrated IT-enabled disaster response processes. We discuss how these strategies can help healthcare providers manage continuity and offer quality healthcare during natural disasters. Accepted version

The United Nations' Millennium Development Goals listed high infant mortality rates as a major problem in developing countries, especially in rural areas. Given the powerful information dissemination capabilities, information and communication technologies (ICTs) have been suggested as interventions to build infant care awareness and to modify healthcare behaviors. We examine how the use of one ICT intervention-specifically, eHealth kiosks disseminating authenticated and accessible medical information-can alleviate the problem of high infant mortality in rural India. We investigate how mothers' social networks affect their use of eHealth kiosks, seeking professional medical care for their infants and, ultimately, infant mortality. Drawing on the social epidemiology and social networks literatures, we focus on advice and hindrance from both strong and weak ties as the conduit of social influence on mothers' health-related behaviors for the care of their infants. Over a period of 7 years, we studied 4,620 infants across 10 villages where the eHealth kiosks were implemented along with support resources for proxy use. The results revealed that (1) eHealth kiosk use promotes seeking professional medical care and reduces infant mortality, (2) mothers are especially vulnerable to hindrance from both strong and weak ties as they choose to maintain the status quo of traditional infant healthcare practices (e.g., reliance on untrained personnel, superstitions, fatalism) in villages, and (3) advice from both strong and weak ties offers the potential to break down misplaced beliefs about infant healthcare practices and to develop literacy on seeking professional medical care. In contrast, in a comparative group of 10 neighboring villages, the reduction in infant mortality was not as pronounced and the effect of professional medical care in reducing infant mortality was lower. Our findings suggest that an ICT intervention can effectively address one of society's most important problems (i.e., infant mortality) even in parts of the world with limited resources and deep suspicion of technology and change. Overall, we believe such an ICT intervention will complement other investments being made, including the facilitation of use (proxy use) and provision of professional medical facilities to reduce infant mortality. Accepted version

This research conceptualizes mobile application usability and develops and validates an instrument to measure the same. Mobile application usability has attracted widespread attention in the field of human-computer interaction because well-designed applications can enhance user experiences. To conceptualize mobile application usability, we analyzed Microsoft's mobile usability guidelines and defined 10 constructs representing mobile application usability. Next, we conducted a pilot study followed by a quantitative assessment of the content validity of the scales. We then sequentially applied exploratory factor analysis and confirmatory factor analysis to two samples (n=404; n=501) consisting of German consumers using mobile social media applications on their smartphones. To evaluate the confirmatory factor model, we followed a step-by-step process assessing unidimensionality, discriminant validity and reliability. To assess the nomological validity of our instrument, we examined the impact of mobile application usability on two outcomes: continued intention to use and brand loyalty. The results confirmed that mobile application usability was a good predictor of both outcomes. The constructs and scales associated with mobile application usability validated in this paper can be used to guide future research in human-computer interaction and aid in the effective design of mobile applications. Accepted version Source info: Hoehle, H., Aljafari, R., and Venkatesh, V. “Leveraging Microsoft’s Mobile Usability Guidelines: Conceptualizing and Developing Scales for Mobile Application Usability,” International Journal of Human-Computer Studies (89:5), 2016, 35-53. https://doi.org/10.1016/j.ijhcs.2016.02.001

Purpose – Mobile checkout in the retail store has the promise to be a rich source of big data. It is also a means to increase the rate at which big data flows into an organization as well as the potential to integrate product recommendations and promotions in real time. However, despite efforts by retailers to implement this retail innovation, adoption by customers has been slow. The paper aims to discuss these issues. Design/methodology/approach – Based on interviews and focus groups with leading retailers, technology providers, and service providers, the authors identified several emerging in-store mobile scenarios; and based on customer focus groups, the authors identified potential drivers and inhibitors of use. Findings – A first departure from the traditional customer checkout process flow is that a mobile checkout involves two processes: scanning and payment, and that checkout scenarios with respect to each of these processes varied across two dimensions: first, location – whether they were fixed by location or mobile; and second, autonomy – whether they were assisted by store employees or unassisted. The authors found no evidence that individuals found mobile scanning to be either enjoyable or to have utilitarian benefit. The authors also did not find greater privacy concerns with mobile payments scenarios. The authors did, however, in the post hoc analysis find that mobile unassisted scanning was preferred to mobile assisted scanning. The authors also found that mobile unassisted scanning with fixed unassisted checkout was a preferred service mode, while there was evidence that mobile assisted scanning with mobile assisted payment was the least preferred checkout mode. Finally, the authors found that individual differences including computer self-efficacy, personal innovativeness, and technology anxiety were strong predictors of adoption of mobile scanning and payment scenarios. Originality/value – The work helps the authors understand the emerging mobile checkout scenarios in the retail environment and customer reactions to these scenarios.

Despite increasing organizational interest and investment in virtual worlds (VWs), there is a lack of research on the benefits of VWs. When and how does the use of VW systems engender better organizational outcomes than traditional collaborative technologies? This paper investigates the value of VWs for team collaboration. Team collaboration is particularly relevant in studying VWs given the rich interactive nature of VWs and an increasing organizational reliance on virtual teamwork. To understand the value of VW use for team collaboration, we examine the relationship between a team's disposition toward IT, their general disposition (personality) and VW use in influencing team cohesion and performance. We conducted a field study that compares two collaborative technology systems - one that is based on a traditional desktop metaphor and one that is grounded in the principles of a virtual world. We tracked the use of the systems for one year. We analyzed data at the team level and the results generally support our model, with agreeableness, conscientiousness, extraversion, openness, and computer self-efficacy interacting with time and technology type to positively influence team technology use. We also found that the use of the virtual world system positively influenced the relationship between technology use and team cohesion, which, in turn, predicts team performance. The model explains 57 percent, 21 percent, and 24 percent of the variance in team technology use, team cohesion, and team performance, respectively.

Advances in Internet technologies have led to the popularity of technology-based self-services, with the design of such services becoming increasingly important. Using technology-based services in the public sector as the setting, we identified the key service attributes driving adoption and use of transactional e-government services, and citizens' preference structures across these attributes. After identifying four key attributes, i.e., usability, computer resource requirement, technical support provision and security provision, we conducted a Web-based survey and a conjoint experiment among 2465 citizens. In a two-stage Web-based survey, citizens reported their perceptions about a smartcard technology for transactional e-government services before use, and their use and satisfaction 4 months later. Results showed that the key attributes (noted above) influenced citizens' intentions, subsequent use and satisfaction. In the conjoint experiment, citizens reported their preferences for key service attributes for two transactional e-government services. Further, a cluster analysis uncovered four distinct citizen segments, i.e., balanced, usability-focused, risk-conscious and resource-conservative, that can inform efforts in designing e-government services. A post hoc analysis confirmed the appropriateness of the market segmentation in understanding citizens' adoption and use of transactional e-government services.

In today's information and communication technology (ICT)-enabled service economy, there is great interest in digital service management. While the extant technology acceptance research has mainly studied user acceptance of various ICTs, there is a dearth of research on consumer acceptance of personal ICT services. In this paper, we extend the unified theory of acceptance and use of technology to the context of ICT services by examining the moderating role of ICT service type. We tested the proposed model in a large-scale survey of 4777 consumers, including both potential and current consumers of mobile data services (MDS), of two different types of MDS: communication and infotainment services. The results strongly supported the model with service type moderating key relationships. The findings have theoretical and practical implications for digital service management in particular and service science in general.

This study presents two extensions to the two-stage expectation-confirmation theory of information systems (IS) continuance. First, we expand the belief set from perceived usefulness in the original IS continuance model to include three additional predictors identified in the unified theory of acceptance and use of technology, namely effort expectancy, social influence and facilitating conditions. Second, we ground the IS continuance model in the context of transactional systems that involve transmission of personal and sensitive information and include trust as a key contextual belief in the model. To test the expanded IS continuance model, we conducted a longitudinal field study of 3159 Hong Kong citizens across two electronic government (e-government) technologies that enable citizens' access to government services. In general, the results support the expanded model that provides a rich understanding of the changes in the pre-usage beliefs and attitudes through the emergent constructs of disconfirmation and satisfaction, ultimately influencing IS continuance intention. Finally, we discuss the theoretical and practical implications of the expanded model.

While technology adoption is a major stream of research in information systems, few studies have examined the antecedents and consequences of mandatory adoption of technologies. To address this gap, we develop and test a model of mandatory citizen adoption of an e-government technology. Based on a framework that outlines the key stages associated with the launch of technology products, we identify various external factors as antecedents of four key technology adoption variables from the unified theory of acceptance and use of technology (UTAUT), i.e., performance expectancy, effort expectancy, social influence, and facilitating conditions, which ultimately impact citizen satisfaction. The four stages of technology launch and the salient antecedents in each stage are: market preparation stage - awareness; targeting stage - compatibility and self-efficacy; positioning stage - flexibility and avoidance of personal interaction; and execution stage - trust, convenience, and assistance. We test our model in a two-stage survey of 1,179 Hong Kong citizens, before and after they were issued a mandatory smart card to access e-government services. We find that the various factors tied to the different stages in launching the technology predict key technology adoption variables that, in turn, predict citizen satisfaction with e-government technology. We discuss the theoretical and practical implications for governments implementing technologies whose use by citizens is mandated.

The present research extends prior work on the relationship between users and technology by examining users' intention to explore a technology. Drawing on exploration and individual motivation theories, we developed and tested a model examining the effects of hedonic (i.e., personal innovativeness and cognitive absorption) and instrumental (i.e., performance expectancy and image enhancement) factors on individuals' intentions to explore a technology over time. Based on a study of 94 users exposed to a new technology, with measurements taken at two points in time, we found that both instrumental and hedonic factors affect individuals' intentions to explore, but their effects change over time such that as time goes by, the effect of personal innovativeness decreases and performance expectancy increases. In addition to our contributions and implications for research on technology acceptance, we present practical implications both for developers and managers, with a view toward helping the development and deployment of technologies that satisfy the evolution of users' needs over time.

India is an important frontier for economic growth, investments, and development. The service sector, like the manufacturing industry, in India is booming. Following the trend of their western counterparts, service organizations in India are implementing enterprise-level information and communication technologies (ICTs) to support service processes. In this paper, we used socio-technical systems theory to develop hypotheses about the effects of ICTs on the five job characteristics, i.e., skill variety, task identity, task significance, autonomy, and feedback, in the job characteristics model (JCM) in a service organization (a bank) in India. We also tested the entire JCM that relates job characteristics to job satisfaction and job performance via various mediators and moderators. In a 32-month longitudinal field study of 1743 employees, we gathered one wave of data before an ICT implementation and two waves after the implementation. We found that, although the ICT enriched employees' job characteristics, employees reported significantly lower job satisfaction and job performance. To understand this puzzling finding, we conducted a qualitative study and identified four contextual forces that contribute to these results and hinder successful implementation of ICTs in the service sector in India and, possibly, other developing countries: environmental barriers, learning difficulty, culture shock, and employee valuation.

We develop and test a model of migration and use of platforms to explain consumers' reactions to the newest generation of an information and communication technology platform. We draw from information systems and consumer behavior research on adoption and use of technologies, and adapt and incorporate the construct of complementarity from macrolevel research on platform leadership, network effects, and innovation ecosystems. We conceptualize complementarities between the hardware and software platforms, software platform and applications, and applications and services. The complementarities are theorized to influence migration intention, with current generation of the consumer's platform being a key moderator. We empirically validated our model with data collected using two waves of surveys from 4,412 consumers (2,333 consumers in the second wave) before and after the introduction of the third generation (3G) mobile data services platform in Hong Kong. We explained 60% of the variance in migration intention that in turn was strongly correlated with migration to and use of 3G. ; Department of Management and Marketing

In this paper, we draw on control theory to understand the conditions under which the use of agile practices is most effective in improving software project quality. Although agile development methodologies offer the potential of improving software development outcomes, limited research has examined how project managers can structure the software development environment to maximize the benefits of agile methodology use during a project. As a result, project managers have little guidance on how to manage teams who are using agile methodologies. Arguing that the most effective control modes are those that provide teams with autonomy in determining the methods for achieving project objectives, we propose hypotheses related to the interaction between control modes, agile methodology use, and requirements change. We test the model in a field study of 862 software developers in 110 teams. The model explains substantial variance in four objective measures of project quality—bug severity, component complexity, coordinative complexity, and dynamic complexity. Results largely support our hypotheses, highlighting the interplay between project control, agile methodology use, and requirements change. The findings contribute to extant literature by integrating control theory into the growing literature on agile methodology use and by identifying specific contingencies affecting the efficacy of different control modes. We discuss the theoretical and practical implications of our results.

We discuss three theoretical models from met expectations research in the fields of organizational behavior and consumer psychology. Based on the fundamental arguments in the models, we term these models: disconfirmation, ideal point, and experiences only. We present three-dimensional graphical and analytical representations of the models, with satisfaction being a function of expectations and experiences. We tested the models in the context of a new information system implementation in an organization, with expectations, experiences, and system satisfaction measured for both ease of use and usefulness, the focal constructs of the Technology Acceptance Model (TAM). We found that an experiences only model in which expectations had no measurable effect best explained the data for ease of use. The results for usefulness indicated a modified version of the experiences only model in which the positive effect of experiences becomes slightly stronger—i.e., more positive—as expectations increase.

Research on individual-level technology adoption is one of the most mature streams of information systems (IS) research. In this paper, we compare the progress in the area of technology adoption with two widely-researched streams in psychology and organizational behavior: theory of planned behavior and job satisfaction. In addition to gauging the progress in technology adoption research, this allows us to identify some fruitful areas for future research. Based on our comparison, we conclude that there has been excellent progress in technology adoption research. However, as a next step, we call for research focused on interventions, contingencies, and alternative theoretical perspectives (to the largely social psychologybased technology adoption research. Also, we believe it would be important to use the comparisons discussed here as a basis to develop a framework-driven set of future research directions to guide further work in this area.