Impacts of Information and Communication Technology Implementations on Employees' Jobs in Service Organizations in India: A Multi‐Method Longitudinal Field Study

实施 领域(数学) 服务(商务) 信息和通信技术 业务 计算机科学 纵向磁场 信息技术 运营管理 过程管理 知识管理 电信 产业组织 营销 经济 万维网 量子力学 操作系统 磁场 物理 数学 程序设计语言 纯数学
作者
Viswanath Venkatesh,Hillol Bala,Tracy Ann Sykes
出处
期刊:Production and Operations Management [Wiley]
卷期号:19 (5): 591-613 被引量:120
标识
DOI:10.1111/j.1937-5956.2010.01148.x
摘要

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.
最长约 10秒,即可获得该文献文件

科研通智能强力驱动
Strongly Powered by AbleSci AI
更新
PDF的下载单位、IP信息已删除 (2025-6-4)

科研通是完全免费的文献互助平台,具备全网最快的应助速度,最高的求助完成率。 对每一个文献求助,科研通都将尽心尽力,给求助人一个满意的交代。
实时播报
yu发布了新的文献求助10
刚刚
1秒前
wanci应助无辜的水蓝采纳,获得10
1秒前
1秒前
1秒前
2秒前
2秒前
君无邪发布了新的文献求助10
2秒前
djiwisksk66应助追寻航空采纳,获得10
2秒前
文艺不凡发布了新的文献求助10
3秒前
3秒前
lululuq发布了新的文献求助10
3秒前
3秒前
Natforever发布了新的文献求助10
4秒前
无限猕猴桃完成签到,获得积分10
4秒前
蒋小亮发布了新的文献求助10
4秒前
ddy发布了新的文献求助10
4秒前
5秒前
小菜发布了新的文献求助10
5秒前
埋头苦干科研完成签到,获得积分10
5秒前
6秒前
6秒前
打打应助傲娇的厉采纳,获得10
6秒前
穆若发布了新的文献求助10
6秒前
Dr.coco发布了新的文献求助10
7秒前
宁听白发布了新的文献求助10
7秒前
shisong发布了新的文献求助10
8秒前
8秒前
8秒前
8秒前
君无邪完成签到,获得积分10
9秒前
yydragen应助DD采纳,获得30
9秒前
9秒前
Jasper应助cxszt采纳,获得10
9秒前
芋泥泥泥发布了新的文献求助10
11秒前
田様应助qq采纳,获得10
11秒前
ser发布了新的文献求助10
11秒前
11秒前
葱油饼发布了新的文献求助10
12秒前
穆若完成签到,获得积分10
13秒前
高分求助中
A new approach to the extrapolation of accelerated life test data 1000
ACSM’s Guidelines for Exercise Testing and Prescription, 12th edition 500
Picture Books with Same-sex Parented Families: Unintentional Censorship 500
Nucleophilic substitution in azasydnone-modified dinitroanisoles 500
不知道标题是什么 500
A Preliminary Study on Correlation Between Independent Components of Facial Thermal Images and Subjective Assessment of Chronic Stress 500
Phylogenetic study of the order Polydesmida (Myriapoda: Diplopoda) 360
热门求助领域 (近24小时)
化学 材料科学 医学 生物 工程类 有机化学 生物化学 物理 内科学 纳米技术 计算机科学 化学工程 复合材料 遗传学 基因 物理化学 催化作用 冶金 细胞生物学 免疫学
热门帖子
关注 科研通微信公众号,转发送积分 3970802
求助须知:如何正确求助?哪些是违规求助? 3515474
关于积分的说明 11178714
捐赠科研通 3250627
什么是DOI,文献DOI怎么找? 1795390
邀请新用户注册赠送积分活动 875818
科研通“疑难数据库(出版商)”最低求助积分说明 805183