Start Date
11-12-2016 12:00 AM
Description
IT self-service engagement, an individual’s attempt to voluntarily solve his or her IT problems without seeking the help of the IT department in an organizational setting, is an emerging phenomenon; it is gaining momentum among employees and organizations alike. By 2017, up to 54% of organizations are predicted to use IT self-service as an alternative to phone and email contact. In this study, we anchor IT self-service engagement within the conceptual framework of the theory of trying. We study what motivates individuals to engage in IT self-service as well as its effects on innovative work behaviors. Sampling more than 200 employees, we show that (a) IT self-service is a concept in its own right, (b) is driven by levels of IT empowerment and subjective norms, (c) manifests itself in heightened levels of innovative work behaviors, and (d) exists irrespective of good or bad service experiences provided by the IT department.
Recommended Citation
Zaza, Ibtissam and Junglas, Iris, "IT Self-Service Engagement: A Theory of Trying Perspective" (2016). ICIS 2016 Proceedings. 9.
https://aisel.aisnet.org/icis2016/ISOrganizations/Presentations/9
IT Self-Service Engagement: A Theory of Trying Perspective
IT self-service engagement, an individual’s attempt to voluntarily solve his or her IT problems without seeking the help of the IT department in an organizational setting, is an emerging phenomenon; it is gaining momentum among employees and organizations alike. By 2017, up to 54% of organizations are predicted to use IT self-service as an alternative to phone and email contact. In this study, we anchor IT self-service engagement within the conceptual framework of the theory of trying. We study what motivates individuals to engage in IT self-service as well as its effects on innovative work behaviors. Sampling more than 200 employees, we show that (a) IT self-service is a concept in its own right, (b) is driven by levels of IT empowerment and subjective norms, (c) manifests itself in heightened levels of innovative work behaviors, and (d) exists irrespective of good or bad service experiences provided by the IT department.