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Abstract

According to the Technology Acceptance Model (TAM) user perceptions of usefulness and ease of use are major determinants of IT adoption. Extensive research dealing with direct cut over implementation of new IT in field settings support this assertion. In today’s market, however, new IT are often deployed using a parallel systems strategy: new IT are implemented while existing IT are retained so that both IT work in parallel for some time. This study suggests and supports a model showing that user preference for using the new IT depends on user assessment of the usefulness of both the old IT and the new IT. Survey data from a large telecommunications organization that was in the process of adopting a new customer service system while continuing to run the older system in parallel, shows that the respondents?overall preference to use the new IT was, as hypothesized, affected by user perceptions of both IT: perceived usefulness of the new IT increased user preference to adopt the new IT, while perceived usefulness of the old IT decreased it. The perceived usefulness of each system was, as suggested by TAM, increased by the perception of its ease of use. Implications are discussed.

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