Start Date
16-8-2018 12:00 AM
Description
Organizations are not only changing their IT service delivery model (e.g., Apple Genius Bar) but also are on the rise in adopting IT self-service portals solutions (e.g., IBM). As a byproduct of IT consumerization, individuals are becoming more and more tech-savvy and self-sufficient in making their own decisions about their choice of technology and how to solve any IT problem they might face. Engagement in IT self-service is a behavior where individuals try to resolve their technological issues without seeking the help of the organizations’ IT department personnel. \ \ Following an exploratory approach and applying the guidelines of grounded theory, this study aims to address the age-related divide in the workplace regarding IT self-service engagement behavior. \
Recommended Citation
Zaza, Ibtissam and Armstrong, Deborah, "A Look on the Generational Differences in IT Self-Service Engagement" (2018). AMCIS 2018 Proceedings. 3.
https://aisel.aisnet.org/amcis2018/SocialInclusion/Presentations/3
A Look on the Generational Differences in IT Self-Service Engagement
Organizations are not only changing their IT service delivery model (e.g., Apple Genius Bar) but also are on the rise in adopting IT self-service portals solutions (e.g., IBM). As a byproduct of IT consumerization, individuals are becoming more and more tech-savvy and self-sufficient in making their own decisions about their choice of technology and how to solve any IT problem they might face. Engagement in IT self-service is a behavior where individuals try to resolve their technological issues without seeking the help of the organizations’ IT department personnel. \ \ Following an exploratory approach and applying the guidelines of grounded theory, this study aims to address the age-related divide in the workplace regarding IT self-service engagement behavior. \