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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. \

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Aug 16th, 12:00 AM

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. \