PACIS 2020 Proceedings


Drawing on the literature of categorization and adaptive behavior, we propose that employees who deploy IT-based knowledge in service encounters will improve their service performance. A model is developed to conceptualize the process by which employees categorize customers in service encounters and adapt to them in delivering service and offering service options. IT-based knowledge enables employees to assign the prospective customers to customers categories so as to anticipate their expectations and preferences. Accordingly, employees adjust their interpersonal behavior in their interactions with customers and customize service options to customers’ preferences. With the introduction of IT-based knowledge as an antecedent to adaptive behavior, we enrich the extant literature in IT support for employees performance. Empirical findings are thus generated for performance improvement as of our investigation into service quality resultant from employees’ adaptive behavior.



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