Agency satisfaction with electronic record management systems: A large‐scale survey

Hu, Paul Jen-Hwa; Hsu, Fang-Ming; Hu, Han-fen; Chen, Hsunchun

doi:10.1002/asi.21429

Cited by 12 publications

(7 citation statements)

References 96 publications

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“…A fruitful future research direction will be to include BE and its determinants as predictors of these new dimensions of IT use. Furthermore, it will be important to study how IT use relates to performance at different levels of analysis, such as team performance (Fuller & Dennis, ), and contexts, such as e‐government (Venkatesh, Chan, & Thong, ), e‐commerce (Sia et al, ), health care (Hu, Hsu, Hu, & Chen, ; Venkatesh, Zhang, & Sykes, ), education (Booker et al, ), information science (Lee, Wei, & Hu, ), and consumer behavior (Kim et al, ).…”

Section: Discussionmentioning

confidence: 99%

Going beyond intention: Integrating behavioral expectation into the unified theory of acceptance and use of technology

Maruping

Bala

Venkatesh

et al. 2016

Asso for Info Science & Tech

176

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Research on information technology (IT) adoption and use, one of the most mature streams of research in the information science and information systems literature, is primarily based on the intentionality framework. Behavioral intention (BI) to use an IT is considered the sole proximal determinant of IT adoption and use. Recently, researchers have discussed the limitations of BI and argued that behavioral expectation (BE) would be a better predictor of IT use. However, without a theoretical and empirical understanding of the determinants of BE, we remain limited in our comprehension of what factors promote greater IT use in organizations. Using the unified theory of acceptance and use of technology as the theoretical framework, we develop a model that posits 2 determinants (i.e., social influence and facilitating conditions) of BE and 4 moderators (i.e., gender, age, experience, and voluntariness of use) of the relationship between BE and its determinants. We argue that the cognitions underlying the formation of BI and BE differ. We found strong support for the proposed model in a longitudinal field study of 321 users of a new IT.We offer theoretical and practical IT implications of our findings.

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Section: Discussionmentioning

confidence: 99%

Going beyond intention: Integrating behavioral expectation into the unified theory of acceptance and use of technology

Maruping

Bala

Venkatesh

et al. 2016

Asso for Info Science & Tech

176

View full text Add to dashboard Cite

show abstract

“…Furthermore, service climate is recognized as predictor of interactional quality that may drive customer satisfaction and service performance (Chen, 2015). Research studies also validate the association between perceived service environment and satisfaction (Hu et al, 2010;Ryu, Lee, & Gon Kim, 2012). Chen et al (2015) and Wang (2009) found a significant impact of emotional regulation on interactional quality.…”

Section: Literature Reviewmentioning

confidence: 81%

“…These perceptions of role stressors may affect the quality of interaction interface with customer and can adversely influence the expected performance of employees. Role overload is acknowledged as one of the job stressors, where employees perceive high time pressure due to a number of responsibilities and commitments in their lives (Brown et al, 2005;Hu, Hsu, Hu, & Chen, 2010). Role overload is acknowledged as predictor of interactional quality.…”

Section: Literature Reviewmentioning

confidence: 99%

A model and empirical examination of influencing factors of customer satisfaction and service performance through interactional quality

Habib¹,

Attiq²

2020

BER

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Marketing scholars have recognized that building and maintaining strong employee-customer relationships are contributors to the performance of organizations. Empirical evidences concerning employee-customer interaction with the help of integrated framework by using the data from supervisor, employee and customer is scarce. Insights from literature, application of service profit chain and unique set of triad (supervisor, employee and customer) as a unit of analysis, enables an examination of various relational paths among the antecedents and outcomes of interactional quality and fills in the aforementioned void. This study seeks to model and empirically test key cognitive (role overload, self-efficacy, and service climate) and emotional aspects (emotional regulation) on outcome variables (interactional quality, customer satisfaction, service performance). An integrated theoretical model rooted in the reflections of emotional cognition theory, cognitive energetical theory and cognitive emotional theory is developed. A survey questionnaire on the basis of well-established measurements from the previous research studies is adopted for data collection from insurance sector of Pakistan. Data is collected with the help of purposive sampling. A total of 270 sets of survey responses are used to empirically test the measurements and propositions through structural equation modelling using AMOS 23. The findings are in support of a significant model and proposed relational paths. In general, results revealed that role overload, self-efficacy, service climate and emotional regulations lead towards customer satisfaction and service performance through interactional quality. This research offers a number of academic and practical implications. The main implication of this research is the extension in conceptual research of marketing literature by providing empirical evidence regarding employee-customer relationship. Managers should recognize that frontline employees, whether they simply interact or actually render the service are the central actor in delivering better quality services that resulted in customer satisfaction. A number of academic as well as managerial implications are proposed and discussed.

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“…Therefore, based on existing information sciences and mobile application research, we included items for two dependent variables, namely continued intention to use and brand loyalty. Intention in particular is a critical indicator of success of newly implemented information technologies and associated services (Hu et al, 2010(Hu et al, , 2005Hu et al, 2009). Prior research suggests aesthetic and colorful graphics positively influence consumers' continued intention to use and brand loyalty toward mobile applications (Scornavacca et al, 2006).…”

Section: Confirmatory Studymentioning

confidence: 99%

Leveraging Microsoft׳s mobile usability guidelines: Conceptualizing and developing scales for mobile application usability

Hoehle

Aljafari

Venkatesh

2016

International Journal of Human-Computer Studies

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This research conceptualizes mobile application usability and develops and validates an instrument to measure the same. Mobile application usability has attracted widespread attention in the field of human-computer interaction because well-designed applications can enhance user experiences. To conceptualize mobile application usability, we analyzed Microsoft's mobile usability guidelines and defined 10 constructs representing mobile application usability. Next, we conducted a pilot study followed by a quantitative assessment of the content validity of the scales. We then sequentially applied exploratory factor analysis and confirmatory factor analysis to two samples (n ¼404; n ¼501) consisting of German consumers using mobile social media applications on their smartphones. To evaluate the confirmatory factor model, we followed a step-by-step process assessing unidimensionality, discriminant validity and reliability. To assess the nomological validity of our instrument, we examined the impact of mobile application usability on two outcomes: continued intention to use and brand loyalty. The results confirmed that mobile application usability was a good predictor of both outcomes. The constructs and scales associated with mobile application usability validated in this paper can be used to guide future research in human-computer interaction and aid in the effective design of mobile applications.

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Agency satisfaction with electronic record management systems: A large‐scale survey

Cited by 12 publications

References 96 publications

Going beyond intention: Integrating behavioral expectation into the unified theory of acceptance and use of technology

Going beyond intention: Integrating behavioral expectation into the unified theory of acceptance and use of technology

A model and empirical examination of influencing factors of customer satisfaction and service performance through interactional quality

Leveraging Microsoft׳s mobile usability guidelines: Conceptualizing and developing scales for mobile application usability

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