Examining the effects of information system characteristics and perceived usefulness on post adoption usage of information systems

Understanding post adoption behavior has emerged as an important issue in IS research. Organizations have invested in a plethora of Information Systems (IS) and the benefits that can be gained from these systems depend on their usage. Prior research has examined factors that impact users’ intention to continue using the IS. However, comprehending post adoption IS usage behavior has not received much attention. Building on TAM and IS success model, this study proposes that information quality and system integration influence perceived IS usefulness which will then drive post adoption usage of the IS. Post adoption IS usage is conceptualized as a broad concept that includes extended usage and exploratory usage. Data (N = 1032) was collected to test the model, in the context of a web-based student information system that students use to manage their academic work. The results show that at the post adoption stage, perceived IS usefulness is a good predictor of extended usage and exploratory usage. However, surprisingly IS usefulness was found to explain a much larger variance in exploratory usage. Information quality and system integration were found to influence IS usefulness. However, information quality also has a direct affect on extended usage, while system integration directly influenced exploratory usage. Assessment of the moderating role of gender and internet experience on model relationships reveals interesting insights. Implications are drawn for future research and practice.     

A storyteller's guide to problem‐based learning for information systems management education

More than a decade ago, evidence‐based recommendations emerged regarding what students of information systems (IS) management education should learn and how should they learn it. Although these recommendations for how IS management should be taught remain valid, they need to be updated to account for recent advances in technologies that enable multimedia learning. Promoters of such technologies promise enhanced cognitive and behavioural outcomes, but this promise remains unreached, reflecting the underdeveloped multimedia‐enabled learning literature. To help attain this promise and rejuvenate the literature of multimedia learning, we offer a roadmap for new areas of research that would inform the design and use of a novel form of multimedia materials: narrative animated videos (NAVs). NAVs represent a form of self‐determined learning that features immersive, story‐based content. We argue that their use will intrinsically motivate users to process the materials to completion, thereby enhancing cognitive and behavioural outcomes, and thus catalysing the effectiveness of the team‐based learning and self‐regulated learning modes for problem‐based learning (PBL) delivery of IS management education. This compelling roadmap corresponds to meaningful IS research because it centres on a topic that the IS literature has long examined—the role of user motivation—and because its theoretical contributions invite specific paths of research for informing the design of the PBL delivery of IS management education within an information systems artefact.     

User behaviours after critical mobile application incidents: the relationship with situational context

Users occasionally have critical incidents with information systems (IS). A critical IS incident is an IS product or service experience that a user considers to be unusually positive or negative. Critical IS incidents are highly influential in terms of users' overall perceptions and customer relationships; thus, they are crucial for IS product and service providers. Therefore, it is important to study user behaviours after such incidents. Within IS, the relationships between the situational context and user behaviours after critical incidents have not been addressed at all. Prior studies on general mobile use as a related research area have recognized the influence of the situational context, but they have not covered the relationships between specific situational characteristics and different types of user behaviours. To address this gap, we examine 605 critical mobile incidents that were collected from actual mobile application users. Based on our results, we extend current theoretical knowledge by uncovering and explaining the relationships between specific situational characteristics (interaction state, place, sociality and application type) and user behaviours (use continuance, word‐of‐mouth and complaints). We have found, for example, that users are less likely to engage in negative behaviours after negative incidents that take place outdoors or in vehicles than after indoor incidents. This is because users often consider indoor environments to be familiar and treat them with established expectations and low uncertainty: users are accustomed to the notion that the applications function indoors just like before. Further, we present practical implications for mobile application providers by suggesting to them which positive critical incidents are the most beneficial to promote and which negative critical incidents are the most crucial to avoid.     

Quality of IS use

The importance of skills to use information systems (IS) seems to be well understood, but surprisingly only moderately studied. Research on IS adoption has concentrated mainly on the implementation and phases prior to implementation. Post-implementation behaviour has played a minor role. Further, post-implementation studies have concentrated more on usage and user satisfaction rather than the abilities required to use IS in an organizational context. Here we address the emergent issue of the skills to use IS. The research objective is to assess levels of skill in using microcomputer software packages and to understand the role of skills in an organizational context. To fulfill the research objective a case study has been conducted. The results suggest that IS abilities which support work might be at an alarmingly low level although IS usage seems to be active.     

Understanding the successful adoption and use of IS/IT in SMEs: an explanation from Portuguese manufacturing industries

Abstract. The objectives of the research were to identify factors enabling or inhibiting the adoption and use of information systems and technology (IS/IT) in Portuguese manufacturing small and medium‐sized enterprises (SMEs) and understand how these factors interrelate in determining relative success in the adoption and use of IS/IT. This research elicited factors from previous quantitative and qualitative research, which had been shown to influence IS/IT adoption in SMEs in other contexts. A strategic change framework was used to structure the factors and ensure that comprehensive evidence about their nature and effects could be obtained in the empirical research. Further factors were identified by initial fieldwork, before carrying out 12 in‐depth case studies, across a range of situations – different industries, different levels of adoption and a range of degrees of success in IS/IT use. The pattern that emerged from the analysis of the data shows that certain factor combinations and relationships appear to determine the relative degrees of IS/IT success across the firms. This pattern can also be explained by interpreting the roles and relationships of the key actors involved in the process of IS/IT adoption and use. Top management perspectives and attitudes towards IS/IT adoption and use play an important role in the development of internal IS/IT competencies and provide an important contribution to the development of a context that enables IS/IT success.     

More than providing ‘solutions’: towards an understanding of customer‐oriented citizenship behaviours of IS professionals

Information systems (IS) support in organizations has undergone dramatic changes over the years. IS professionals in the support function have become an important knowledge source to colleagues who seek assistance with their IS usage. Our understanding of IS professionals' customer‐oriented behaviours is limited, however. Focusing on IS post‐implementation support and drawing upon organizational citizenship behaviour (OCB) theory, this paper seeks to understand IS professionals' citizenship behaviours in supporting colleagues. Our analysis of 630 support tasks performed by IS professionals with regard to two systems at three periods reveals five types of customer‐oriented OCB: anticipation, education, justification, personalization‐technology and personalization‐business. Our results also show different associations between four contextual factors of IS support (i.e. system, user, task and problem) and the OCBs. In instances of user deficiency, more personalization‐business and anticipation OCBs were observed across all the four problem domains (functionality, data, workflow and role). By contrast, in instances of system deficiency, more personalization‐technology OCBs were observed among the two problem domains of data and functionality. Moreover, the occurrence of OCBs revealed a temporal pattern such that personalization‐business OCBs are more pronounced in early post‐implementation periods whereas anticipation OCBs and personalization‐technology OCBs become more dominant later. The categorization scheme of the customer‐oriented OCB, the OCB dynamics and the patterns between OCB types and the contextual factors advance our understanding of the evolving and challenging work of organizational IS support. Our findings extend the OCB literature on customer orientation and enrich the limited studies on knowledge‐intensive IS support work. Practical implications of the findings on IS management and policies are discussed.     

Experience with an extensible workspace for analysis of low‐level usage data

Analysis of low‐level usage data collected in empirical studies of user interaction is well known as a demanding task. Existing techniques for data collection and analysis are either application specific or data‐driven. This paper presents a workspace for data cleaning, transformation and analysis of low‐level usage data that we have developed and reports our experience with it. By its five‐level architecture, the workspace makes a distinction between more general data that typically can be used in initial data analysis and the data answering a specific research question. The workspace was used in four studies and in total 6.5M user actions were collected from 238 participants. The collected data have been proven to be useful for: (i) validating solution times, (ii) validating process conformances, (iii) exploratory studies on program comprehension for understanding use of classes and documents and (iv) testing hypotheses on keystroke latencies. We have found workspace creation to be demanding in time. Particularly demanding were determining the context of actions and dealing with deficiencies. However, once these processes were understood, it was easy to reuse the workspace for different experiments and to extend it to answer new research questions. Based on our experience, we give a set of guidelines that might help in setting up studies, collecting and preparing data. We recommend that designers of data collection instruments add context to each action. Furthermore, we recommend rapid iterations starting early in the process of data preparation and analysis, and covering both general and specific data. Copyright © 2009 John Wiley & Sons, Ltd.     

Exploring users' appropriation and post‐implementation managerial intervention in the context of industry IOIS

Although the literature has repeatedly shown that inter‐organizational information systems (IOIS) are prone to abandonment and low levels of adoption, a great deal of research examining such unsatisfactory outcomes has focused on phenomena occurring in the early stages of the implementation, thus, leaving the post‐implementation period under‐explored. This paper presents a conceptual lens through which we study two interrelated post‐implementation phenomena: managerial intervention and users' appropriation. Specifically, we develop a structurational model to examine IOIS management intervention to boost IOIS assimilation, the situated and emergent appropriations of the IOIS that followed and the ongoing adaptations by those intervening in these processes. Actors shape the context for others' actions by offering modalities of structuring – i.e. new meanings, new procedures, new software applications – which are then taken up in practice by adopters, giving rise to both intended and unintended outcomes. The paper contributes with a multi‐level process‐based study that (1) conceives IOIS assimilation as an episodic process in which there are dialectical tensions between users and IOIS management; and (2) identifies two forms of managerial intervention targeting diverse aspects of the institutional context that lead to assimilation.     

Formation and Effect of Social Media Usage Habit

The widespread of social media (SM) provides information system (IS) research with a great opportunity to examine IS usage habit. This study adapts habit perspectives of social psychology into social media use and contextualizes findings from both service marketing and IS usage literature for developing a model of SM usage habit. The model suggests a set of behavior-, goal-, affect-, and expectation-based factors that drive the formation of habit for SM use, which in turn influences future usage behavior. By testing the model with a longitudinal field survey of 518 social networking service (SNS) users, this study provides an integrative context-specific view of SM usage habit and addresses unconscious habitual IS use beyond the traditional perspectives of conscious intentional behavior. The findings have important implications for promoting sustainability of social media applications and services.     

Examining the use of status quo bias perspective in IS research: need for re‐conceptualizing and incorporating biases

Kim & Kankanhalli introduced status quo bias perspective (SQBP) to help understand information systems (hereinafter IS) users' resistance behaviour. Since then, scholars have widely referred to the theoretical perspective to understand user resistance to and adoption of new IS and information and communication technologies (hereinafter ICT). However, our analysis found that while adopting SQBP, researchers focused primarily on rational cost‐and‐benefit analysis, rather than on the fundamental tenet of SQBP that highlights ‘bias’ in users' decision‐making on account of their cognitive limitations that lead to bounded rationality. In addition, some of the key constructs used in SQBP were not properly interpreted or were oversimplified in their operationalization. This research note aims to provide guidance for utilizing and analysing SQBP and its constructs for future IS user resistance/adoption research. Because SQBP provides unique insights into ‘bias’ in human decision‐making in its presentation of bounded rationality, accurate interpretation of its concepts and their investigation can help better understand the different sources of user resistance derived from the status quo bias during new IS and ICT implementation. © 2016 John Wiley & Sons Ltd     

I’m just burned out: Understanding information system compatibility with personal values and role-based stress in a nursing context

Using the theory of role dynamics, we develop a model linking nurses’ perceptions of an information system’s compatibility with their values to work stress and burnout. We surveyed registered nurses and tested the research hypotheses via the partial least squares approach to structural equation modeling. Our results demonstrate a linkage between nurses’ perceptions of IS compatibility with values, role conflict, and burnout, thus contributing to our understanding of the ways in which IS usage has the potential to impact users, especially in mandatory usage environments. Implications and study limitations are also discussed.     

A study to explore the effects of self‐regulated learning environment for hearing‐impaired students

Although computer‐ and Internet‐aided learning for hearing‐impaired students has been a trend in the modern days, a few studies were done to examine their effectiveness in strengthening learning motivation and, in turn, enhancing learning efficiency. This study attempts to establish an interactive self‐regulated learning environment and employs Attention, Relevance, Confidence, Satisfaction motivation model, hyperlink technology, modular concepts and online learning community to design teaching contents and presentation of teaching materials. An empirical study was conducted to examine the effects of hearing‐impaired students learning motivation and cognitive attitude of learning environment. The results showed that interactive and self‐regulated learning environment could effectively strengthen learning motivation and promote positive learning behaviour in hearing‐impaired students.     

The effect of role conflict on self‐disclosure in social network sites: An integrated perspective of boundary regulation and dual process model

As people increasingly integrate social network sites (SNSs) into their daily lives, their social connections on SNSs become more diverse, including their friends, co‐workers, and relatives. In such a context, users may receive different role expectations from their various social circles and experience role conflict in their usage of SNSs. Furthermore, previous literature suggests that people may not always make privacy‐related decisions through effortful and deliberate information processing. Drawing on the perspective of boundary regulation and dual process theories, this study clarifies the consequences of role conflict on SNSs. A theoretical model is developed to examine the effect of role conflict regarding privacy risk and perceived control, which, in turn, impact self‐disclosure behaviour, as well as how this process is moderated by high‐ versus low‐effort processing. The results of 4 experiments provide strong support for our model. The implications for theory and practice are discussed.     

IS service performance: self-perceptions and user perceptions

User evaluation of the quality of an information system (IS) and its service is often a major factor in the performance evaluation of the IS staff. While views of users are critical, user evaluation may be incomplete and prompt inappropriate decisions regarding the delivery of the IS service. Three hundred and sixty degree evaluation techniques strive to avoid unjustified actions by eliciting feedback from multiple stakeholders to calibrate expectations more effectively and set the most appropriate future goals. Evidence from a survey of 193 IS users and IS staff members clarified the helpfulness of the principles in 360° feedback with regard to IS staff performance.     

An empirical examination of users' post-adoption behaviour of mobile services

Extant research has focused on the initial adoption and usage of mobile services and paid little attention to the post-adoption and continuance usage. However, unless users continue using mobile services, service providers cannot achieve success. Drawing upon the expectation confirmation theory, this research develops a mobile post-adoption model. The post-adoption behaviour includes three variables: continuance intention, recommendation and complaint. We conducted data analysis with partial least squares. The results indicated that expectation confirmation, perceived ease of use, perceived usefulness and usage cost significantly affect users' satisfaction, further determining their post-adoption behaviour. In addition, perceived usefulness has a direct effect on the continuance intention.     

Stop talking and type: comparing virtual and face‐to‐face mentoring in an epistemic game

Research has shown that computer games and other virtual environments can support significant learning gains because they allow young people to explore complex concepts in simulated form. However, in complex problem‐solving domains, complex thinking is learned not only by taking action, but also with the aid of mentors who provide guidance in the form of questions, instructions, advice, feedback and encouragement. In this study, we examine one context of such mentoring to understand the impact of replacing face‐to‐face interactions between mentors and students with virtual, chat‐based interactions. We use pre‐ and post‐measures of learning and a post‐measure of engagement, as well as epistemic network analysis (ENA), a novel quantitative method, to examine student and mentor discourse. Our results suggest that mentoring via online chat can be as effective as mentoring face‐to‐face in appropriately structured contexts more generally – and that ENA may be a useful tool for assessing student and mentor discourse in the context of learning interactions.     

Understanding the effect of flow on user adoption of mobile games

Mobile games as an emerging service have not received wide adoption among users; especially, presenting a compelling experience to users may be crucial to their usage. Drawing on the flow theory, this research identified the factors affecting user adoption of mobile games. The results indicated that perceived ease of use, connection quality and content quality affect flow. Among them, content quality has the largest effect. Flow, social influence and usage cost determine usage intention. The results imply that service providers need to improve users’ experience in order to facilitate their adoption and usage of mobile games.     

Facebook User Research Using a Probability‐Based Sample and Behavioral Data

Research on Facebook users is often based on small convenience samples and on usage data collected through survey self‐reports. The current research contributes to Facebook user research, as it is based on a large, nationally representative, probability‐based, U.S. sample with Internet usage data collected from meters. Results revealed that 50% of sample members are recent Facebook users. However, within this group, there is wide variation in amount of usage between heavy, medium, and light users. Finally, based on a multivariate analysis, Facebook users are significantly more likely to be women, teens, whites, and adults with at least a high school diploma. These demographic patterns apply to heavy, medium, and light Facebook users.     

Understanding determinants of information systems users’ behaviour: a comparison of two models in the context of integrated accounting and budgeting software

This study examines determinants that affect the behaviour of information systems (IS) users, and influence of the users’ decisions to continue using IS by two models: the technology acceptance model (TAM) and the expectation-confirmation model of IS continuance (ECM-IS). The behaviour of professionals who utilise complex software solutions for performing their working tasks has been in the focus of this research. Based on data gathered from questionnaires filled-out by users of the integrated accounting and budgeting software (IABS), the confirmatory factor analysis has shown that both models demonstrate good factor, convergence and discriminatory validity, respectively. The comparison of the obtained results has been performed, and it shows that ECM-IS has a larger explanatory power (R²) over TAM, explaining 49% of the dependent variable (IS continuance intention) in relation to 29%. The IS continuance intention is determined by the users’ satisfaction and perceived usefulness. The user satisfaction is influenced by perceived usefulness and confirmation. The confirmation of the user's expectations has had a positive influence on perceived usefulness. The perceived ease of use has not exerted a significant influence on the user's intention of IS continuance.     

Assessing the effects of consumer involvement and service quality in a self‐service setting

The aim of this study is to assess how consumer involvement and service quality within the Technology Acceptance Model (TAM) influence consumers' adoption of self‐service technologies (SSTs). A model is proposed to test the antecedent factors of SSTs in a retail environment. A total of 441 valid questionnaires were received, and the data were examined by using structural equation modeling (SEM). The findings show that consumer involvement has a significant positive effect on attitude toward SSTs. In addition, service quality plays an important role by significantly moderating the influence of intention to use SSTs on consumer behavior. The key objective of this study is to analyze the role that consumer involvement and service quality play in influencing the adoption of SSTs. Future research could classify the different levels of involvement and types of SSTs to confirm and extend our framework. Despite the increasing popularity of SSTs, few studies have to date examined the topic of technology acceptance in combination with user involvement. This study extends the original TAM and explains the conditions required for successful user involvement and service quality in consumers' adoption of SSTs. This study makes an original contribution by proposing a strategic model for a successful implementation of SSTs. © 2011 Wiley Periodicals, Inc.