1,893
Views
17
CrossRef citations to date
0
Altmetric

References

  • Aborg, C., and Billing, A. Health effects of “the paperless office”: Evaluations of the introduction of electronic document handling systems. Behaviour and Information Technology, 22, 6 (2003), 389–396.
  • Aiken, L.S., and West, S.G. Multiple Regression: Testing and Interpreting Interactions. Newbury Park, CA: Sage, 1991.
  • Ajzen, I. The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50 (1991), 179–211.
  • Anderson, J.C., and Gerbing, D.W. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 3 (1988), 411–423.
  • Arbuckle, J.L. Amos 5.0 Update to the Amos User’s Guide. Chicago: Smallwaters Corporation, 2003.
  • Bagozzi, R.P., and Yi, Y. On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16, 1 (1988), 74–94.
  • Bala, H., and Venkatesh, V. Changes in employees’ job characteristics during an enterprise system implementation: A latent growth modeling perspective. MIS Quarterly, 37, 4 (2013), 1113–1140.
  • Bandura, A. Social Learning Theory. Englewood Cliffs, NJ: Prentice Hall, 1977.
  • Baron, R.M., and Kenny, D.A. The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 6 (1986), 1173–1182.
  • Benlian, A.; Koufaris, M.; and Hess, T. Service quality in software-as-a-service: Developing the SaaS-Qual measure and examining its role in usage continuance. Journal of Management Information Systems, 28, 3 (2011), 85–126.
  • Bergkvist, L., and Rossiter, J.R. The predictive validity of multiple-item versus single item measures of the same constructs. Journal of Marketing Research, 44, 2 (2007), 175–184.
  • Bettencourt, L.A. Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73, 3 (1997), 383–406.
  • Bettencourt, L.A.; Meuter, M.L.; and Gwinner, K.P. A comparison of attitude, personality, and knowledge predicators of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86, 1 (2001), 29–41.
  • Bhattacherjee, A. Understanding information systems continuance: An expectation confirmation model. MIS Quarterly, 15, 3 (2001), 351–370.
  • Bliese, P.D. Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis. In K.J. Klein and S.W.J. Kozlowski (eds.), Multilevel Theory, Research, and Methods in Organizations. San Francisco: Jossey-Bass, 2000, pp. 349–381.
  • Boudreau, M.C., and Robey, D. Enacting integrated information technology: A human agency perspective. Organization Science, 16, 1 (2005), 3–18.
  • Brislin, R.W. Back-translation for cross-cultural research. Journal of Cross-Cultural Psychology, 1, 3 (1970), 185–216.
  • Brown, S.A.; Massey, A.P.; Montoya-Weiss, M.M.; and Burkman, J.R. Do I really have to? User acceptance of mandated technology. European Journal of Information Systems, 11, 4 (2002), 283–295.
  • Bryk, A.S., and Raudenbush, S.W. Hierarchical Linear Models: Applications and Data Analysis Techniques. Newbury Park, CA: Sage, 1992.
  • Bryman, A., and Cramer, D. Quantitative Data Analysis with SPSS Release 8 for Windows: A Guide for Social Scientists. London: Routledge, 1999.
  • Burton-Jones, A., and Gallivan, M.J. Toward a deeper understanding of system usage in organizations: A multilevel perspective. MIS Quarterly, 31, 4 (2007), 657–679.
  • Burton-Jones, A., and Straub, D.W., Jr. Reconceptualizing system usage: An approach and empirical test. Information Systems Research, 17, 3 (2006), 228–246.
  • Caldwell, S.D.; Herold, D.M.; and Fedor, D.B. Toward an understanding of the relationships among organizational change, individual differences, and changes in person-environment fit: A cross-level study. Journal of Applied Psychology, 89, 5 (2004), 868–882.
  • Carr, C.L. Reciprocity: The golden rule of IS-user service relationship quality and cooperation. Communications of the ACM, 49, 6 (2006), 77–83.
  • Cenfetelli, R.T., and Schwarz, A. Identifying and testing the inhibitors of technology usage intentions. Information Systems Research, 22, 4 (2011), 808–823.
  • Chiu, C.M.; Chiu, C.S.; and Chang, H.C. Examining the integrated influence of fairness and quality on learners’ satisfaction and web‐based learning continuance intention. Information Systems Journal, 17, 3 (2007), 271–287.
  • Choi, J.N. Collective dynamics of citizenship behaviour: What group characteristics promote group‐level helping? Journal of Management Studies, 46, 8 (2009), 1396–1420.
  • Compeau, D.R., and Higgins, C.A. Computer self-efficacy: Development of a measure and initial test. MIS Quarterly, 19, 1 (1995), 189–211.
  • Cooper, W.H., and Withey, M.J. The strong situation hypothesis. Personality and Social Psychology Review, 13, 1 (2009), 62–72.
  • Crosby, L.A., and Taylor, J.R. Psychological commitment and its effects on post-decision evaluation and preference stability among voters. Journal of Consumer Research, 9, 4 (1983), 413–431.
  • Davis, F. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13, 3 (1989), 319–339.
  • Day, G.S. A two-dimensional concept of brand loyalty. Journal of Advertising Research, 9, 3 (1969), 29–35.
  • DeLone, W.H., and McLean, E.R. Information systems success: The quest for dependent variable. Information Systems Research, 3, 1 (1992), 60–95.
  • DeLone, W.H., and McLean, E.R. The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19, 4 ( Spring 2003), 9–30.
  • Dennis, A.R.; Ko, D-G.; and Clay, P.F. Building knowledge management systems to improve profits and create loyal customers. In I. Becerra-Fernandez and D. Leidner (eds.), Knowledge Management: An Evolutionary View. Armonk, NY: M. E. Sharpe, 2008, pp. 180–203.
  • DeSanctis, G., and Poole, M.S. Capturing the complexity in advanced technology use: Adaptive structuration theory. Organization Science, 5, 2 (1994), 121–147.
  • Elie-dit-cosaque, C.; Pallud, J.; and Kalika, M. The influence of individual, contextual, and social factors on perceived behavioral control of information technology: A field theory approach. Journal of Management Information Systems, 28, 3 ( Winter 2011), 201–234.
  • Fararo, T.J. Rational Choice Theory. Thousand Oaks, CA: Sage, 1993.
  • Fishbein, M., and Ajzen, I. Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. Reading, MA: Addison-Wesley, 1975.
  • Fornell, C., and Larcker, D.F. Evaluating structural equation models with unobservable and measurement error. Journal of Marketing Research, 18, 1 (1981), 39–50.
  • Giddens, A. Central Problems in Social Theory. Basingstoke: Macmillan, 1979.
  • Hair, J.F., Jr.; Black, W.C.; Babin, B.J.; and Anderson, R. Multivariate Data Analysis. 7th ed. New York: Pearson, 2010.
  • Heskett, J.L.; Jones, T.O.; Loveman, G.W.; Sasser, W.E.; and Schelsinger, L.A. Putting the service-profit chain to work. Harvard Business Review, 72, 2 (1994), 164–174.
  • Hofmann, D.A., and Gavin, M.B. Centering decisions in hierarchical linear models: Implications for research in organizations. Journal of Management, 24, 5 (1998), 623–641.
  • Hox, J. Multilevel Analysis: Techniques and Applications. 2nd ed. London: Routledge, 2010.
  • Hsieh, J.P.A., and Wang, W. Explaining employees’ extended use of complex information systems. European Journal of Information Systems, 16, 3 (2007), 216–227.
  • Jacoby, J.W., and Chestnut, R.W. Brand Loyalty Measurement and Management. New York: Wiley, 1978.
  • Jarvis, C.B.; MacKenzie, S.B.; and Podsakoff, P.M. A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research, 30, 2 (2003), 199–218.
  • Jasperson, J.S.; Carter, P.E.; and Zmud, R.W. A comprehensive conceptualization of post-adoptive behaviors associated with information technology enabled work systems. MIS Quarterly, 29, 3 (2005), 525–557.
  • Kanfer, R. Work motivation: Identifying use-inspired research directions. Industrial and Organizational Psychology: Perspectives on Science and Practice, 2, 1 (2009), 77–93.
  • Klein, K.J.; Conn, A.B.; Smith, D.B.; and Sorra, J.S. Is everyone in agreement? An exploration of within-group agreement in employee perceptions of the work environment. Journal of Applied Psychology, 86, 1 (2001), 3–16.
  • Kozlowski, S.W.J., and Klein, K.J. A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes. In K.J. Klein and S.W.J. Kozlowski (eds.), Multilevel Theory, Research and Methods in Organizations: Foundations, Extensions, and New Directions. San Francisco: Jossey-Bass, 2000, pp. 3–90.
  • Kulkarni, U.R.; Ravindran, S.; and Freeze, R. A knowledge management success model: Theoretical development and empirical validation. Journal of Management Information Systems, 23, 3 ( Winter 2007), 309–347.
  • Lam, S.Y.; Shankar, V.; Erramilli, M.K.; and Murthy, B. Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32, 3 (2004), 293–311.
  • Lewin, K. Field Theory in the Social Science. New York: Harper, 1951.
  • Liao, H., and Chuang, A. Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships. Journal of Applied Psychology, 92, 4 (2007), 1006–1019.
  • Limayem, M.; Hirt, S.G.; and Cheung, C.M.K. How habit limits the predictive power of intention: The case of information systems continuance. MIS Quarterly, 31, 4 (2007), 705–737.
  • Lowry, P.B.; Gaskin, J.; and Moody, G.D. Proposing the multi-motive information systems continuance model (MISC) to better explain end-user system evaluations and continuance intentions. Journal of the Association for Information Systems, 16, 7 (2015), 515–579.
  • Maruping, L.M., and Magni, M. What’s the weather like? The effect of team learning climate, empowerment climate, and gender on individuals’ technology exploration and use. Journal of Management Information Systems, 29, 1 (2012), 79–114.
  • McKinney, V.; Yoon, K.; and Zahedi, F.M. The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research, 13, 3 (2002), 296–315.
  • Meyer, R.D.; Dalal, R.S.; and Hermida, R. A review and synthesis of situational strength in the organizational sciences. Journal of Management, 36, 1 (2010), 121–140.
  • Mischel, W. The interaction of person and situation. In D. Magnusson and N.S. Endler (eds.), Personality at the Crossroads: Current Issues in Interactional Psychology. Hillsdale, NJ: Erlbaum, 1977, pp. 333–352.
  • Morgeson, F.P., and Hofmann, D.A. The structure and function of collective constructs: Implications for multilevel research and theory development. Academy of Management Review, 24, 2 (1999), 249–265.
  • Mowday, R.T., and Sutton, R.I. Organizational behavior: Linking individuals and groups to organizational contexts. Annual Review of Psychology, 44, 1 (1993), 195–229.
  • Nelson, R.R.; Todd, P.A.; and Wixom, B.H. Antecedents of information and system quality: An empirical examination within the context of data warehousing. Journal of Management Information Systems, 21, 4 ( Spring 2005), 199–235.
  • Oliver, R.L. Whence consumer loyalty? Journal of Marketing, 63 ( Special Issue 1999), 33–44.
  • Organ, D.W. Organizational Citizenships Behavior: The Good Soldier Syndrome. Lexington, MA: Lexington Books, 1988.
  • Orlikowski, W.J. Using technology and constituting structures: A practice lens for studying technology in organizations. Organization Science, 11, 4 (2000), 404–428.
  • Parasuraman, A., and Grewal, D. The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28, 1 (2000), 168–174.
  • Petter, S.; DeLone, W.; and McLean, E. Measuring information system success: Models, dimensions, measures, and relationships. European Journal of Information Systems, 17, (2008), 236–263.
  • Podsakoff, P.M.; MacKenzie, S.B.; Lee, J.Y.; and Podsakoff, N.P. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 5 (2003), 879–903.
  • Rai, A.; Lang, S.S.; and Welker, R.B. Assessing the validity of IS success models: An empirical test and theoretical analysis. Information Systems Research, 13, 1 (2002), 50–69.
  • Salancik, G.R., and Pfeffer, J. A social information processing approach to job attitudes and task design. Administrative Science Quarterly, 23, 2 (1978), 224–253.
  • Sasidharan, S.; Santhanam, R.; Brass, D.J.; and Sambamurthy, V. The effects of social network structure on enterprise systems success: A longitudinal multilevel analysis. Information Systems Research, 23, 3 Part–1 (2012), 658–678.
  • Schneider, B.; Ehrhart, M.G.; Mayer, D.M.; Saltz, J.L.; and Niles-Jolly, K. Understanding organization-customer links in service settings. Academy of Management Journal, 48, 6 (2005), 1017–1032.
  • Schutte, N.A.; Kenrick, D.T.; and Sadalla, E.K. The search for predictable settings: Situational prototypes, constraint, and behavioral variation. Journal of Personality and Social Psychology, 49, 1 (1985), 121–128.
  • Sedera, D., and Gable, G.G. Knowledge management competence for enterprise system success. Journal of Strategic Information Systems, 19, 4 (2010), 296–306.
  • Shang, S., and Seddon, P.B. Assessing and managing the benefits of enterprise systems: The business manager’s perspective. Information Systems Journal, 12, 4 (2002), 271–299.
  • Si, S.X., and Cullen, J.B. Response categories and potential cultural bias: Effects of an explicit middle point in cross-cultural surveys. International Journal of Organizational Analysis, 6, 3 (1998), 218–230.
  • Sirohi, N.M.; McLaughlin, E.W.; and Wittink, D.R. A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74, 2, (1998), 223–245.
  • Sobel, M.E. Asymptotic confidence intervals for indirect effects in structural equation models. In S. Leinhardt (ed.), Sociological Methodology. San Francisco: Jossey-Bass, 1982, pp. 290–312.
  • Spector, P.E.; Bauer, J.A.; and Fox, S. Measurement artifacts in the assessment of counterproductive work behavior and organizational citizenship behavior: Do we know what we think we know? Journal of Applied Psychology, 95, 4 (2010), 781–790.
  • Sweeney, J.C.; Soutar, G.N.; and Johnson, L.W. The role of perceived risk in the quality–value relationship: A study in a retail environment. Journal of Retailing, 75, 1 (1999), 77–105.
  • Venkatesh, V. Determinants of perceived ease of use: Integrating control, intrinsic motivation, and emotion into the technology acceptance model. Information Systems Research, 11, 4 (2000), 342–365.
  • Venkatesh, V., and Davis, F.D. A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46, 2 (2000), 186–204.
  • Venkatesh, V., and Goyal, S. Expectation disconfirmation and technology adoption: Polynomial modeling and response surface analysis. MIS Quarterly, 34, 2 (2010), 281–303.
  • Venkatesh, V.; Morris, M.G.; Davis, G.B.; and Davis, F.D. User acceptance of information technology: Toward a unified view. MIS Quarterly, 27, 3 (2003), 425–478.
  • Wood, R., and Bandura, A. Social Cognitive Theory of Organizational Management. Academy of Management Review, 14, 3 (1989), 361–384.
  • Xu, J.D.; Benbasat, I.; and Cenfetelli, R.T. Integrating service quality with system and information quality: An empirical test in the e-service context. MIS Quarterly, 37, 3 (2013), 777–794.
  • Zeithaml, V.A. Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52, 3 (1988), 2–22.
  • Zeithaml, V.A.; Berry, L.L.; and Parasuraman, A. The behavioral consequences of service quality. Journal of Marketing, 60, 2 (1996), 31–34.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.