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Journal of Service Research
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The Adoption of Information Technology by Self-Managing Service Teams

Ad de Jong

Maastricht University, the Netherlands, a.dejong{at}mw.unimaas.nl

Ko de Ruyter

Maastricht University, the Netherlands

Jos Lemmink

Maastricht University, the Netherlands

This article examines antecedents and consequences of the adoption level of standardized information technology (IT) versus customized IT in self-managing teams (SMTs) in a financial services institution. Linkages between specified antecedents and the adoption levels of standardized and customized IT were investigated using data collected from bank employees and in-company databases. The authors find positive individual-level effects of tolerance of self-management, ease of use, and innovativeness on the adoption level of standardized IT and positive individual-level effects of tolerance of self-management and perceived usefulness on the adoption level of customized IT. These findings suggest that discriminating between different types of IT creates a better understanding of IT adoption in SMTs. A similar investigation of the IT adoption-service performance relationships shows that the adoption level of customized IT rather than of standardized IT has a crucial impact on service performance both in terms of customer satisfaction and productivity.

Key Words: IT adoption • self-managing service teams • service performance • customer satisfaction

Journal of Service Research, Vol. 6, No. 2, 162-179 (2003)
DOI: 10.1177/1094670503257046
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[Abstract] [PDF]