WorldCIST'14 - The 2014 World Conference on Information Systems and Technologies

Full Program »

Service Orientation of Information Technology Professionals: The Effect of Personal and Environmental Factors

The roles of information technology professionals have expanded from technical staff into service providers. However, IT professionals are usually better trained in dealing with computers instead of how to interact with human being. The attitude and behavior of IT professionals’ service orientation, that is the ability of service employees to help their customers, affects the service quality of the information system as well as the IT projects. This study is to identify the personal and environmental factors affecting service orientation in IT service provision. Results showed that the IT professional’s personal factor - work locus of control and the environmental factor - organizational service climate significantly affect IT professionals’ service orientation attitudes and behaviors. Theoretical and practical implications of this study are to be discussed in the conference.

Author(s):

Ting Lie    
Yuan Ze University
Taiwan

Chih-Ling Liu    
Yuan Ze University
Taiwan

 

Powered by OpenConf®
Copyright ©2002-2013 Zakon Group LLC