MY PAPERS

This study presents two extensions to the two-stage expectation-confirmation theory of information systems (IS) continuance. First, we expand the belief set from perceived usefulness in the original IS continuance model to include three additional predictors identified in the unified theory of acceptance and use of technology, namely effort expectancy, social influence and facilitating conditions. Second, we ground the IS continuance model in the context of transactional systems that involve transmission of personal and sensitive information and include trust as a key contextual belief in the model. To test the expanded IS continuance model, we conducted a longitudinal field study of 3159 Hong Kong citizens across two electronic government (e-government) technologies that enable citizens' access to government services. In general, the results support the expanded model that provides a rich understanding of the changes in the pre-usage beliefs and attitudes through the emergent constructs of disconfirmation and satisfaction, ultimately influencing IS continuance intention. Finally, we discuss the theoretical and practical implications of the expanded model.

Individual-level information systems (IS) adoption research has recently seen the introduction of expectation-disconfirmation theory (EDT) to explain how and why user reactions change over time. Such prior research has produced valuable insights into the phenomenon of technology adoption beyond traditional models, such as the technology acceptance model. First, we identify gaps in EDT research that present potential opportunities for advances�??specifically, we discuss methodological and analytical limitations in EDT research in IS and present polynomial modeling and response surface methodology as solutions. Second, we draw from research on cognitive dissonance, realistic job preview, and prospect theory to present a polynomial model of expectation-disconfirmation in IS. Finally, we test our model using data gathered over a period of six months among 1,143 employees being introduced to a new technology. The results confirmed our hypotheses that disconfirmation in general was bad, as evidenced by low behavioral intention to continue using a system for both positive and negative disconfirmation, thus supporting the need for a polynomial model to understand expectation disconfirmation in information systems.

India is an important frontier for economic growth, investments, and development. Like the manufacturing industry, the service sector in India is also booming. Following the trend of their western counterparts, service organizations in India are implementing enterprise-level information and communication technologies (ICTs) to support service processes. In this paper, we used socio-technical systems theory to develop hypotheses about the effects of ICTs on the five job characteristics, i.e., skill variety, task identity, task significance, autonomy, and feedback, as specified by the job characteristics model (JCM). We also tested the entire JCM that relates job characteristics to job satisfaction and job performance via various mediators and moderators. We conducted a 32-month long field study of 1,743 employees, with data gathered before and after an ICT implementation at a bank in India. We found that although the ICT enriched employees�?? job characteristics, employees reported significantly lower job satisfaction and job performance. To understand this puzzling finding, we conducted a qualitative study and identified four contextual forces contributing to these results: environmental barriers, learning difficulty, culture shock, and employee valuation. These findings reveal factors that hinder successful implementation of ICTs in the service sector in India and possibly, other developing countries.

Little research has examined the impacts of enterprise resource planning (ERP) systems implementation on job satisfaction. Based on a 12-month study of 2,794 employees in a telecommunications firm, we found that ERP system implementation moderated the relationships between three job characteristics (skill variety, autonomy, and feedback) and job satisfaction. Our findings highlight the key role that ERP system implementation can have in altering well-established relationships in the context of technology-enabled organizational change situations. This work also extends research on technology diffusion by moving beyond a focus on technology-centric outcomes, such as system use, to understanding broader job outcomes.

We develop and test a model of migration and use of platforms to explain consumers�?? reactions to the newest generation of an information and communication technology platform. We draw from information systems and consumer behavior research on adoption and use of technologies, and adapt and incorporate the construct of complementarity from macrolevel research on platform leadership, network effects, and innovation ecosystems. We conceptualize complementarities between the hardware and software platforms, software platform and applications, and applications and services. The complementarities are theorized to influence migration intention, with current generation of the consumer�??s platform being a key moderator. We empirically validated our model with data collected using two waves of surveys from 4,412 consumers (2,333 consumers in the second wave) before and after the introduction of the third generation (3G) mobile data services platform in Hong Kong. We explained 60% of the variance in migration intention that in turn was strongly correlated with migration to and use of 3G.

While technology adoption is a major stream of research in information systems, few studies have examined the antecedents and consequences of mandatory adoption of technologies. To address this gap, we develop and test a model of mandatory citizen adoption of e-government technology. Based on a framework that outlines the key stages associated with the launch of technology products, we identify various external factors as antecedents of four key technology adoption variables from the unified theory of acceptance and use of technology (UTAUT), i.e., performance expectancy, effort expectancy, social influence, and facilitating conditions, which ultimately impact citizen satisfaction. The four stages of technology launch and the salient antecedents in each stage are: (1) market preparation stage - awareness; (2) targeting stage - compatibility and self-efficacy; (3) positioning stage - flexibility and avoidance of personal interaction; and (4) execution stage - trust, convenience, and assistance. We test our model in a two-stage survey of 1,179 Hong Kong citizens, before and after they were issued a mandatory smart card to access e-government services. We find that the various factors tied to the different stages in launching the technology predict key technology adoption variables that, in turn, predict citizen satisfaction with e-government technology. We discuss the theoretical and practical implications for governments implementing technologies whose use by citizens is mandated.

The paper presents a model integrating theories from collaboration research (i.e., social presence theory, channel expansion theory, and the task closure model) with a recent theory from technology adoption research (i.e., unified theory of acceptance and use of technology, abbreviated to UTAUT ) to explain the adoption and use of collaboration technology. We theorize that collaboration technology characteristics, individual and group characteristics, task characteristics, and situational characteristics are predictors of performance expectancy, effort expectancy, social influence, and facilitating conditions in UTAUT . We further theorize that the UTAUT constructs, in concert with gender, age, and experience, predict intention to use a collaboration technology, which in turn predicts use. We conducted two field studies in Finland among (1) 349 short message service (SMS) users and (2) 447 employees who were potential users of a new collaboration technology in an organization. Our model was supported in both studies. The current work contributes to research by developing and testing a technology-specific model of adoption in the collaboration context.

The present research extends prior work on the relationship between users and technology by examining users�?? intention to explore a technology. Drawing on exploration and individual motivation theories, we developed and tested a model examining the effects of hedonic (i.e., personal innovativeness and cognitive absorption) and instrumental (i.e., performance expectancy and image enhancement) factors on individuals�?? intentions to explore a technology over time. We found that both instrumental and hedonic factors affect individuals�?? intentions to explore, but their effects change over time such that as time goes by, the effect of personal innovativeness decreases and performance expectancy increases. In addition to our contributions and implications for research on technology acceptance, we present practical implications both for developers and managers, with a view toward helping the development and deployment of technologies that satisfy the evolution of users�?? needs over time.

Best practice suggests that a modular enterprise architecture, where interfaces between and among business processes and services are standardized, is a key IT capability for firms to achieve profitable growth. But few firms have successfully designed, implemented, and maintained such an architecture. This article presents findings on the drivers, constraints, and actions taken by two companies that transitioned to a modular enterprise architecture in response to competitive pressures from their business partners or customers. One company implemented an industry standard and the other developed custom partner interface processes (PIPs) to achieve business modularity. The lessons from these two case studies show how companies can smoothly transition to a modular enterprise architecture.

This paper seeks to enrich our understanding of research on technology adoption by examining a potential boundary condition, related to culture, of the fairly recently developed model of technology adoption and use�??i.e., unified theory of acceptance and use of technology (UTAUT). Based on the cultural differences between the U.S. and China, we outline the similarities and dissimilarities between the hypotheses specified in the original UTAUT, which was validated in the U.S., and how the relationships will play in the context of employees in China. We conducted an empirical study in a single organization that operated both in the U.S. and China and collected longitudinal data from a total of over 300 employees in one business unit in each of the two countries. Our study confirmed our hypotheses that social influence will be more uniformly important across all employees, without contingencies related to gender, age and volunatariness that were found to be the case in the U.S. As we theorized, other UTAUT hypotheses held both in the U.S. and China. This work contributes by examining culture as a boundary condition and identifies the bounds of generalizability of UTAUT.