THE RELATIONSHIP BETWEEN THE TECHNOSTRESS CREATORS FACTORS AND THE PERCEIVED QUALITY OF INFORMATION TECHNOLOGY SERVICES
DOI:
https://doi.org/10.19094/contextus.v14i3.820Keywords:
Quality of service. Information technology services. Internal service providers. Technostress.Abstract
This research presents the relationship between the technostress creators factors and the perceived quality of the services provided by internal information technology departments. To this end, multiple linear regressions were performed, from a sample containing 927 responses of IT service users. The participants work in 14 different Brazilian public institutions, allocated throughout the 5 regions of the country and are strongly dependent on information technology in their business processes. The results show that the service delivery, the service product and the service environment have explanatory power on the overall quality of services. In addition, data revealed that techno-invasion, the technostress creator factor referring to users’ feeling that their personal life is being invaded by information technology, was negatively related to the general quality of service.
References
AHMAD, Ungku Norulkamar Ungku; AMIN, Salmiah Mohamad; ISMAIL, Wan Khairuzzaman Wan. Moderating Effect of Technostress Inhibitors on the Relationship between Technostress Creators and Organisational Commitment. Jurnal Teknologi, v. 67, n. 1, 2014.
ARNETZ, Bengt B.; WIHOLM, Clairy. Technological stress: Psychophysiological symptoms in modern offices. Journal of psychosomatic research, v. 43, n. 1, p. 35-42, 1997.
BAARSPUL, Hayo C.; WILDEROM, Celeste PM. Do employees behave differently in public-vs private-sector organizations? A state-of-the-art review. Public management review, v. 13, n. 7, p. 967-1002, 2011.
BRANDON-JONES, Alistair; SILVESTRO, Rhian. Measuring internal service quality: comparing the gap-based and perceptions-only approaches. International Journal of Operations & Production Management, v. 30, n. 12, p. 1291-1318, 2010.
BRADY, Michael K.; CRONIN JR., J. Joseph. Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, v. 65, n. 3, p. 34-49, 2001.
BITNER, Mary Jo. Servicescapes: the impact of physical surroundings on customers and employees. The Journal of Marketing, p. 57-71, 1992.
BOGG, Janet; COOPER, Cary. Job satisfaction, mental health, and occupational stress among senior civil servants. Human Relations, v. 48, n. 3, p. 327-341, 1995.
BROD, Craig. Technostress: The human cost of the computer revolution. Addison Wesley Publishing Company, 1984.
CARMAN, James M. Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of retailing, 1990.
DE HAES, Steven; VAN GREMBERGEN, Wim; DEBRECENY, Roger S. COBIT 5 and enterprise governance of information technology: Building blocks and research opportunities. Journal of Information Systems, v. 27, n. 1, p. 307-324, 2013.
FUGLSETH, Anna Mette; SØREBØ, Øystein. The effects of technostress within the context of employee use of ICT. Computers in Human Behavior, v. 40, p. 161-170, 2014.
GIANESI, Irineu G.N.; CORRÊA, Luis H. Administração e estratégica de serviços. São Paulo: Atlas, 1994.
GRÖNROOS, Christian. Strategic Management and marketing in the service sector, Helsinki/Helsingfors: Swedish School of Economics, Finlândia, 1982.
GRÖNROOS, Christian. A service quality model and its marketing implications. European Journal of Marketing, v. 18, n. 4, p. 36-45, 1984.
HAIR JR, J. F., BABIN, B., MONEY, A. H., SAMOUEL, P. Fundamentos de métodos de pesquisa em administração. Porto Alegre: Bookman, 2005.
IVES, Blake; OLSON, Margrethe H.; BAROUDI, Jack J. The measurement of user information satisfaction. Communications of the ACM, v. 26, n. 10, p. 785-793, 1983.
KENNY, Dianna T.; COOPER, Cary L. Introduction: Occupational stress and its management. International Journal of Stress Management, v. 10, n. 4, p. 275, 2003.
KETTINGER, William J.; LEE, Choong C. Perceived service quality and user satisfaction with the information services function*. Decision sciences, v. 25, n. 5-6, p. 737-766, 1994.
KETTINGER, William J.; LEE, Choong C. Pragmatic perspectives on the measurement of information systems service quality. Mis Quarterly, p. 223-240, 1997.
KETTINGER, William J.; LEE, Choong C. Zones of tolerance: alternative scales for measuring information systems service quality. Mis Quarterly, p. 607-623, 2005.
LADHARI, Riadh. A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, v. 1, n. 2, p. 172-198, 2009.
MILLER, Robert E.; HARDGRAVE, Bill C.; JONES, Thomas W. ISS-QUAL: A Measure of Service Quality for the Information Systems Function. Information Systems Management, v. 30, n. 3, p. 250-262, 2013.
PEPPARD, Joe. Managing IT as a Portfolio of Services. European Management Journal, v. 21, n. 4, p. 467-483, 2003.
PEREIRA, Veridiana Rotondaro; CARVALHO, Marly Monteiro de; ROTONDARO, Roberto Giglioli. Um estudo bibliométrico sobre a evolução da pesquisa da qualidade em serviço. Production Journal, v. 23, n. 2, p. 312-328, 2013.
PITT, Leyland F.; WATSON, Richard T.; KAVAN, C. Bruce. Service quality: a measure of information systems effectiveness. MIS quarterly, p. 173-187, 1995.
RAGU-NATHAN, T. S.; TARAFDAR, Monideepa; RAGU-NATHAN, Bhanu S.; TU, Qiang. The consequences of technostress for end users in organizations: Conceptual development and empirical validation. Information Systems Research, v. 19, n. 4, p. 417-433, 2008.
RAINEY, Hal G.; CHUN, Young Han. Public and private management compared. The Oxford handbook of public management, v. 72, p. 102, 2005.
RIEDL, René. On the biology of technostress: literature review and research agenda. ACM SIGMIS Database, v. 44, n. 1, p. 18-55, 2012.
RUST, Roland T.; OLIVER, Richard L.; Service quality: Insights and managerial implications from the frontier. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New dimensions in theory and practice (pp. 1–19). Thousand Oaks, CA: Sage, 1994.
SETH, Nitin; DESHMUKH, S. G.; VRAT, Prem. Service quality models: a review. International journal of quality & reliability management, v. 22, n. 9, p. 913-949, 2005.
SHOSTACK, G. Lynn. Planning the services encounter. In: CZEPIEL, J.; SOLOMON, M.; SURPRENANT, C. The service encounter. Lexington: Lexington Books, 1985.
SHU, Qin; TU, Qiang; WANG, Kanliang. The impact of computer self-efficacy and technology dependence on computer-related technostress: A social cognitive theory perspective. International Journal of Human-Computer Interaction, v. 27, n. 10, p. 923-939, 2011.
SYLVESTER, Allan; TATE, Mary; JOHNSTONE, David. Re-presenting the literature review: a rich picture of service quality research in information systems. PACIS 2007 Proceedings, p. 113, 2007.
TARAFDAR, Monideepa; TU, Qiang; RAGU-NATHAN, Bhanu S.; RAGU-NATHAN, T. S.. The impact of technostress on role stress and productivity. Journal of Management Information Systems, v. 24, n. 1, p. 301-328, 2007.
TARAFDAR, Monideepa; TU, Qiang; RAGU-NATHAN, T. S. Impact of technostress on end-user satisfaction and performance. Journal of Management Information Systems, v. 27, n. 3, p. 303-334, 2010.
VARGO, Stephen L.; LUSCH, Robert F. Why “service”?. Journal of the Academy of marketing Science, v. 36, n. 1, p. 25-38, 2008.
WEIL, Michelle M.; ROSEN, Larry D. Technostress: Coping with technology@ work@ home@ play. Wiley, 1997.
Downloads
Additional Files
Published
How to Cite
Issue
Section
License
The authors, while doing the submission, accept the notice below:
We authors hold the copyright related to our paper and transfer Contextus journal the right for the first publication with a Creative Commons’ international license of the modality Attribution – Non-commercial 4.0, which in turn allows the paper to be shared providing that both the authorship and the journal’s right for initial release are acknowledged.
Furthermore, we are aware of our permission to take part in additional contracts independently for non-exclusive distribution of the version of our work published in this journal (e.g. publishing it in an institutional repository or as a book chapter), while acknowledging both the authorship and the journal’s initial publication.
We also certify that the paper is original and up to this date has not been released in any other journal, Brazilian or of another nationality, either in Portuguese or another language, as well as it has not been sent for simultaneous publication in other journals.
Last, we not only know that plagiarism is not tolerated by Contextus but also certify the paper presents the sources of passages from cited works, including those authored by ourselves.
