THE RELATIONSHIP BETWEEN THE TECHNOSTRESS CREATORS FACTORS AND THE PERCEIVED QUALITY OF INFORMATION TECHNOLOGY SERVICES (A RELAÇÃO ENTRE OS FATORES CRIADORES DO TECHNOSTRESS E A QUALIDADE PERCEBIDA DE SERVIÇOS DE TECNOLOGIA DA INFORMAÇÃO)

Autores

  • Danilo Magno Marchiori Fucape Business School (Brasil) e Universidade da Beira Interior - NECE (Portugal)
  • Emerson Wagner Mainardes Fucape Business School

DOI:

https://doi.org/10.19094/contextus.v14i3.820

Palavras-chave:

Marketing de Serviços. Serviços de Tecnologia da Informação. Technostress.

Resumo

Esta pesquisa apresenta a relação entre os fatores criadores do technosstress e a qualidade percebida de serviços prestados por departamentos internos de tecnologia da informação. Para tanto, foram realizadas regressões lineares múltiplas, a partir de uma amostra contendo 927 respostas de usuários de serviços de TI. Os participantes trabalham em 14 diferentes instituições públicas brasileiras, distribuídas entre as 5 regiões do país e fortemente dependentes de tecnologia da informação para seus processos de negócio. Os resultados mostraram que a entrega do serviço, o produto do serviço e o ambiente do serviço possuem poder explicativo sobre a qualidade geral dos serviços. Adicionalmente, os dados revelaram que a tecnoinvasão, fator criador do technostress referente ao sentimento dos usuários de que sua vida pessoal está sendo invadida pela tecnologia da informação, mostrou-se negativamente relacionada à qualidade geral do serviço.

Biografia do Autor

Danilo Magno Marchiori, Fucape Business School (Brasil) e Universidade da Beira Interior - NECE (Portugal)

Mestre em Administração de Empresas

Doutorando em Gestão

Emerson Wagner Mainardes, Fucape Business School

Doutor em Administração de Empresas

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Publicado

2016-12-24

Como Citar

Marchiori, D. M., & Mainardes, E. W. (2016). THE RELATIONSHIP BETWEEN THE TECHNOSTRESS CREATORS FACTORS AND THE PERCEIVED QUALITY OF INFORMATION TECHNOLOGY SERVICES (A RELAÇÃO ENTRE OS FATORES CRIADORES DO TECHNOSTRESS E A QUALIDADE PERCEBIDA DE SERVIÇOS DE TECNOLOGIA DA INFORMAÇÃO). Contextus – Revista Contemporânea De Economia E Gestão, 14(3), 6–28. https://doi.org/10.19094/contextus.v14i3.820

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