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Public Employee Acceptance of New Technological Processes: The case of an internal call centre

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  • Carmen Antón
  • Carmen Camarero
  • Rebeca San José

Abstract

The present work explores employee acceptance of process innovation in a public administration from a complementary three-fold theoretical perspective, the Technology Acceptance Model (TAM), the Cognitive Model of Satisfaction (CMS) and the Satisfaction-loyalty Model (SLM). The proposed model integrates these approaches, and considers the moderating effect of employees' perceived experience with the new process. Although findings support that behavioural intentions are determined by perceived usefulness, satisfaction and attitude towards the new technology, we find that as employees' perceived experience increases, use intention becomes a routine, and the evaluation of the new process proves irrelevant in terms of usefulness or quality.

Suggested Citation

  • Carmen Antón & Carmen Camarero & Rebeca San José, 2014. "Public Employee Acceptance of New Technological Processes: The case of an internal call centre," Public Management Review, Taylor & Francis Journals, vol. 16(6), pages 852-875, September.
    • Handle: RePEc:taf:pubmgr:v:16:y:2014:i:6:p:852-875
    DOI: 10.1080/14719037.2012.758308
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    References listed on IDEAS

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    Cited by:

    1. Youngcheoul Kang & Nakbum Choi & Seoyong Kim, 2021. "Searching for New Model of Digital Informatics for Human–Computer Interaction: Testing the Institution-Based Technology Acceptance Model (ITAM)," IJERPH, MDPI, vol. 18(11), pages 1-36, May.
    2. Andrea Tomo, 2018. "Advancing a Behavioral Approach for Studying Public Administration," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(6), pages 1-25, April.
    3. Plantinga, Paul, 2022. "Digital discretion and public administration in Africa: Implications for the use of artificial intelligence," SocArXiv 2r98w_v1, Center for Open Science.

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