IDEAS home Printed from https://ideas.repec.org/a/taf/pubmgr/v16y2014i6p852-875.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/14719037.2012.758308
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/14719037.2012.758308?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. David S. Lee & Thomas Lemieux, 2010. "Regression Discontinuity Designs in Economics," Journal of Economic Literature, American Economic Association, vol. 48(2), pages 281-355, June.
    2. Alessandro Spano & Daniela Carta & Pietro Mascia, 2009. "The Impact of Introducing an ERP System on Organizational Processes and Individual Employees of an Italian Regional Government Organization," Public Management Review, Taylor & Francis Journals, vol. 11(6), pages 791-809.
    3. Richard A. Wolfe, 1994. "Organizational Innovation: Review, Critique And Suggested Research Directions," Journal of Management Studies, Wiley Blackwell, vol. 31(3), pages 405-431, May.
    4. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
    5. Yoon Jik Cho & Hanjun Park, 2011. "Exploring the Relationships Among Trust, Employee Satisfaction, and Organizational Commitment," Public Management Review, Taylor & Francis Journals, vol. 13(4), pages 551-573, May.
    6. Sung S. Kim & Naresh K. Malhotra, 2005. "A Longitudinal Model of Continued IS Use: An Integrative View of Four Mechanisms Underlying Postadoption Phenomena," Management Science, INFORMS, vol. 51(5), pages 741-755, May.
    7. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    8. Premkumar, G. & Bhattacherjee, Anol, 2008. "Explaining information technology usage: A test of competing models," Omega, Elsevier, vol. 36(1), pages 64-75, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nascimento, Bruno & Oliveira, Tiago & Tam, Carlos, 2018. "Wearable technology: What explains continuance intention in smartwatches?," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 157-169.
    2. Gansser, Oliver Alexander & Reich, Christina Stefanie, 2021. "A new acceptance model for artificial intelligence with extensions to UTAUT2: An empirical study in three segments of application," Technology in Society, Elsevier, vol. 65(C).
    3. Oghuma, Apollos Patricks & Chang, Younghoon & Libaque-Saenz, Christian Fernando & Park, Myeong-Cheol & Rho, Jae Jeung, 2015. "Benefit-confirmation model for post-adoption behavior of mobile instant messaging applications: A comparative analysis of KakaoTalk and Joyn in Korea," Telecommunications Policy, Elsevier, vol. 39(8), pages 658-677.
    4. Xinlu Wen & Marios Sotiriadis & Shiwei Shen, 2023. "Determining the Key Drivers for the Acceptance and Usage of AR and VR in Cultural Heritage Monuments," Sustainability, MDPI, vol. 15(5), pages 1-24, February.
    5. Attié, Elodie & Meyer-Waarden, Lars, 2022. "The acceptance and usage of smart connected objects according to adoption stages: an enhanced technology acceptance model integrating the diffusion of innovation, uses and gratification and privacy ca," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    6. Cobelli, Nicola & Cassia, Fabio & Donvito, Raffaele, 2023. "Pharmacists' attitudes and intention to adopt telemedicine: Integrating the market-orientation paradigm and the UTAUT," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    7. Sheng Cheng & Liqun Liu & Ke Li, 2020. "Explaining the Factors Influencing the Individuals’ Continuance Intention to Seek Information on Weibo during Rainstorm Disasters," IJERPH, MDPI, vol. 17(17), pages 1-16, August.
    8. Richa N. Agarwal, 2020. "The Role Of Effective Factors In Utaut Model On Behavioral Intention," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 10(3), pages 5-23, September.
    9. John D'Ambra & Concepción S. Wilson & Shahriar Akter, 2013. "Application of the task-technology fit model to structure and evaluate the adoption of E-books by Academics," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 64(1), pages 48-64, January.
    10. Huang, Tony Cheng-Kui & Wu, Ing-Long & Chou, Chih-Chung, 2013. "Investigating use continuance of data mining tools," International Journal of Information Management, Elsevier, vol. 33(5), pages 791-801.
    11. Naresh K. Malhotra & Sung S. Kim & Ashutosh Patil, 2006. "Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research," Management Science, INFORMS, vol. 52(12), pages 1865-1883, December.
    12. Sanjeev Jha & Chen Ye, 2016. "The Impact of Demographic Variables on Perception of Importance and Continued Usage of Facebook in the US," Global Business Review, International Management Institute, vol. 17(1), pages 1-15, February.
    13. Valerie Graf-Drasch & Maximilian Röglinger & Annette Wenninger & Sabiölla Hosseini, 2022. "A Contextualized Acceptance Model for Proactive Smart Services," Schmalenbach Journal of Business Research, Springer, vol. 74(3), pages 345-387, September.
    14. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris & Thrassou, Alkis & Ghosh, Soumya Kanti, 2021. "Adoption of artificial intelligence-integrated CRM systems in agile organizations in India," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    15. Ciuchita, Robert & Mahr, Dominik & Odekerken-Schröder, Gaby, 2019. "“Deal with it”: How coping with e-service innovation affects the customer experience," Journal of Business Research, Elsevier, vol. 103(C), pages 130-141.
    16. Jun Hwan Kim & Woon-Kyung Song & Hyun Cheol Lee, 2023. "Exploring the Determinants of Travelers’ Intention to Use the Airport Biometric System: A Korean Case Study," Sustainability, MDPI, vol. 15(19), pages 1-21, September.
    17. Muhammad Ashfaq & Jiang Yun & Abdul Waheed & Muhammad Shahid Khan & Muhammad Farrukh, 2019. "Customers’ Expectation, Satisfaction, and Repurchase Intention of Used Products Online: Empirical Evidence From China," SAGE Open, , vol. 9(2), pages 21582440198, April.
    18. Susan A. Brown & Viswanath Venkatesh & Sandeep Goyal, 2012. "Expectation Confirmation in Technology Use," Information Systems Research, INFORMS, vol. 23(2), pages 474-487, June.
    19. Elodie Attié & Lars Meyer-Waarden, 2022. "The acceptance and usage of smart connected objects according to adoption stages: an enhanced technology acceptance model integrating the diffusion of innovation, uses and gratification and privacy ca," Post-Print hal-04065165, HAL.
    20. Weiyin Hong & Frank K. Y. Chan & James Y. L. Thong & Lewis C. Chasalow & Gurpreet Dhillon, 2014. "A Framework and Guidelines for Context-Specific Theorizing in Information Systems Research," Information Systems Research, INFORMS, vol. 25(1), pages 111-136, March.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:pubmgr:v:16:y:2014:i:6:p:852-875. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/RPXM20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.