{"title":"Who needs the help desk? Tackling one's own technological problem via self IT service","authors":"Sam Zaza , Iris Junglas , Deborah J. Armstrong","doi":"10.1016/j.infoandorg.2021.100367","DOIUrl":null,"url":null,"abstract":"<div><p>Individuals are becoming more technologically savvy and self-sufficient, often transferring what they have learned in the personal realm of apps and chats into the organizational realm. Self information technology (IT) service, or an employees' attempts to solve their technological problem without first seeking the assistance of the IT department personnel, is a phenomenon that has been witnessed for a while but has not yet achieved sufficient theoretical scrutiny. Grounded in qualitative data collected from IT department personnel, an initial theory of self IT service is presented that denotes self IT service as a distinct concept with its own set of drivers and effects. Our study not only informs and expands existing conceptualizations of IT service, but also provides insights for researchers and organizations on how to harness the self IT service phenomenon for their advantage.</p></div>","PeriodicalId":47253,"journal":{"name":"Information and Organization","volume":"31 3","pages":"Article 100367"},"PeriodicalIF":5.7000,"publicationDate":"2021-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/j.infoandorg.2021.100367","citationCount":"2","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Information and Organization","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S1471772721000336","RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"INFORMATION SCIENCE & LIBRARY SCIENCE","Score":null,"Total":0}
引用次数: 2
Abstract
Individuals are becoming more technologically savvy and self-sufficient, often transferring what they have learned in the personal realm of apps and chats into the organizational realm. Self information technology (IT) service, or an employees' attempts to solve their technological problem without first seeking the assistance of the IT department personnel, is a phenomenon that has been witnessed for a while but has not yet achieved sufficient theoretical scrutiny. Grounded in qualitative data collected from IT department personnel, an initial theory of self IT service is presented that denotes self IT service as a distinct concept with its own set of drivers and effects. Our study not only informs and expands existing conceptualizations of IT service, but also provides insights for researchers and organizations on how to harness the self IT service phenomenon for their advantage.
期刊介绍：
Advances in information and communication technologies are associated with a wide and increasing range of social consequences, which are experienced by individuals, work groups, organizations, interorganizational networks, and societies at large. Information technologies are implicated in all industries and in public as well as private enterprises. Understanding the relationships between information technologies and social organization is an increasingly important and urgent social and scholarly concern in many disciplinary fields.Information and Organization seeks to publish original scholarly articles on the relationships between information technologies and social organization. It seeks a scholarly understanding that is based on empirical research and relevant theory.
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