Who needs the help desk? Tackling one's own technological problem via self IT service

IF 5.7 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE
Sam Zaza , Iris Junglas , Deborah J. Armstrong
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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.

谁需要服务台?透过自助资讯科技服务,解决自己的科技问题
个人变得越来越精通技术,自给自足,经常把他们在应用程序和聊天等个人领域学到的东西转移到组织领域。自我信息技术(IT)服务,即员工试图在不首先寻求IT部门人员帮助的情况下解决自己的技术问题,是一种已经出现了一段时间的现象,但尚未得到足够的理论审查。基于从IT部门人员收集的定性数据,提出了一个初始的自我IT服务理论,该理论将自我IT服务表示为具有自己的一组驱动因素和效果的独特概念。我们的研究不仅充实和扩展了现有的IT服务概念,而且还为研究人员和组织提供了如何利用自助IT服务现象的见解。
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来源期刊
CiteScore
11.20
自引率
1.60%
发文量
18
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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