SPROUTS HOME | FIRST TIME VISITORS | ABOUT | BOARD | GUIDE for AUTHORS | FAQ |CONTACT US
sprouts Login | Create Account AIS
Working Papers on Information Systems ISSN 1535-6078
Browse by: Year | Tag | Author | Organization | Proceedings
Advanced search

Towards a Theory of IS Support-Related Activity

Xuefei (Nancy) Deng
Shidler College of Business, University of Hawaii at Manoa, USA


Abstract
Information systems (IS) support department has become one major source of knowledge for organizational end-users (employees) as organizations increasingly adopt complex and integrated information technologies. Despite its significance to IS post-adoptive use, IS support-related activity remains under-studied. This study aims at developing an integrative conceptualization of IS support-related activity by drawing on IS use and adaptation theory. We conducted an in-depth qualitative study in the organizational support of a new procurement system and analyzed 591 service interactions between IS support personnel and end-users. Our data analysis suggests that IS support-related activity is a multifaceted phenomenon that comprises a set of increasingly complex behaviors, including technology-oriented behaviors, user-oriented behaviors, and activities that IS personnel undertake to adapt to the technology-user-business context. In particular, IS support personnel were found performing three major types of IS support activity -- informating, diagnosing, and boundary-spanning – which were associated with IS use behavior and required different types of knowledge in IS support context. This study contributes to IS literature by developing a comprehensive view of IS support-related activity, extending existing conceptualizations that exclusively focuses on technology or on human agency. The findings highlight the complexity and dynamics in IS post-implementation era, and present an urgent need to evaluate the challenges in and competence required for IS support work.

Full Text Document:
[img]
Preview
PDF 806Kb
Reference:Deng, X. (2012). "Towards a Theory of IS Support-Related Activity," Proceedings > Proceedings of JAIS Theory Development Workshop . Sprouts: Working Papers on Information Systems, 12(12). http://sprouts.aisnet.org/12-12
Keywords:service adaptability, information system support, procurement, theory development
Item Type:Article - Volume 12 Article 12 (2012)
Language:English
Email: Xuefei (Nancy) Deng (xuefei@hawaii.edu)

Repository Staff Only: item control page

Show Tags

Tag this item: