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

IF 5.7 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Information and Organization Pub Date : 2021-09-01 DOI:10.1016/j.infoandorg.2021.100367
Sam Zaza , Iris Junglas , Deborah J. Armstrong
{"title":"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","authors":"Sam Zaza ,&nbsp;Iris Junglas ,&nbsp;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":"{\"title\":\"Who needs the help desk? Tackling one's own technological problem via self IT service\",\"authors\":\"Sam Zaza ,&nbsp;Iris Junglas ,&nbsp;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}","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

摘要

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。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
查看原文
分享 分享
微信好友 朋友圈 QQ好友 复制链接
本刊更多论文
Who needs the help desk? Tackling one's own technological problem via self IT service

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.

求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
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.
期刊最新文献
Stability and change in digital transformation: A repertoire model of institutionally embedded technology affordances Virtual social contagion in online support communities Transformed knowledge work infrastructures in times of forced remote work Editorial Board Digital innovation, platforms, and global strategy
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
0
微信
客服QQ
Book学术公众号 扫码关注我们
反馈
×
意见反馈
请填写您的意见或建议
请填写您的手机或邮箱
已复制链接
已复制链接
快去分享给好友吧!
我知道了
×
扫码分享
扫码分享
Book学术官方微信
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术
文献互助 智能选刊 最新文献 互助须知 联系我们:info@booksci.cn
Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。
Copyright © 2023 Book学术 All rights reserved.
ghs 京公网安备 11010802042870号 京ICP备2023020795号-1