تاثیر ویژگی های روانی بر عملکرد کاربر در سیستم های اطلاعاتی ارائه خدمات مشتری: چشم انداز مدیریت

Information systems-assisted customer service delivery has emerged as a strategic imperative that is increasingly tied to information systems resources, organizational capabilities, and work environment in organizational information systems management. Despite the potential of information systems, extensive diversity exists in the task performance within organizations which provokes the factors of psychological traits that affect performance. Drawing upon information systems success literature–contextual theories of organizational creativity, and behavioral and human psychology in an organizational environment–this paper develops a model to assess user performance in an organizational IS in providing customer services. Here, hypotheses have been developed in regard to the interaction of system satisfaction and organizational work environments with the user's psychological traits and how these interactions influence their performance. The model has been tested using survey data collected from a total of 314 respondents, regarding the users of a call center information system employed in a large organization. Results from the partial least squares analyses support the proposed model and highlight the important role of psychological traits in mediating the effect of systems, and organizational environment on performance. The findings also shed new light on the technological and organizational factors associated with the user performance. The implications of the findings for research and practice are discussed.

The performance enhancement of information systems (IS) users within an organization is a necessary step to achieve quality customer service and the organization's competitive advantage [58]. Today's service-based economy faces major challenges in assessing and managing the performance of the employees (users) involved in a human in-the-loop systems [21]. In particular, call centers have become a core part of the service industry, therefore require interactions between the users and customers. Hence, the provision of quality customer service has emerged as a strategic imperative for most organizations, and this is highly related to IS resources and organizational capabilities [68]. Quality customer service is not only the most important factor in achieving customer satisfaction, but is also the principal criterion for measuring the competitiveness of the customer service process [89]. Similarly, the increased emphasis on customer service has emerged as a key motivation in prioritizing the call center IS, reflecting the general recognition of the essential role that IT plays in this process [29]. Despite the business value creation of information systems [35], extensive diversity exists in task performance within competing organizations [73]. Particularly, in the context of call centers, IS management faces criticisms from callers about the user's (operators') capability in effectively processing customer requests [3]. There are also complaints from the users regarding the management and work environment [82]. Furthermore, in recent years, the media has paraded call centers as prime examples of stressful work environments. These issues raised crucial challenges for managers of the workforce [44]. As a result, the operational challenges faced by call center managers have become more complicated [2]. These issues have provoked the consideration on how psychological traits may impact user performance with IS of organizations in providing customer services, especially in the context of call centers [27]. However, academic studies regarding the call center IS management and performance are currently limited in both number and scope, especially in the fields of organizational IS work environment and human psychological traits. Behavioral scientists have a long history and impressive track record of using psychology for improving human performance and productivity, quality of work life satisfaction, and organizational effectiveness [27]. The literature regarding human resource management and strategy identifies organizational work environment as a critical non-IT resource in determining the user performance in providing service [68]. While a number of studies have already emphasized the critical role of IS in customer service [29], however, empirical research examining the link between IS and the user performance is still lacking. Previous studies on call centers have focused on issues such as queuing models [45], optimization problems [50], multi-skill call centers [1], work organization, work station layout, work postures, physical factors in the work environment, and ergonomics [10] and [83]. However, there remains a further need to examine the impact of user behaviors on the operations and service quality in depth [2]. Therefore, empirical analyses based on historical data will be extremely valuable in providing insight into these questions [2]. Yet, the framework on the organizational work environment and the impact of human psychological behavior on performance enhancement are still lacking in this regard. Furthermore, regardless of some psychometrically sound instruments that are available for assessing perceptions of organizational environments and human psychology in general, very few scholars have attempted to quantitatively assess the work environment for the user performance of organizational IS [5]. In this light, to improve the explanatory values of the factors associated with user performance in organizational IS and work environment, this paper developed a model drawing upon IS success literature, contextual theories of organizational creativity, behavior, and human factor psychology in an organizational work environment. This model will specifically explain how the user's psychological traits mediate the impacts of the systems and organizational environment on work life satisfaction and performance. It also focuses on identifying the factors that can be generalized across organizational IS and environments regarding the influence of psychological traits on the user performance. The hypothesized model has been tested using a total of 314 survey data points collected from call center operators of a large organization. Research questions addressed in this paper focus on (1) the impacts of psychological traits on user performance in an organizational IS which provides customer service and (2) the technological and organizational factors that shape user performance in an organizational IS which provides customer service. By addressing these research questions, this paper contributes to the IS success literature by providing empirical evidences regarding the impacts of psychological traits on performance, as well as by isolating a parsimonious set of factors that are theoretically grounded to affect user performance in organizational IS in providing customer services. Thereby, this study contributes to the development and management of motivational propensities in organizational IS management for human resources, implying the substantial returns that may be yielded by investing in the development of psychological traits, beyond those of the other traditional forms of capital investment. The remainder of the paper is structured as follows. In the next section, a theoretical framework will be developed. Followed by the framework, a research model and hypothesis will be constructed in Section 3. 4 and 5 will describe the research method, the procedure of data analysis and the results of the model tested. Finally, in 6 and 7, the findings of this research will be discussed, as well as the theoretical and managerial implications, limitations, and future research directions, followed by the conclusions.

Drawing upon IS success literature, contextual theories of organizational creativity, behavior, and the influence of human psychological traits in an organizational environment, this paper developed and tested an IS success model in terms of performance in the context of an organizational information system. The theoretical framework combined the independent contributions of two well established streams in the literature—studies that explain the impact of human psychological traits on performance, and those that explain the effects of systems and organizational environment on performance. Furthermore, this paper confirmed that the systems and the environments are significant factors in the IS success by highlighting the importance of positive psychological traits in facilitating the IS performance. These findings will have significant practical implications for the organizational management for information systems, as well as for the streamlined business mission. Finally, our theoretical perspective and managerial findings will stimulate researchers to investigate the IS success in a wide variety of settings using multiple streams of literature. Hence, it will contribute them further to create a cumulative body of evidence that can advance knowledge regarding the performance in the information systems within organizations.