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Article
Publication date: 28 June 2021

Hillol Bala, Viswanath Venkatesh, Daniel C. Ganster and Arun Rai

Although research has suggested that enterprise system (ES) implementations have major impacts on employee job characteristics and outcomes, there has been limited…

Abstract

Purpose

Although research has suggested that enterprise system (ES) implementations have major impacts on employee job characteristics and outcomes, there has been limited research that has examined the impacts of ES implementations on interpersonal relationships over time. Building on and extending recent studies that have examined changes in employee job characteristics and outcomes during an ES implementation, this research examined the nature, extent, determinants and outcomes of changes in an important interpersonal relationship construct—coworker exchange (CWX)—following an ES implementation. CWX is considered a critical aspect of employees' job and an important determinant of their success in the workplace. Drawing on social exchange theory (SET), the authors theorize that employees will perceive a change in CWX following an ES implementation.

Design/methodology/approach

A longitudinal field study over a period of 6 months among 249 employees was conducted. Latent growth modeling was used to analyze the data.

Findings

The authors found that employees' work process characteristics, namely perceived process complexity, perceived process rigidity and perceived process radicalness, significantly explained change, i.e. decline in our case, in CWX during the shakedown phase of an ES implementation. The decreasing trajectory of change in CWX led to declining job performance and job satisfaction.

Originality/value

The role of CWX and its importance in the context of ES implementations is a key novel element of this work.

Details

Industrial Management & Data Systems, vol. 121 no. 8
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 4 October 2019

Tashfeen Ahmad, Ruba Aljafari and Viswanath Venkatesh

Realizing value from information and communication technology (ICT) in procurement in developing countries is complex due to diverse stakeholders and intertwined…

Abstract

Purpose

Realizing value from information and communication technology (ICT) in procurement in developing countries is complex due to diverse stakeholders and intertwined procurement processes. The purpose of this paper is to examine the experience of the Government of Jamaica in leveraging ICTs as an intervention to transform its procurement operations and combat corruption.

Design/methodology/approach

The study examines conversations with employees in the Government of Jamaica to understand key milestones in its procurement history. Based on the view that the intervention context is an ecosystem where multiple and inconsistent views of the e-procurement system evolve over time, the study analyzes milestones to reveal key actions that contributed either to the initial success of or introduced challenges to the e-procurement system.

Findings

The findings suggest that inducing positive sentiments about the intervention through transparency will overcome a long history of negative sentiments about the initiatives of government bodies in general. Furthermore, positive sentiments may not be directly related to the e-procurement system.

Research limitations/implications

The study offers important insights that government bodies in similar contexts can apply to guide initiatives for transforming procurement operations. For instance, training should emphasize not only the technical aspects of the system from the perspective of different stakeholders but also their job descriptions. Future research may examine other initiatives in developing countries to compare the role of sentiments over time.

Originality/value

The study adopts a unique approach to understand the experience of a developing country in harnessing ICTs to transform procurement operations.

Details

Internet Research, vol. 29 no. 6
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 5 June 2017

Hillol Bala and Viswanath Venkatesh

Interorganizational business process standards (IBPS) are IT-enabled process specifications that standardize, streamline, and improve business processes related to…

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1178

Abstract

Purpose

Interorganizational business process standards (IBPS) are IT-enabled process specifications that standardize, streamline, and improve business processes related to interorganizational relationships. There has been much interest in IBPS as organizations from different industries implement these process standards that lead to successful organizational outcomes by integrating and standardizing intra- and inter-organizational business processes. These process standards enable data analytics capabilities by facilitating new sources of interorganizational process data. The purpose of this paper is to unearth employees’ reactions to a new type of supply chain process innovations that involved an implementation of new IBPS, a supply chain management (SCM) system, and associated analytics capabilities.

Design/methodology/approach

The authors gathered and analyzed qualitative data for a year from the employees of a healthcare supplier, a high-tech manufacturing organization, during the implementation of a SCM system and RosettaNet-based IBPS.

Findings

In what the authors termed the initiation stage, there was quite a bit of confusion and unrest among employees regarding the relevance of the new process standards and associated analytics capabilities. With the passage of time, in the institutionalization stage, although the situation improved slightly, employees found workarounds that allowed them to appropriate just part of specific processes and the analytics capabilities. Finally, once routinized, employees felt comfortable in the situation but still did not appropriate the new supply chain processes faithfully. Overall, employees’ reactions toward the SCM system and associated analytics capabilities were different from their reactions toward the new business processes.

Originality/value

The paper contributes to the literature by offering novel insights on how employees react to and appropriate process innovations that change their work processes.

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1305-9

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Article
Publication date: 19 January 2021

Viswanath Venkatesh, Tracy Ann Sykes, Ruba Aljafari and Marshall Scott Poole

As information systems (IS) phenomena continue to emerge and evolve in our ever-changing economic and social contexts, researchers need to increase their focus on time in…

Abstract

Purpose

As information systems (IS) phenomena continue to emerge and evolve in our ever-changing economic and social contexts, researchers need to increase their focus on time in order to enrich our theories. The purpose of this paper is to present broad suggestions for IS researchers about how they can direct some of their research efforts to consider, conceptualize and incorporate time into research endeavors and how they might be mindful about considering and specifying time-related scope conditions of their research efforts.

Design/methodology/approach

The authors synthesize empirical studies and discuss three distinct yet related frameworks of time and the benefits they can provide. The authors choose two research streams that reflect dynamic economic and social contexts – namely, enterprise systems and social networks – to illustrate how time and frameworks of time can be leveraged in our theory development and research design.

Findings

The authors demonstrate that limited research in IS has incorporated a rich conceptualization and/or discussion of time. The authors build on this gap to highlight guidelines that researchers can adopt to enrich their view of time.

Originality/value

Given the dynamic nature of IS phenomena and the increased availability of longitudinal data, the authors’ suggestions aim to urge and guide IS researchers about ways in which they can incorporate time into their theory and study designs.

Details

Industrial Management & Data Systems, vol. 121 no. 1
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 28 June 2019

John A. Aloysius, Ankur Arora and Viswanath Venkatesh

Retailers are implementing technology-enabled mobile checkout processes in their stores to improve service quality, decrease labor costs and gain operational efficiency…

Abstract

Purpose

Retailers are implementing technology-enabled mobile checkout processes in their stores to improve service quality, decrease labor costs and gain operational efficiency. These new checkout processes have increased customer convenience primarily by providing them autonomy in sales transactions in that store employee interventions play a reduced role. However, this autonomy has the unintended consequence of altering the checks and balances inherent in a traditional employee-assisted checkout process. Retailers, already grappling with shoplifting, with an estimated annual cost of billions of dollars, fear that the problem may be exacerbated by mobile checkout and concomitant customer autonomy. The purpose of this paper is to understand the effect of mobile checkout processes in retail stores on cybercrime in the form of shoplifting enabled by a technology transformed the retail environment.

Design/methodology/approach

The authors conducted an online survey of a US sample recruited from a crowdsourced platform. The authors test a research model that aims to understand the factors that influence the intention to shoplift in three different mobile checkout settings − namely, smartphone checkout settings, store-provided mobile device checkout settings, and employee-assisted mobile checkout settings − and compare it with a traditional fixed location checkout setting.

Findings

The authors found that, in a smartphone checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs and peer influence had a stronger effect for prospective shoplifters when compared to experienced shoplifters; in a store-provided mobile devices checkout setting, experiential beliefs had a negative effect on shoplifters’ intention to shoplift and the effect was weaker for prospective shoplifters when compared to experienced shoplifters. The results also indicated that in an employee-assisted mobile checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs had a stronger effect for prospective shoplifters when compared to experienced shoplifters.

Originality/value

This study is the among the first, if not first, to examine shoplifters’ intention to shoplift in mobile checkout settings. We provide insights into how those who may not have considered shoplifting in less favorable criminogenic settings may change their behavior due to the autonomy provided by mobile checkout settings and also provide an understanding of the shoplifting intention for both prospective and experienced shoplifters in different mobile checkout settings.

Details

Information Technology & People, vol. 32 no. 5
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 14 May 2018

Hartmut Hoehle, John A. Aloysius, Frank Chan and Viswanath Venkatesh

Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses…

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1723

Abstract

Purpose

Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses. The purpose of this paper is to focus on the use of mobile technologies to facilitate customers’ shopping in physical retail stores and associated implementation challenges.

Design/methodology/approach

First, the authors introduce three emerging mobile shopping checkout processes in the retail store. Second, the authors suggest that new validation procedures (i.e. exit inspections) necessary for implementation of mobile-technology-enabled checkout processes may disrupt traditional retail service processes. The authors propose a construct labeled “tolerance for validation” defined as customer reactions to checkout procedures. The authors define and discuss five dimensions – tolerance for: unfair process; changes in validation process; inconvenience; mistrust; and privacy intrusion. The authors develop a measurement scale for the proposed construct and conduct a study among 239 customers.

Findings

The results show that customers have higher tolerance for validation under scenarios in which mobile technologies are used in the checkout processes, as compared to the traditional self-service scenario in which no mobile technology is used. In particular, the customers do not show a clear preference for specific mobile shopping scenarios.

Originality/value

These findings contribute to our understanding of a challenge that omnichannel businesses may face as they leverage data from digital technologies to enhance collaborative planning, forecasting, and replenishment processes. The proposed construct and measurement scales can be used in future work on omnichannel retailing.

Details

The International Journal of Logistics Management, vol. 29 no. 2
Type: Research Article
ISSN: 0957-4093

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Article
Publication date: 4 October 2021

Likoebe Maruping, Arun Rai, Ruba Aljafari and Viswanath Venkatesh

Advances in information technology coupled with the need to build resilience against disruptions by pandemics like COVID-19 continue to emphasize offshoring services in…

Abstract

Purpose

Advances in information technology coupled with the need to build resilience against disruptions by pandemics like COVID-19 continue to emphasize offshoring services in the software industry. Service-level agreements (SLAs) have served as a key mechanism for safeguarding against risk in offshore service arrangements. Yet, variations in service cost and quality persist. This study aims to open up the blackbox linking SLAs to offshore project outcomes by examining (1) how the provisions in these contracts affect the ability of project teams – the work unit primarily in charge of producing the offshored service – to achieve their objectives and fulfill client requirements and (2) how differences in contextual factors shape the effects of these provisions.

Design/methodology/approach

The authors incorporate the role of organizational work practice differences to understand the challenges that 270 offshore project teams faced in coordinating and integrating technical and business domain knowledge across organizational boundaries in offshore arrangements. The examined offshore IT projects were managed by a leading software vendor in India and several of its US-based clients over a three-year period.

Findings

The authors demonstrate that organizational work practice differences represent a barrier to offshore project success, and that project team transition processes are an important mechanism for overcoming these barriers. Moreover, the authors find that transition processes represent key mediating mechanisms through which SLA provisions affect offshore project outcomes.

Originality/value

The study findings shed light on how SLAs shape software project teams' balance between activities aimed at meeting client needs and those aimed at containing costs.

Details

Industrial Management & Data Systems, vol. 121 no. 12
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 26 February 2021

Hartmut Hoehle, Jia Wei, Sebastian Schuetz and Viswanath Venkatesh

In the aftermath of data breaches, many firms offer compensation to affected customers to recover from damaged customer sentiments. To understand the effectiveness of such…

Abstract

Purpose

In the aftermath of data breaches, many firms offer compensation to affected customers to recover from damaged customer sentiments. To understand the effectiveness of such compensation offerings, Goode et al. (2017) examined the effects of compensation offered by Sony following the PlayStation Network breach in 2011. Although Goode et al. (2017) present key insights on data breach compensation, it is unclear whether their findings generalize beyond the context of subscription-based gaming platforms whose customers are young and experience substantial switching costs. To address this issue, we conducted a methodological replication in a retail context with low switching costs.

Design/methodology/approach

In our replication, we examine the effects of compensation offered by Home Depot in the aftermath of its data breach in 2014. Home Depot is the largest home improvement retailer in the US and presents a substantially different context. Data were collected from 901 participants using surveys.

Findings

Our results were consistent with the original study. We found that in retail breaches, effective compensation needs to meet customers' expectations because overcompensation or undercompensation leads to negative outcomes, such as decreased repurchase intention.

Originality/value

Our study provides insights into the effectiveness of compensation in the retail context and confirms the findings of Goode et al. (2017).

Details

Internet Research, vol. 31 no. 3
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 4 April 2016

John A Aloysius, Hartmut Hoehle and Viswanath Venkatesh

Mobile checkout in the retail store has the promise to be a rich source of big data. It is also a means to increase the rate at which big data flows into an organization…

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4535

Abstract

Purpose

Mobile checkout in the retail store has the promise to be a rich source of big data. It is also a means to increase the rate at which big data flows into an organization as well as the potential to integrate product recommendations and promotions in real time. However, despite efforts by retailers to implement this retail innovation, adoption by customers has been slow. The paper aims to discuss these issues.

Design/methodology/approach

Based on interviews and focus groups with leading retailers, technology providers, and service providers, the authors identified several emerging in-store mobile scenarios; and based on customer focus groups, the authors identified potential drivers and inhibitors of use.

Findings

A first departure from the traditional customer checkout process flow is that a mobile checkout involves two processes: scanning and payment, and that checkout scenarios with respect to each of these processes varied across two dimensions: first, location – whether they were fixed by location or mobile; and second, autonomy – whether they were assisted by store employees or unassisted. The authors found no evidence that individuals found mobile scanning to be either enjoyable or to have utilitarian benefit. The authors also did not find greater privacy concerns with mobile payments scenarios. The authors did, however, in the post hoc analysis find that mobile unassisted scanning was preferred to mobile assisted scanning. The authors also found that mobile unassisted scanning with fixed unassisted checkout was a preferred service mode, while there was evidence that mobile assisted scanning with mobile assisted payment was the least preferred checkout mode. Finally, the authors found that individual differences including computer self-efficacy, personal innovativeness, and technology anxiety were strong predictors of adoption of mobile scanning and payment scenarios.

Originality/value

The work helps the authors understand the emerging mobile checkout scenarios in the retail environment and customer reactions to these scenarios.

Details

International Journal of Operations & Production Management, vol. 36 no. 4
Type: Research Article
ISSN: 0144-3577

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