Title :
Promoting IT service employees´ customer-oriented behaviors: An empirical study of an ERP support center in a healthcare enterprise
Author :
Deng, Xuefei Nancy ; Wang, Tawei
Author_Institution :
Shidler College of Business, University of Hawaii at Manoa, USA
Abstract :
IT employees´ skills and competency: from technical skills in managing computer operations, programming, and processing data in the 1960s and 1970s, to business operations, management, and interpersonal communication. — IT employees´ customer-oriented behaviors: expected in service organizations, e.g., IT help desks and call centers, but not specifically rewarded. — Balancing the trade-off between the two performance measures — effectiveness versus efficiency — becomes a fundamental dilemma for IT executives and managers. — The boundary between in-role (expected job duties) and extra-role (discretionary) customer service behaviors is blurred in IT services.
Keywords :
Computers; Educational institutions; Medical services; NIST; Programming;
Conference_Titel :
IT Professional Conference (IT Pro), 2014
Conference_Location :
Gaithersburg, MD, USA
DOI :
10.1109/ITPRO.2014.7029301