Service Orientation of Information Technology Professionals: The Effect of Personal and Environmental Factors

  • Ting Lie
  • Chih-Ling Liu
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 275)


The roles of information technology (IT) professionals have expanded from technical staff into service providers. However, IT professionals are usually better trained in dealing with computers instead of how to interact with human being. The attitude and behavior of IT professionals’ service orientation, that is the ability of service employees to help their customers, affects the service quality of information system as well as IT projects. This study is to identify the personal and environmental factors affecting service orientation in IT service provision. Results showed that IT professional’s work locus of control, which is the personal factor, and organizational service climate, which is the environment factor significantly affect IT professionals’ service orientation attitudes and behaviors. Theoretical and practical implications of this study are to be discussed in the conference.


Service Orientation IT Professionals IT service 


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Ajzen, I., Fishbein, M.: Attitude-Behavior Relationships: A Theoretical Analysis and Review of Empirical Research. Psychological Bulletin 84, 888–918 (1977)CrossRefGoogle Scholar
  2. 2.
    Ajzen, I., Fishbein, M.: Understanding Attitudes and Predicting Social Behavior. Prentice-Hall, New Jersey (1980)Google Scholar
  3. 3.
    Bailey, J., Mitchell, R.B.: Industry Perceptions of The Competencies Needed By Computer Programmers: Technical, business, and soft skills. J. Computer Information Systems 47, 28–33 (2006)Google Scholar
  4. 4.
    Bandura, A.: Social Foundations of Thought and Action: A Social Cognitive Theory. Prentice-Hall, Englewood Cliffs (1986)Google Scholar
  5. 5.
    Bettencourt, L.A., Gwinner, K.P., Meuter, M.L.: A Comparison of Attitude, Personality, and Knowledge Predictors of Service-Oriented Organizational Citizenship Behaviors. J. Applied Psychology 86, 29–41 (2001)CrossRefGoogle Scholar
  6. 6.
    Brown, T.J., Mowen, J.C., Todd Donavan, D., Licata, J.W.: The Customer Orientation of Service Workers: Personality Trait Effects on Self and Supervisor Performance Ratings. J. Marketing Research 39, 110–119 (2002)CrossRefGoogle Scholar
  7. 7.
    Couger, J., Zawacki, R., Opperman, E.: Motivation Levels of MIS Managers Versus Those of Their Employees. MIS Quarterly 3, 47–56 (1979)CrossRefGoogle Scholar
  8. 8.
    Danziger, J.N., Kraemer, K.I., Dunkle, D.E., King, J.L.: Enhancing the Quality of Computer Service: Technology, structure and people. Public Administration Review 5, 161–169 (1993)CrossRefGoogle Scholar
  9. 9.
    Fornell, C., Larcker, D.: Evaluating Structural Models with Unobserved Variables and Measurement Error. J. Marketing Research 18, 35–90 (1981)Google Scholar
  10. 10.
    Frei, R.L., McDaniel, M.A.: Validity of Customer Service Measures in Personnel Selection: A Review of Criterion and Construct Evidence. Human Performance 11, 1–27 (1998)CrossRefGoogle Scholar
  11. 11.
    Gefen, D., Straub, D.W., Boudreau, M.-C.: Structural Equation Modeling and Regression: Guidelines for Research Practice. Communications of the Association for Information Systems 4, 1–79 (2000)Google Scholar
  12. 12.
    Hartwick, J., Barki, H.: Explaining the Role of User Participation in Information System Use. Management Science 40(4), 440–465 (1994)CrossRefGoogle Scholar
  13. 13.
    He, J., King, W.R.: The role of user participation in information systems development: Implications from a meta-analysis. J. Management Information Systems 25, 301–331 (2008)CrossRefGoogle Scholar
  14. 14.
    Heinbokel, T., Sonnentag, S., Frese, M., Stolte, W., Brodbeck, F.C.: Don’t Underestimate the Problems of User Centeredness in Software Development Projects - There are many! Behaviour and Information Technology 15(4), 226–236 (1996)CrossRefGoogle Scholar
  15. 15.
    Hogan, J., Robert, H., Catherine, B.: How to Measure Service Orientation. J. Applied Psychology 69, 167–173 (1984)CrossRefGoogle Scholar
  16. 16.
    Jiang, J.J., Klein, G., Carr, C.L.: Measuring Information System Service Quality: SERVQUAL from the Other Side. MIS Quarterly 26, 145–166 (2002)CrossRefGoogle Scholar
  17. 17.
    Katz, D., Kahn, R.L.: The Social Psychology of Organizations, 2nd edn. Wiley, New York (1978)Google Scholar
  18. 18.
    Kelley, S.W.: Developing Customer Orientation among Service Employees. J. the Academy of Marketing Science 20, 27–36 (1992)CrossRefGoogle Scholar
  19. 19.
    Kettinger, W.J., Lee, C.C.: Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality. MIS Quarterly 29, 607–623 (2005)Google Scholar
  20. 20.
    Kettinger, W.J., Lee, C.C.: Perceived Service Quality and User Satisfaction with the Information Services Function. Decision Science 25, 737–766 (1994)CrossRefGoogle Scholar
  21. 21.
    Kren, L.: The Moderating Effects of Locus of Control on Performance Incentives and Participation. Human Relations 45, 991–1012 (1992)CrossRefGoogle Scholar
  22. 22.
    Lewin, G.H., Stringer, R.A.: Motivation and organizational climate. Harvard University, Boston (1968)Google Scholar
  23. 23.
    Mathieson, G.J.: Service Orientation: The I/S Department’s Life Line. Computers in Healthcare 14, 45–46 (1993)Google Scholar
  24. 24.
    Moody, J.: Exploring The Inputs of IS Service. In: Proceedings of the ACM SIGCPR Conference, pp. 162–165 (2001)Google Scholar
  25. 25.
    Mowen, J.C., Spears, N.: A Hierarchical Model Approach to Understanding Compulsive Buying Among College Students. Journal of Consumer Psychology 8, 407–430 (1999)CrossRefGoogle Scholar
  26. 26.
    Nunnally, J.: Psychometric Theory, 2nd edn. McGraw-Hill, New York (1978)Google Scholar
  27. 27.
    Pitt, L.F., Watson, R.T., Kavan, C.B.: Service Quality: A Measure of Information Systems Effectiveness. MIS Quarterly 19, 173–188 (1995)CrossRefGoogle Scholar
  28. 28.
    Rotter, J.B.: Generalized Expectancies for Problem Solving and Psychotherapy. Cognitive Therapy and Research 2, 1–10 (1978)CrossRefGoogle Scholar
  29. 29.
    Saxe, R., Weitz, B.A.: The SOCO Scale: A Measure of the Customer Orientation of Salespeople. Journal of Marketing Research 19, 343–351 (1982)CrossRefGoogle Scholar
  30. 30.
    Schneider, B.: HRM-A Service Perspective: Towards A Customer-Focused HRM. International Journal of Service Industry Management 5, 64–76 (1994)CrossRefGoogle Scholar
  31. 31.
    Schneider, B.: The Climate for Service: An Application of the Climate Construct. In: Schneider, B. (ed.) Organizational Climate and Culture. Jossey Bass, San Francisco (1990)Google Scholar
  32. 32.
    Schneider, B., Bowen, D.E.: Winning the service game. Harvard Business School Press, Boston (1995)Google Scholar
  33. 33.
    Schneider, B., Gunnarson, S.K., Niles-Jolly, K.: Creating the Climate and Culture of Success. Organizational Dynamics 23, 17–29 (1994)CrossRefGoogle Scholar
  34. 34.
    Schneider, B., Wheeler, J.K., Cox, J.F.: A Passion for Service: Using Content Analysis to Explicate Service Climate Themes. J. Applied Psychology 77, 705–716 (1992)CrossRefGoogle Scholar
  35. 35.
    Schneider, B., White, S.S., Paul, M.C.: Linking Service Climate and Customer Perceptions of Service Quality: Test of A Causal Model. J. Applied Psychology 83, 150–163 (1998)CrossRefGoogle Scholar
  36. 36.
    Spector, P.E.: Development of the Work Locus of Control Scale. J. Occupational Psychology 61, 335–340 (1988)CrossRefGoogle Scholar
  37. 37.
    Spivey, W.A., Munson, J.M., Locander, W.B.: Meeting Retail Staffing Needs via Improved Selection. J. Retailing 55, 3–19 (1979)Google Scholar
  38. 38.
    Stock, R.M., Hoyer, W.D.: An Attitude-Behavior Model of Salespeople’s Customer Orientation. J. the Academy of Marketing Science 33, 536–552 (2005)CrossRefGoogle Scholar
  39. 39.
    Werts, C.E., Linn, R.L., Joreskog, K.G.: Intraclass reliability estimates: Testing structural assumptions. Educational and Psychological Measurement 34, 25–33 (1974)CrossRefGoogle Scholar
  40. 40.
    Wixom, B.H., Watson, H.J.: An empirical investigation of the factors affecting data warehousing success. MIS Quarterly 25, 17–41 (2001)CrossRefGoogle Scholar
  41. 41.
    Wood, R., Bandura, A.: Social Cognitive Theory of Organizational Management. Academy of Management Review 14, 361–384 (1989)Google Scholar

Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  1. 1.Department of Information ManagementYuan Ze UniversityChungliTaiwan, R.O.C.

Personalised recommendations