Investigating Postadoption Utilization: An Examination Into the Role of Interorganizational and Technology Trust

Abstract

Grounded in the technology acceptance model (TAM), this study examines the influence of technology trust and interorganizational trust on post adoption utilization. This study extends the innovation diffusion literature by drawing upon past diffusion research and considering trust-based determinants in facilitating technology usage. Field interviews were conducted to develop an understanding of the user population and the unique challenges the individuals experienced while working with the new system. The results of the interviews enabled the author to identify which variables to investigate further through the use of a survey data collection protocol. In the present study, 273 first-tier supply chain members of the second-largest U.S. automotive service-parts logistics operation, who were recently introduced to a new supply chain management technology, were surveyed. Using a structural equation model, nine hypotheses were tested. As hypothesized, an individual's technology trust and interorganizational trust have an effect on perceived ease of use and perceived usefulness, which further influence post adoption technology utilization behavior. The results suggest that even in supply chains where usage is mandated, the presence of technology and interorganizational trust can increase individual utilization of new technologies. Implications of this study along with suggestions for future research are provided.