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.
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