The intention to use computerized reservation systems: the moderating effects of organizational support and supplier incentive

Abstract

While information systems have become an integral part of information-intensive service organizations, they have also caused systems-related stress and consequent job dissatisfaction among front-line service employees. This study looks into the phenomenon of technology adoption for front-line service and identifies potential factors that nurture positive intentions toward technology usage. It finds that front-line service workers can be motivated to use the technology not only by technological characteristics, such as ease of use and usefulness, but that they are also motivated by external management support and market supplier incentive. These two management interventions are revealed as moderating variables. The study also provides insight into research, suggesting that the service organization and technology market supplier together can guide front-line employees to feel less stressed yet more challenged by their job. It is assumed that these efforts will result in better customer service.