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

  • Conference paper
New Perspectives in Information Systems and Technologies, Volume 1

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 275))

Abstract

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.

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Author information

Authors and Affiliations

  1. Department of Information Management, Yuan Ze University, 135 Yuan Tung Rd., Chungli, Taiwan, R.O.C.

    Ting Lie & Chih-Ling Liu

Authors
  1. Ting Lie
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  2. Chih-Ling Liu
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Correspondence to Ting Lie .

Editor information

Editors and Affiliations

  1. Universidade de Coimbra & LIACC, Rio Tinto, Portugal

    Álvaro Rocha

  2. Instituto Superior de Estatística e Gestão de Informação, Universidade Nova de Lisboa, Lisboa, Portugal

    Ana Maria Correia

  3. Department of Business Information Systems, Auckland University of Technology, Auckland, New Zealand

    Felix . B Tan

  4. Empirica GmbH, Bonn, Germany

    Karl . A Stroetmann

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© 2014 Springer International Publishing Switzerland

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Lie, T., Liu, CL. (2014). Service Orientation of Information Technology Professionals: The Effect of Personal and Environmental Factors. In: Rocha, Á., Correia, A., Tan, F., Stroetmann, K. (eds) New Perspectives in Information Systems and Technologies, Volume 1. Advances in Intelligent Systems and Computing, vol 275. Springer, Cham. https://doi.org/10.1007/978-3-319-05951-8_6

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  • DOI: https://doi.org/10.1007/978-3-319-05951-8_6

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-05950-1

  • Online ISBN: 978-3-319-05951-8

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