Journal of Korea Society of Industrial Information Systems (한국산업정보학회논문지)

Korea Society of Industrial Information Systems (한국산업정보학회)
권호 표지
DOI QR코드

DOI QR Code

The Effects of Affordance System Use on Agility and Performance

서비스기업의 변화준비성을 통한 행동유도시스템 활용이 접점직원의 민첩성 및 성과에 미치는 영향

  • Received : 2018.02.05
  • Accepted : 2018.02.27
  • Published : 2018.02.28
Download PDF
⟨ Previous Next ⟩

Abstract

This study defined the concepts of change-readiness, affordance system, agility, and performance, which are becoming increasingly important and necessary in service industry. Also, by verifying the relationship among these factors based on theoretical and empirical researches, it proposed strategic implications for service firms to reinforce their competitiveness. The results of the analysis in this study are as follows. First, the factors of technology, organization, and environment had significant effects on affordance system. Second, affordance system had significant effects on both agility and performance. Third, agility had a significant effect on performance. Fourth, job uncertainty moderated the relationship between affordance system and agility, but not between affordance system and performance. The results suggest that affordance system is a highly effective method of improving agility of the frontline employees. To maximize the utility of affordance system, sufficient change-readiness in technological, organizational, and environmental factors are required. Reasons and implications of these observed relationships are discussed.

본 연구는 고객에게 다양한 서비스를 제공해야하는 접점직원의 민첩성을 제고하기 위해 필요한 IT 기술 즉, 행동유도시스템의 촉진요인과 결과요인을 확인하고자 한다. 이를 위해 변화준비성, 행동유도시스템, 민첩성 및 성과의 개념을 정립하고 또한 이들 간의 관계를 이론적 및 실증적으로 검증하여 서비스기업에서 IT 기술을 이용한 경쟁력 강화에 필요한 전략적 시사점을 도출하였다. 행동 유도시스템을 사용하는 접점직원 419명을 대상으로 Amos 23.0을 사용하여 분석한 결과 첫째, 변화준비성의 기술, 조직, 환경요인은 행동유도시스템에 모두 유의한 영향을 미치는 것으로 나타났다. 둘째, 행동유도시스템은 민첩성과 성과에 모두 유의한 영향을 주는 것으로 나타났다. 셋째, 민첩성은 성과에 유의한 성과를 주는 것으로 나타났다. 넷째, 업무불확실성은 행동유도시스템과 민첩성의 관계를 조절하는 것으로 밝혀졌지만, 행동유도시스템과 성과와의 관계는 조절하지 못하는 것으로 나타났다. 이러한 결과의 이유와 시사점을 제시하였다.

Keywords

References

  1. Abe, A., "Cognitive chance discovery," Universal Access in Human-Computer Interaction, Vol. 5614, pp. 315-323, 2009.
  2. Ajzen, I., "The Theory of Planned Behavior," Organizational Behavior and Human Decision Processes, Vol. 50, No. 2, pp. 179-211, 1999.
  3. Armenakis, A. A., Harris, S. G. and Field, H. S., "Paradigms in Organizational Change: Change Agent and Ghange Target Perspectives," In R. Golembiewski (Ed.), Handbook of Organizational Behavior, New York: Marcel Dekker, pp. 631-658, 2001.
  4. Attewell, P., "Technology Diffusion and Organizational Learning: The Case of Business Computing," Organization Science, Vol. 3, No. 1, pp. 1-19, 1992. https://doi.org/10.1287/orsc.3.1.1
  5. Baron, R. M. and Kenny, D. A., "The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations," Journal of Personality and Social Psychology, Vol. 51, pp. 1173-1182, 1986. https://doi.org/10.1037/0022-3514.51.6.1173
  6. Beltran-Martin, I., Roca-Puig, V., Escrig-Tena, A. and Bou-Llusar, J., "Human Resource Flexibility as a Mediating Variable between High Performance Work Systems and Performance," Journal of Management, Vol. 34, No. 5, pp. 1009-1044, 2008. https://doi.org/10.1177/0149206308318616
  7. Bitner, M. J., "Evaluating Service Encounters: The Effects of Physical Surrounding and Employee Responses," Journal of Marketing, Vol. 54, No. 2, pp. 69-82, 1990. https://doi.org/10.2307/1251871
  8. Breu, K., Christopher, J. and Heming, W., "Workforce Agility: The New Employee Strategy for the Knowledge Economy," Journal of Information Technology, Vol. 17, No. 1, pp. 21-31, 2002. https://doi.org/10.1080/02683960110132070
  9. Chatterjee, S., Moody, G., Lowry, P. B., Chakraborty, S. and Hardin, A., "Strategic Relevance of Organizational Virtues Enabled by Information Technology in Organizational Innovation," Journal of Management Information Systems, Vol. 32, No. 3, pp. 158-196, 2015. https://doi.org/10.1080/07421222.2015.1099180
  10. Chen, L. and Tan, J., "Technology Adaptation in E-Commerce: Key Determinants of Virtual Stores Acceptance," European Management Journal, Vol. 22, No. 1, pp. 74-86, 2004. https://doi.org/10.1016/j.emj.2003.11.014
  11. Chen, Y., Wang, Y., Nevo, S., Benitez-Amado, J. and Kou, G., "IT Capabilities and Product Innovation Performance: The Roles of Corporate Entrepreneurship and Competitive Intensity," Information and Management, Vol. 52, No. 6, pp. 643-657, 2015. https://doi.org/10.1016/j.im.2015.05.003
  12. Chin, W. W., "Commentary: Issues and Opinion on Structural Equation Modeling," MIS Quarterly, Vol. 22, No. 1, pp. 7-16, 1998.
  13. Chong, A. Y. L., Ooi, K. B., Lin, B. and Raman, M., "Factors Affecting the Adoption Level of C-commerce: An Empirical Study," The Journal of Computer Information Systems, Vol. 50, No. 2, pp. 13-22, 2009.
  14. Choi, Y. H. and Lee, H. S., "The Mediation Role of Learning Transfer in the Influencing Relationship Job Performance Improvement Program and Work Environment of Small and Medium Size Business Sale Workers have with Individual Job Performance," Asia Pacific Jounal of Small Business, Vol. 35, No. 4, pp. 165-191, 2013.
  15. Conole, G. and Dyke, M., "What are the Affordances of Information and Communication Technologies?" Association for Learning Technology Journal, Vol. 12, No. 2, pp. 113-124, 2004. https://doi.org/10.3402/rlt.v12i2.11246
  16. Davis, F. D., "Perceived Usefulness, Perceived Ease of Use, and Useracceptance of Information Technology," MIS Quarterly, Vol. 13, No. 3, pp. 319-340, 1989. https://doi.org/10.2307/249008
  17. Fornell, C. and Larcker, D. F., "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research, Vol. 18, No. 1, pp. 39-50, 1981. https://doi.org/10.2307/3151312
  18. Gaver, W. W., "Technology Affordances," Proceedings of CHI '91, pp. 79-84, 1991.
  19. Ghobakhloo, D., Arias-Aranda, D. and Benitez-Amado, J., "Adoption of E-Commerce Applicationsin SMEs," Industrial Management and Data Systems, Vol. 111, No. 8, pp. 1238-1269, 2011. https://doi.org/10.1108/02635571111170785
  20. Gibson, J., "The Theory of Affordance," In R. Shaw and J. Bransford (Eds.), Perceiving, Acting and Knowing: Toward an Ecological Psychology Mahwah, NJ: Lawrence Erlbaum Associates, pp. 62-82, 1977.
  21. Heo, M. S. and Cheon, M. J., "An Empirical Study on the Relationship between Employee's Agility and Work Performance: Focused on the Agility's Influence Factors and Knowledge-Oriented Leadership," Korea Knowledge Management Society, Vol. 16, No. 2, pp. 139-172. 2015. https://doi.org/10.15813/kmr.2015.16.2.007
  22. Hirst, J. D., "A Failure "without Parallel": The School Medical Service and the London County Council 1907-12," Medical History, Vol. 25, No. 3, pp. 281-300, 1981. https://doi.org/10.1017/S0025727300034591
  23. Hong, K. S., "The Impact of Perceived Agility on Satisfaction and Loyalty in Mobile Banking: Moderating Effect of Need for Cognition," The E-Business Studies, Vol. 15, No. 3, pp. 503-524, 2014.
  24. Hopwood, A. G., "The Relationship between Accounting and Personnel Management -Past Conflicts and Future Potential-," Personnel Review, Vol. 1, No. 2, pp. 40-47, 1972. https://doi.org/10.1108/eb055199
  25. Iacovou, C. L., Benbasat, I. and Dexter, A. S., "Electronic Data Interchange and Small Organizations: Adoption and Impact of Technology," MIS Quarterly, Vol. 19, No. 4, pp. 465-485, 1995. https://doi.org/10.2307/249629
  26. IBM., "Champion of Software as a Service," Retrieved July 4, 2016, from http://www.ibm.com/cloud-computing/files/How_SaaS_is_Fueling_Powerful_Competitive_Advantage_kor.pdf, 2014.
  27. Jayachandran, S., Hewett, K. and Kaufman, P., "Customer Response Capability in a Sense-and-Respond Era: The Role of Customer Knowledge Process," Journal of the Academy of Marketing Science, Vol. 32, No. 3, pp. 219-233, 2004. https://doi.org/10.1177/0092070304263334
  28. Karimi, J., Somers, T. M. and Gupta, Y. P., "Impact of Environmental Uncertainty and Task Characteristics on User Satisfaction with Data," Information Systems Research, Vol. 15, No. 2, pp. 175-193, 2004. https://doi.org/10.1287/isre.1040.0022
  29. Kim, B. W., "Determinant Factors of Business Agility for Real Time Enterprise Empirical Validation," Department of Business Administration, Graduate School of Sejong University, 2007.
  30. Kim, U. J. "The Impact of Brand Awareness, Perceived Switching Cost, User Loyalty on Purchase Intention : Moderator as a Purchase Experience," Korea Internet Electronic Commerce Association Vol. 15, No. 1 pp. 75-94, 2015.
  31. Kim, J. H., "A Study on the Determinants of Sustainable Management Performance and Role of Sustainability Level," Department of Consulting, Graduate School Kumoh National Institute of Technology, 2016.
  32. Kim, J. W., Yang, D. S. and Ok, S. J., "A Study on Structural Relationship among Supply Chain Agility Capabilities," Entrue Journal of Information Technology, Vol. 11, No. 3, pp. 131-145, 2012.
  33. Kohli, A. K. and Jaworski, B. J., "Market Orientation: The Construct, Research Propositions, and Managerial Implications," Journal of Marketing, Vol. 54, No. 2, pp. 1-18, 1990. https://doi.org/10.2307/1251866
  34. Kuan, K. and Chau, P., "A Perception-Based Model of EDI Adoption in Small Businesses Using a Technology - Organizational - Environmental Framework," Information and Management, Vol. 38, No. 8, pp. 507-521, 2001. https://doi.org/10.1016/S0378-7206(01)00073-8
  35. Kwahk, K. Y. and Hong, M. K., "The Effects of IT Competency and Organizational Learning on Firm Performance: With a Focus on the Role of Organizational Agility," Korean Management Review, Vol. 40, No. 4, pp. 1075-1108, 2011.
  36. Kwon, T. H. and Zmud, R. W., "Unifying the Fragmented Models of Information Systems Implementation," In R. J. Boland and R. A. Hirschheim (Eds.), Critical Issues in Information Systems Research (pp. 227-251). New York: John Wiley and Sons, 1987.
  37. Lawrence, J. E., Lamm, S. H., Pino, S., Richman, K. and Braverman, L. E., "The Effect of Short-Term Low-Dose Perchlorate on Various Aspects of Thyroid Function," Thyroid, Vol. 10, pp. 659-663, 2000. https://doi.org/10.1089/10507250050137734
  38. Kim, S. H. and Kim, G, N., "Understanding Organizational Behavior regarding Cloud Computing: Determinants Impacting on the Implementation Process of Cloud Computing and the Moderating Effect of Evolutional Leadership," Journal of Information systems, Vol. 25. No. 4, pp. 37-61, 2016. https://doi.org/10.5859/KAIS.2016.25.4.37
  39. Lee, H. S. and Lim, J. H., "Structural Equation Modeling with AMOS 22," Seoul: Jpyhyuntae, 2015.
  40. Lee, J. S., "The Development Process and Direction Suggestion of ERP (Enterprise Resource Planning)," Journal of Advanced Information Technology and Convergence, Vol. 6, No. 3, pp. 192-199, 2008.
  41. Lee, K. H., "Anthropology of Uncertainty," General Science, Vol. 11, pp. 261-268, 1994.
  42. Lewin, K., "Frontiers in Group Dynamics: Concept, Method and Reality in Social Science: Social Equilibria and Social Change," Human Relations, Vol. 1, pp. 5-41, 1947. https://doi.org/10.1177/001872674700100103
  43. Lin, H. F., "Understanding the Determinants of Electronic Supply Chain Management System Adoption: Using the Technology-Organization-Environment Framework," Technological Forecasting and Social Change, Vol. 86, No. 6, pp. 80-92, 2014. https://doi.org/10.1016/j.techfore.2013.09.001
  44. Mossholder, K. W., Bedeian, A. G. and Armenakis, A. A., "Group Process-Work Outcome Relationships," Academy of Management Journal, Vol. 25, No. 3, pp. 575-585, 1982. https://doi.org/10.2307/256081
  45. Moore, G. C. and Benbasat, I., "Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation," Information Systems Research, Vol. 2, No. 3, pp. 192-222, 1991. https://doi.org/10.1287/isre.2.3.192
  46. Nicolaou, A. I. and McKnight, D. H., "Perceived Information Quality in Data Exchanges: Effects on Risk, Trust, and Intention to Use," Information Systems Research, Vol. 17, No. 4, pp. 332-351, 2006. https://doi.org/10.1287/isre.1060.0103
  47. Norman, D. A., "The Psychology of Everyday Things," New York: Doubleday, 1988.
  48. Oliveira, T. and Martins, M. F., "Understanding E-business Adoption across Industries in European Countries," Industrial Management and Data Systems, Vol. 110, No. 9, pp. 1337-1354, 2010. https://doi.org/10.1108/02635571011087428
  49. Park J. G and Park, K. H., "A Mobile Office Support System," Journal of the Korea Industrial Information Systems Research, Vol. 15, No. 5, pp. 137-148, 2010.
  50. Pavlou, P. A. and El Sawy, O. A., "From IT Leveraging Competence to Competitive Advantage in Turbulent Environments: The Case of New Product Development," Information Systems Research, Vol. 17, No. 3, pp. 198-227, 2006. https://doi.org/10.1287/isre.1060.0094
  51. Pavlou, P. A. and El Sawy, O. A., "The "Third Hand": IT-enabled Competitive Advantage in Turbulence through Improvisational Capabilities," Information Systems Research, Vol. 21, No. 3, pp. 443-471, 2010. https://doi.org/10.1287/isre.1100.0280
  52. Porter, L. W. and Lawler, E. E., "Managerial Attitudes and Performance," Homewood, IL: Dorsey Press, 1968.
  53. Qin, R. and Nembhard, D. A., "Workforce Agility for Stochastically Diffused Conditions -A Real Options Perspective-," International Journal of Production Economics, Vol. 125, No. 2, pp. 324-334, 2010. https://doi.org/10.1016/j.ijpe.2010.01.006
  54. Roberts, N. and Grover, V., "Investigating Firm's Customer Agility and Firm Performance: The Importance of Aligning Sense and Respond Capabilities," Journal of Business Research, Vol. 65, No. 5, pp. 579-585, 2012. https://doi.org/10.1016/j.jbusres.2011.02.009
  55. Rogers, E. M., "Diffusion of Innovation," New York: The Free Press, 1962.
  56. Sambamurthy, V., Bharadwaj, A. and Grover, V., "Shaping Agility through Digital Options: Reconceptualizing the Role of Information Technology in Contemporary Firms," MIS Quarterly, Vol. 27, No. 2, pp. 237-263, 2003. https://doi.org/10.2307/30036530
  57. Sherehiy, B., Karwowski, W. and Layer, J. K., "A Review of Enterprise Agility: Concepts, Frameworks, and Attributes," International Journal of Industrial Ergonomics, Vol. 37, No. 5, pp. 445-460, 2007. https://doi.org/10.1016/j.ergon.2007.01.007
  58. Shin, J. S., Song, S. H. and Ryoo, K. M., "A Study of Ego-Resilience's Effect on Service Agility, Corporate Image and Corporate Performance: Focusing on the Five-Star Hotels in Seoul Metropolitan Area," Korea Tourism Research Association, Vol. 28, No. 9, pp. 137-148, 2014.
  59. Shin, J. S., Song S. H. and Ryoo, K. M., "The Effect of Passion for Accomplishment on Service Agility, Service Commitment and Emotional Labor of Hotel Employees," International Journal of Tourism and Hospitality Research, Vol. 29, No. 2, pp. 159-171, 2015.
  60. Singh, J., "Performance Productivity and Quality of Frontline Employees in Service Organizations," Journal of Marketing, Vol. 64, No. 2, pp. 15-34, 2000. https://doi.org/10.1509/jmkg.64.2.15.17998
  61. Sommerville, I., "Software Engineering (9th Ed)," Boston, MA: Addison Wesley, 2011.
  62. Stalk, G., "Time -The Next Source of Competitive Advantage-," Harvard Business Review, Vol. 66, No. 4, pp. 41-51, 1988.
  63. Suh, C. J. and Yoon, Y. S., "The Effect of Employee Satisfaction on Service Quality according to Leadership and Followership in MOT," Journal of the Korean Production and Operations Management Society, Vol. 17, No. 1, pp. 55-91, 2006.
  64. Teece, D. J., "Explicating Dynamic Capabilities: The Nature and Microfoundations of (Sustainable) Enterprise Performance," Strategic Management Journal, Vol. 28, No. 13, pp. 1319-1350, 2007. https://doi.org/10.1002/smj.640
  65. Thong, J. Y. L. and Yap, C. S., "CEO Characteristics, Organizational Characteristics and Information Technology Adoption in Small Businesses," Omega, Vol. 23, No. 4, pp. 429-442, 1995. https://doi.org/10.1016/0305-0483(95)00017-I
  66. Tornatzky, L. G. and Fleischer, M., "The Processes of Technological Innovation," Lexington, MA: Lexington Books, 1990.
  67. Tornatzky, L. G. and Klein, K., "Innovation Characteristics and Innovation Adoption-Implementation: A Meta-Analysis of Findings," IEEE Transactions on Engineering Management, Vol. 29, No. 1, pp. 28-45, 1982.
  68. Venkatesh, V., Morris, M. G., Davis, G. B. and Davis, F. D., "User Acceptance of Information Technology: Toward a Unified View," MIS Quarterly, Vol. 27, No. 3, pp. 425-478, 2003. https://doi.org/10.2307/30036540
  69. Wang, E. T. and Wei, H. L., "Interorganizational Governance Value Creation: Coordinating for Information Visibility and Flexibility in Supply Chains," Decision Sciences, Vol. 38, No. 4, pp. 647-674, 2007. https://doi.org/10.1111/j.1540-5915.2007.00173.x
  70. Wang, Y. M., Wang, Y. S. and Yang, Y. F., "Understanding the Determinants of RFID Adoption in the Manufacturing Industry," Technological Forecasting and Social Change, Vol. 77, No. 5, pp. 803-815, 2010. https://doi.org/10.1016/j.techfore.2010.03.006
  71. Wasserstoff, M. and Bentley, R., "Supporting Cooperation through Customization: The Tviews Approach," Computer Supported Cooperative Work, Vol. 6, No. 4, pp. 305-325, 1997. https://doi.org/10.1023/A:1008669529630
  72. Withey, M., Daft, R. L. and Cooper, W. H. "An Empirical Assessment and a New Scale," The Academy of Management Journal, Vol. 26, No. 1, pp. 45-63, 1982. https://doi.org/10.2307/256134
  73. Woo, H. R., "Impacts of Organizational and Individual Readiness for Organizational Change on Change Implementation and Outcome," Journal of Agricultural Education and Human Resource Development, Vol. 46, No. 4, pp. 141-168, 2014. https://doi.org/10.23840/agehrd.2014.46.4.141
  74. Wu, I. L. and Chiu, M. L., "Organizational Applications of IT Innovation and Firm's Competitive Performance: A Resource-Based View and the Innovation Diffusion Approach," Journal of Engineering and Technology Management, Vol. 35, No. 5, pp. 25-44, 2015. https://doi.org/10.1016/j.jengtecman.2014.09.002
  75. Wu, X. and Subramaniam, C., "New Understanding of RFID Adoption and Infusion in Retail Supply Chain," Hawaii International Conference on System Sciences, Vol. 42, pp. 1-10, 2009.
  76. Yang, Z., Sun, J., Zhang, Y. and Wang, Y., "Understanding SaaS Adoption from the Perspective of Organizational Users: A Tripod Readiness Model," Computers in Human Behavior, Vol. 45, pp. 254-264, 2015. https://doi.org/10.1016/j.chb.2014.12.022
  77. Yap, C. K., "Symbolic Treatment of Geometric Degeneracies," Journal of Symbolic Computation, Vol. 10, No. 3-4, pp. 349-370, 1990. https://doi.org/10.1016/S0747-7171(08)80069-7
  78. Yoon, T. E. and George, J. F. "Why aren't Organizations Adopting Virtual Worlds?" Computers in Human Behavior, Vol. 29, No. 3, pp. 772-790, 2013. https://doi.org/10.1016/j.chb.2012.12.003
  79. Zammuto, R. F., Griffith, T. L., Majchrzak, A., Dougherty, D. J. and Faraj, S., "Information Technology and the Changing Fabric of Organization," Organization Science, Vol. 18, No. 5, pp. 749-762, 2007. https://doi.org/10.1287/orsc.1070.0307
  80. Carlo, J. L., Lyytinen, K. and Boland, R. J. Jr. "Dialectics of Collective Minding: Contradictory Appropriations of Information Technology in a High-Risk Project" MIS Quarterly, Vol. 36, No. 4, pp. 1081-1108, 2012.
  81. Ju, K. J. and Yoo, S. J., "The Effects of Servicescape and Information Technology on Service Encounter Job Satisfaction, Affective Commitment and Service Performance: Focused on Nursing Services," Journal of the Korea Industrial Information Systems Research, Vol. 17, No. 5, pp. 75-88, 2012. https://doi.org/10.9723/jksiis.2012.17.5.075
  82. Lee, S. S., "An Empirical Study of Agile Manufacturing and its Business Performance: Focusing on Antecedents of Agility," Journal of the Korea Industrial Information Systems Research, Vol. 20, No. 1, pp. 103-112, 2015. https://doi.org/10.9723/JKSIIS.2015.20.1.103