Understanding post‐adoption IS usage stages: an empirical assessment of self‐service information systems
Authors: Saeed, Khawaja Asjad; Abdinnour, Sue
Journal: Information Systems Journal (2013)
DOI: 10.1111/j.1365-2575.2011.00389.x
<jats:title>Abstract</jats:title><jats:p>Organisations have invested in self‐service information systems (IS) to provide a direct interface for service delivery. Enriching the usage of these systems can provide organisations with immense benefits. However, limited research has been directed towards understanding post‐adoption IS usage behaviour in general and specifically in the context of self‐service IS. This study proposes post‐adoption IS usage behaviour as a broader concept constituting feature level usage of IS, integration of IS in the work system and exploration of new uses of IS. We evaluate how the new conceptualisation can be used to classify users at different stages of self‐service IS usage. Further, we examine user perceptions that differentiate among the users situated at different self‐service IS usage stages. Data were collected in the context of a self‐service Web‐based IS to validate the post‐adoption IS usage constructs and to examine the proposed thesis. The newly developed conceptual structure and measures for post‐adoption IS usage behaviour exhibit strong psychometric properties. The analysis shows three distinct post‐adoption IS usage stages and highlights…