More than providing ‘solutions’: towards an understanding of customer‐oriented citizenship behaviours of IS professionals
Authors: Deng, Xuefei (Nancy); Wang, Tawei; Galliers, Robert D.
Journal: Information Systems Journal (2015)
DOI: 10.1111/isj.12051
<jats:title>Abstract</jats:title><jats:p>Information systems (IS) support in organizations has undergone dramatic changes over the years. IS professionals in the support function have become an important knowledge source to colleagues who seek assistance with their IS usage. Our understanding of IS professionals' customer‐oriented behaviours is limited, however. Focusing on IS post‐implementation support and drawing upon organizational citizenship behaviour (OCB) theory, this paper seeks to understand IS professionals' citizenship behaviours in supporting colleagues. Our analysis of 630 support tasks performed by IS professionals with regard to two systems at three periods reveals five types of customer‐oriented OCB: anticipation, education, justification, personalization‐technology and personalization‐business. Our results also show different associations between four contextual factors of IS support (i.e. system, user, task and problem) and the OCBs. In instances of user deficiency, more personalization‐business and anticipation OCBs were observed across all the four problem domains (functionality, data, workflow and role). By contrast, in instances of system deficiency, more pe…