Decision Sciences Journal
Volume 30, Number 2
Spring 1999
Technology Use and Performance: A Field Study of Broker Workstations
Henry C. Lucas, Jr. and V.K. Spitler
Stern School of Business, New York University, 44 West Fourth
Street, New York, NY 10012, hlucas@stern.nyu.edu,
vspitler@stern.nyu.edu
ABSTRACT
Organizations invest in technology with the expectation that
it will contribute to performance, and members of the organization
must use technology for it to make a contribution. For this reason,
it is important for managers and designers to understand and
predict system use. This paper develops a model of workstation
use in a field setting where the use of the system is an integral
part of the user’s job. The model is based on the Technology
Acceptance Model (TAM), which we extended to include social norms,
user performance, and two control variables. Brokers and sales
assistants in the private-client group of a major investment
bank provided data to test our extended model. The core perception
variables in TAM do not predict use in this study. Social norms
and one’s job requirements are more important in predicting
use than workers’ perceptions about ease of use and usefulness.
The paper discusses the implications of these findings and suggests
directions for future research.
Subject Areas: Field Study, IS Implementation, Performance,
Survey Research, and Technology Acceptance Model. |