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IT-based Knowledge, Adaptive Behavior and Service Performance Improvement

Received: 26 July 2021     Accepted: 13 August 2021     Published: 24 August 2021
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Abstract

The continuing investment in IT applications in business operations by enterprises worldwide has generated interest and research among the academia pertaining to whether and how IT applications can enhance employees work performance. Within such a context, it is the objective of this paper to hypothesize and illustrate how service employees can utilize the IT-based knowledge to improve their service performance and achieve customer satisfaction. A model is developed based upon the literature of categorization and adaptive behavior, conceptualizing a IT-knowledge driven process in which employees categorize customers and adapt to them by modifying service delivery and customizing service options. Five hypotheses are thus proposed within the theoretical framework of this model to justify the causal relationship in-between IT-knowledge and service performance, mediated by employees’ adaptive behavior. It is argued in this paper that IT-based knowledge enables employees to assign the prospective customers to customers categories so as to anticipate their expectations and preferences. Accordingly, employees adjust their interpersonal behavior in their interactions with customers and customize service options to customers’ preferences. With the introduction of IT-based knowledge as an antecedent to adaptive behavior, this paper enriches the extant literature in IT support for employees performance and offers new insight to business management when motivating their service employees to elevate the level of customer satisfaction with the service quality.

Published in International Journal of Intelligent Information Systems (Volume 10, Issue 4)
DOI 10.11648/j.ijiis.20211004.12
Page(s) 44-49
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2021. Published by Science Publishing Group

Keywords

IT-based Knowledge, Service Performance, Adaptive Behavior, Categorization

References
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Cite This Article
  • APA Style

    Zhuo Peng, Yu Wang. (2021). IT-based Knowledge, Adaptive Behavior and Service Performance Improvement. International Journal of Intelligent Information Systems, 10(4), 44-49. https://doi.org/10.11648/j.ijiis.20211004.12

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    ACS Style

    Zhuo Peng; Yu Wang. IT-based Knowledge, Adaptive Behavior and Service Performance Improvement. Int. J. Intell. Inf. Syst. 2021, 10(4), 44-49. doi: 10.11648/j.ijiis.20211004.12

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    AMA Style

    Zhuo Peng, Yu Wang. IT-based Knowledge, Adaptive Behavior and Service Performance Improvement. Int J Intell Inf Syst. 2021;10(4):44-49. doi: 10.11648/j.ijiis.20211004.12

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  • @article{10.11648/j.ijiis.20211004.12,
      author = {Zhuo Peng and Yu Wang},
      title = {IT-based Knowledge, Adaptive Behavior and Service Performance Improvement},
      journal = {International Journal of Intelligent Information Systems},
      volume = {10},
      number = {4},
      pages = {44-49},
      doi = {10.11648/j.ijiis.20211004.12},
      url = {https://doi.org/10.11648/j.ijiis.20211004.12},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijiis.20211004.12},
      abstract = {The continuing investment in IT applications in business operations by enterprises worldwide has generated interest and research among the academia pertaining to whether and how IT applications can enhance employees work performance. Within such a context, it is the objective of this paper to hypothesize and illustrate how service employees can utilize the IT-based knowledge to improve their service performance and achieve customer satisfaction. A model is developed based upon the literature of categorization and adaptive behavior, conceptualizing a IT-knowledge driven process in which employees categorize customers and adapt to them by modifying service delivery and customizing service options. Five hypotheses are thus proposed within the theoretical framework of this model to justify the causal relationship in-between IT-knowledge and service performance, mediated by employees’ adaptive behavior. It is argued in this paper that IT-based knowledge enables employees to assign the prospective customers to customers categories so as to anticipate their expectations and preferences. Accordingly, employees adjust their interpersonal behavior in their interactions with customers and customize service options to customers’ preferences. With the introduction of IT-based knowledge as an antecedent to adaptive behavior, this paper enriches the extant literature in IT support for employees performance and offers new insight to business management when motivating their service employees to elevate the level of customer satisfaction with the service quality.},
     year = {2021}
    }
    

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    T1  - IT-based Knowledge, Adaptive Behavior and Service Performance Improvement
    AU  - Zhuo Peng
    AU  - Yu Wang
    Y1  - 2021/08/24
    PY  - 2021
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    T2  - International Journal of Intelligent Information Systems
    JF  - International Journal of Intelligent Information Systems
    JO  - International Journal of Intelligent Information Systems
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    PB  - Science Publishing Group
    SN  - 2328-7683
    UR  - https://doi.org/10.11648/j.ijiis.20211004.12
    AB  - The continuing investment in IT applications in business operations by enterprises worldwide has generated interest and research among the academia pertaining to whether and how IT applications can enhance employees work performance. Within such a context, it is the objective of this paper to hypothesize and illustrate how service employees can utilize the IT-based knowledge to improve their service performance and achieve customer satisfaction. A model is developed based upon the literature of categorization and adaptive behavior, conceptualizing a IT-knowledge driven process in which employees categorize customers and adapt to them by modifying service delivery and customizing service options. Five hypotheses are thus proposed within the theoretical framework of this model to justify the causal relationship in-between IT-knowledge and service performance, mediated by employees’ adaptive behavior. It is argued in this paper that IT-based knowledge enables employees to assign the prospective customers to customers categories so as to anticipate their expectations and preferences. Accordingly, employees adjust their interpersonal behavior in their interactions with customers and customize service options to customers’ preferences. With the introduction of IT-based knowledge as an antecedent to adaptive behavior, this paper enriches the extant literature in IT support for employees performance and offers new insight to business management when motivating their service employees to elevate the level of customer satisfaction with the service quality.
    VL  - 10
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Author Information
  • School of Economics, Shenzhen Polytechnic, Shenzhen, China

  • School of Economics, Shenzhen Polytechnic, Shenzhen, China

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