Understanding IT professional innovative work behavior in the workplace : a sequential mixed-methods design

In response to the pandemic, business leaders are increasingly investing in technology to enhance work processes. However, there is a gap in understanding how innovative work behavior (IWB) can facilitate this digital transformation and improve Information Technology (IT) helpdesk services. This study, guided by social exchange theory, explores the dimensions of IWB for IT helpdesk support staff using a mixed method design. Through a sequential exploratory approach, combining qualitative literature review and in-depth interviews, coupled with a quantitative survey of 440 IT staff, this study validates and establishes the reliability of an IWB measurement scale. Our results reveal eight dimensions of IWB: opportunity exploration, idea sharing, idea generation, idea implementation, idea organization, idea learning, idea promotion, and idea realization. These dimensions constitute a valid and reliable scale that organizations can utilize for self-assessment and employee development, as well as for identifying policy-related barriers to innovative work behaviors within the company.