We conceptualize two distinct post-acceptance usage behaviors: (1) routine use (RTN) refers to the use of information system (IS) consistent with normal work processes and (2) innovative use (INV) means users’ applying system features in novel ways. While RTN helps integrate the implemented IS...

How can firms extract value from already-implemented information technologies (IT) that support the work processes of employees? One approach is to stimulate employees to engage in post-adoptive extended use,i.e., to learn and apply more of the available functions of the implemented technologies...

Although research has suggested that enterprise system (ES) implementations have major impacts on employee job characteristics and outcomes, there has been limited research that has examined the impacts of ES implementations on interpersonal relationships over time. Building on and extending...

We integrate control theory and the information systems (IS) project management literature using a multilevel lens to theorize the cross-level effects of technical IS project risk on individual developer outcomes—performance and psychological stress—and the mechanisms by which IS project...

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply...

While past research on software platform has recognized the existence of cross-side network effects (CNEs) between the application side and the user side, little is known about the asymmetry between the CNEs of the two sides on each other. Informed by a perspective of complex adaptive systems,...