Service Orientation of Information Technology Professionals: The Effect of Personal and Environmental Factors

The roles of information technology (IT) professionals have expanded from technical staff into service providers. However, IT professionals are usually better trained in dealing with computers instead of how to interact with human being. The attitude and behavior of IT professionals’ service orientation, that is the ability of service employees to help their customers, affects the service quality of information system as well as IT projects. This study is to identify the personal and environmental factors affecting service orientation in IT service provision. Results showed that IT professional’s work locus of control, which is the personal factor, and organizational service climate, which is the environment factor significantly affect IT professionals’ service orientation attitudes and behaviors. Theoretical and practical implications of this study are to be discussed in the conference.

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