Technology use and performance: A field study of broker workstations
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 privateclient 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.
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There is a powerful correlation between intention to perform a behavior and actual behavior.
“Several studies in the past have confirmed the powerful correlation between intention to perform a behavior and actual behavior (Dabholkar & Bagozzi, 2002; Lucas & Spitler, 1999; Vijayasarathy, 2004).”
From Mobile shopping apps adoption and perceived risks: A cross-country perspective utilizing the Unified Theory of Acceptance and Use of Technology (2018) · cites this paper as Lucas & Spitler, 1999
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- Authors
- Lucas, H. C., & Spitler, V. K.
- Affiliations
- New York University (US)
- ORCID
- Lucas, Henry C.
- Venue
- Decision Sciences
- Publisher
- Wiley
- Published
- 1999-03
- Volume
- 30
- Issue
- 2
- Pages
- 291-311
- ISSN
- 0011-7315 (ISSN-L)
- 1540-5915
- OpenAlex
- W2119184665
- Cited by
- 561
- References
- 5
- Citations by year
- 2026: 3 · 2025: 4 · 2024: 8 · 2023: 11 · 2022: 18 · 2021: 20 · 2020: 21 · 2019: 19 · 2018: 27 · 2017: 14 · 2016: 27 · 2015: 30 · 2014: 24 · 2013: 31 · 2012: 25
- FWCI
- 27.68
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Decision Sciences (publishedVersion)
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Sociology and Political Science › Information Systems Theories and Implementation
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Keywords
- technology acceptance model, social norms, user performance, investment banking, sales assistants, job requirements, perceived ease of use, perceived usefulness
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