End User Support Usage

Author:

Munkvold Robin1

Affiliation:

1. Nord-Trondelag University College, Norway

Abstract

This study explores how different end user qualities affect actual use of support sources in organizations. It identifies three qualities: information technology-skills; computer self-efficacy; information technology (IT) -involvement. Sources of support are divided in: formal sources of support; informal sources of support; use of internal documentation and use of external documentation. Hypotheses are tested empirically through a cross sectional study in a large Norwegian organization. The results show end user qualities in varying degree may affect the end users’ choice of different support sources. The study also shows access to a computer expert and giving collegial support might be important factors for explaining the variation in the end users’ choices of support services.

Publisher

IGI Global

Cited by 2 articles. 订阅此论文施引文献 订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献

1. GIS Initiatives in Health Management in Malawi: Opportunities to Share Knowledge;Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering;2017-10-10

2. End-user support for primary care electronic medical records: a qualitative case study of users’ needs, expectations, and realities;Health Systems;2013-11

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