Employee Self-Service Technology and Performance: the Role of Learning Transfer and Involvement

Abstract

Self-service technologies (SSTs) enable individuals to be independent and act at their own pace in their own time in consuming services that would ordinarily require delivery through a human resource. One emerging trend in SSTs is the implementation of such technologies to support individual training and learning, thus adapting to individuals' needs and pace. We leverage the DeLone and McLean IS Success Model to better understand how the characteristics of SSTs may facilitate individual learning transfer and enhance individual performance. We explore this phenomenon by conducting a multilevel field study involving 182 employees and 39 managers in 39 retail stores.

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Cite this paper

@inproceedings{Cappetta2015EmployeeST, title={Employee Self-Service Technology and Performance: the Role of Learning Transfer and Involvement}, author={Rossella Cappetta and Likoebe M. Maruping and Joshua Madden and Massimo Magni}, booktitle={ICIS}, year={2015} }