Design decisions in workflow management and quality of work

Waal, Benny M. E. De; Batenburg, Ronald

doi:10.1504/ijiscm.2008.026711

Cited by 1 publication

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“…WFM systems are specifically designed to automate work and processes, by steering and determine the activities to perform. This inevitably will have influence on the quality of work (De Waal and Batenburg, 2008;Holden et al, 2011;Morris and Venkatesh, 2010;Ngai et al, 2005;Poelmans, 2002;Wilkin, 2007;WilsonEvered and Härtel, 2009;Zur Muehlen, 2004). For these reasons we focus on how user satisfaction has an impact on one's perceived quality of work, not IS/IT use.…”

Section: Theoretical Perspectivesmentioning

confidence: 99%

Do individual characteristics matter? The quality of work during the implementation of a workflow management system in a Dutch social insurance company

Waal

Breman

Batenburg

2012

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ABSTRACT:Do individual characteristics influence how the quality of work is related to the use of a workflow management system (WFM) in a Dutch social insurance organisation? This key question is addressed in this paper. Building upon DeLone and McLean's model, we investigated the effects of gender, age, education, system experience and computer skills on the relationship between the level of user satisfaction with a WFM system and the perceived quality of work. The expected effects of individual characteristics were tested using survey data collected from 143 end users of a large Dutch social insurance organisation that recently deployed a WFM system. The results of the regression analysis show that: 1 user satisfaction has a positive relationship with quality of work 2 age has a significant moderating influence on the perceived quality of work 3 gender and system experience have no moderating effects 4 education and system computer skills (as individual characteristics) had a degree of moderating effects. These results imply that it is valuable to focus on older employees when deploying information technology as WFM systems, i.e., by improving their computer skills in particular.Waal, B.M.E. de, Breman, P., Batenburg, R. Do individual characteristics matter? The quality of work during the implementation of a workflow management system in a Dutch social insurance company. International Journal of Business Information Systems: 2012, 11(1), 1-21 This is a NIVEL certified Post Print, more info at http://www.nivel.euReference to this paper should be made as follows: De Waal, B.M.E., Breman, P. and Batenburg, R. (2012) 'Do individual characteristics matter? The quality of work during the implementation of a workflow management system in a Dutch social insurance company', Int.

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