Information technology change,work complexity and service jobs: a contingent perspective |
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| Authors: | Janet H Marler Xiaoya Liang |
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| Institution: | 1. School of Business at the University at Albany, State University of New York;2. Department of Business Administration at the Fudan University, Shanghai, China |
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| Abstract: | We examine the contingent impact of implementing an enterprise‐wide information technology system (Enterprise Resource Planning) on perceptions of work complexity in clerical, technical and managerial service sector jobs. Using matched and control samples of employee survey data, we compare pre‐ and post‐intervention perceptions of work complexity and importance of analytical skills across three hierarchical job levels: clerical, technical and managerial. We find that employees in clerical jobs, at the lowest level in the hierarchy, experience a significant increase in work complexity and need for analytical skills, whereas those in technical and managerial service jobs do not. Implications for theory, management of technology and employment policy are discussed. |
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| Keywords: | technological change work complexity enterprise resource planning technological determinism sociomateriality service work technology use management of technology |
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