IT-based Knowledge, Adaptive Behavior and Service Performance Improvement

Zhuo Peng; Yu Wang

doi:doi:10.11648/j.ijiis.20211004.12

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IT-based Knowledge, Adaptive Behavior and Service Performance Improvement

Zhuo Peng, Yu Wang

Published in International Journal of Intelligent Information Systems (Volume 10, Issue 4)

Received: 26 July 2021 Accepted: 13 August 2021 Published: 24 August 2021

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Abstract

The continuing investment in IT applications in business operations by enterprises worldwide has generated interest and research among the academia pertaining to whether and how IT applications can enhance employees work performance. Within such a context, it is the objective of this paper to hypothesize and illustrate how service employees can utilize the IT-based knowledge to improve their service performance and achieve customer satisfaction. A model is developed based upon the literature of categorization and adaptive behavior, conceptualizing a IT-knowledge driven process in which employees categorize customers and adapt to them by modifying service delivery and customizing service options. Five hypotheses are thus proposed within the theoretical framework of this model to justify the causal relationship in-between IT-knowledge and service performance, mediated by employees’ adaptive behavior. It is argued in this paper that IT-based knowledge enables employees to assign the prospective customers to customers categories so as to anticipate their expectations and preferences. Accordingly, employees adjust their interpersonal behavior in their interactions with customers and customize service options to customers’ preferences. With the introduction of IT-based knowledge as an antecedent to adaptive behavior, this paper enriches the extant literature in IT support for employees performance and offers new insight to business management when motivating their service employees to elevate the level of customer satisfaction with the service quality.

Published in	International Journal of Intelligent Information Systems (Volume 10, Issue 4)
DOI	10.11648/j.ijiis.20211004.12
Page(s)	44-49
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2021. Published by Science Publishing Group

Keywords

IT-based Knowledge, Service Performance, Adaptive Behavior, Categorization

References

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APA Style

Zhuo Peng, Yu Wang. (2021). IT-based Knowledge, Adaptive Behavior and Service Performance Improvement. International Journal of Intelligent Information Systems, 10(4), 44-49. https://doi.org/10.11648/j.ijiis.20211004.12

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ACS Style

Zhuo Peng; Yu Wang. IT-based Knowledge, Adaptive Behavior and Service Performance Improvement. Int. J. Intell. Inf. Syst. 2021, 10(4), 44-49. doi: 10.11648/j.ijiis.20211004.12

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AMA Style

Zhuo Peng, Yu Wang. IT-based Knowledge, Adaptive Behavior and Service Performance Improvement. Int J Intell Inf Syst. 2021;10(4):44-49. doi: 10.11648/j.ijiis.20211004.12

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@article{10.11648/j.ijiis.20211004.12,
  author = {Zhuo Peng and Yu Wang},
  title = {IT-based Knowledge, Adaptive Behavior and Service Performance Improvement},
  journal = {International Journal of Intelligent Information Systems},
  volume = {10},
  number = {4},
  pages = {44-49},
  doi = {10.11648/j.ijiis.20211004.12},
  url = {https://doi.org/10.11648/j.ijiis.20211004.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijiis.20211004.12},
  abstract = {The continuing investment in IT applications in business operations by enterprises worldwide has generated interest and research among the academia pertaining to whether and how IT applications can enhance employees work performance. Within such a context, it is the objective of this paper to hypothesize and illustrate how service employees can utilize the IT-based knowledge to improve their service performance and achieve customer satisfaction. A model is developed based upon the literature of categorization and adaptive behavior, conceptualizing a IT-knowledge driven process in which employees categorize customers and adapt to them by modifying service delivery and customizing service options. Five hypotheses are thus proposed within the theoretical framework of this model to justify the causal relationship in-between IT-knowledge and service performance, mediated by employees’ adaptive behavior. It is argued in this paper that IT-based knowledge enables employees to assign the prospective customers to customers categories so as to anticipate their expectations and preferences. Accordingly, employees adjust their interpersonal behavior in their interactions with customers and customize service options to customers’ preferences. With the introduction of IT-based knowledge as an antecedent to adaptive behavior, this paper enriches the extant literature in IT support for employees performance and offers new insight to business management when motivating their service employees to elevate the level of customer satisfaction with the service quality.},
 year = {2021}
}

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TY  - JOUR
T1  - IT-based Knowledge, Adaptive Behavior and Service Performance Improvement
AU  - Zhuo Peng
AU  - Yu Wang
Y1  - 2021/08/24
PY  - 2021
N1  - https://doi.org/10.11648/j.ijiis.20211004.12
DO  - 10.11648/j.ijiis.20211004.12
T2  - International Journal of Intelligent Information Systems
JF  - International Journal of Intelligent Information Systems
JO  - International Journal of Intelligent Information Systems
SP  - 44
EP  - 49
PB  - Science Publishing Group
SN  - 2328-7683
UR  - https://doi.org/10.11648/j.ijiis.20211004.12
AB  - The continuing investment in IT applications in business operations by enterprises worldwide has generated interest and research among the academia pertaining to whether and how IT applications can enhance employees work performance. Within such a context, it is the objective of this paper to hypothesize and illustrate how service employees can utilize the IT-based knowledge to improve their service performance and achieve customer satisfaction. A model is developed based upon the literature of categorization and adaptive behavior, conceptualizing a IT-knowledge driven process in which employees categorize customers and adapt to them by modifying service delivery and customizing service options. Five hypotheses are thus proposed within the theoretical framework of this model to justify the causal relationship in-between IT-knowledge and service performance, mediated by employees’ adaptive behavior. It is argued in this paper that IT-based knowledge enables employees to assign the prospective customers to customers categories so as to anticipate their expectations and preferences. Accordingly, employees adjust their interpersonal behavior in their interactions with customers and customize service options to customers’ preferences. With the introduction of IT-based knowledge as an antecedent to adaptive behavior, this paper enriches the extant literature in IT support for employees performance and offers new insight to business management when motivating their service employees to elevate the level of customer satisfaction with the service quality.
VL  - 10
IS  - 4
ER  -

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Author Information

Zhuo Peng

School of Economics, Shenzhen Polytechnic, Shenzhen, China
Yu Wang

School of Economics, Shenzhen Polytechnic, Shenzhen, China

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APA Style

Zhuo Peng, Yu Wang. (2021). IT-based Knowledge, Adaptive Behavior and Service Performance Improvement. International Journal of Intelligent Information Systems, 10(4), 44-49. https://doi.org/10.11648/j.ijiis.20211004.12

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ACS Style

Zhuo Peng; Yu Wang. IT-based Knowledge, Adaptive Behavior and Service Performance Improvement. Int. J. Intell. Inf. Syst. 2021, 10(4), 44-49. doi: 10.11648/j.ijiis.20211004.12

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AMA Style

Zhuo Peng, Yu Wang. IT-based Knowledge, Adaptive Behavior and Service Performance Improvement. Int J Intell Inf Syst. 2021;10(4):44-49. doi: 10.11648/j.ijiis.20211004.12

Copy | Download

@article{10.11648/j.ijiis.20211004.12,
  author = {Zhuo Peng and Yu Wang},
  title = {IT-based Knowledge, Adaptive Behavior and Service Performance Improvement},
  journal = {International Journal of Intelligent Information Systems},
  volume = {10},
  number = {4},
  pages = {44-49},
  doi = {10.11648/j.ijiis.20211004.12},
  url = {https://doi.org/10.11648/j.ijiis.20211004.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijiis.20211004.12},
  abstract = {The continuing investment in IT applications in business operations by enterprises worldwide has generated interest and research among the academia pertaining to whether and how IT applications can enhance employees work performance. Within such a context, it is the objective of this paper to hypothesize and illustrate how service employees can utilize the IT-based knowledge to improve their service performance and achieve customer satisfaction. A model is developed based upon the literature of categorization and adaptive behavior, conceptualizing a IT-knowledge driven process in which employees categorize customers and adapt to them by modifying service delivery and customizing service options. Five hypotheses are thus proposed within the theoretical framework of this model to justify the causal relationship in-between IT-knowledge and service performance, mediated by employees’ adaptive behavior. It is argued in this paper that IT-based knowledge enables employees to assign the prospective customers to customers categories so as to anticipate their expectations and preferences. Accordingly, employees adjust their interpersonal behavior in their interactions with customers and customize service options to customers’ preferences. With the introduction of IT-based knowledge as an antecedent to adaptive behavior, this paper enriches the extant literature in IT support for employees performance and offers new insight to business management when motivating their service employees to elevate the level of customer satisfaction with the service quality.},
 year = {2021}
}

Copy | Download

TY  - JOUR
T1  - IT-based Knowledge, Adaptive Behavior and Service Performance Improvement
AU  - Zhuo Peng
AU  - Yu Wang
Y1  - 2021/08/24
PY  - 2021
N1  - https://doi.org/10.11648/j.ijiis.20211004.12
DO  - 10.11648/j.ijiis.20211004.12
T2  - International Journal of Intelligent Information Systems
JF  - International Journal of Intelligent Information Systems
JO  - International Journal of Intelligent Information Systems
SP  - 44
EP  - 49
PB  - Science Publishing Group
SN  - 2328-7683
UR  - https://doi.org/10.11648/j.ijiis.20211004.12
AB  - The continuing investment in IT applications in business operations by enterprises worldwide has generated interest and research among the academia pertaining to whether and how IT applications can enhance employees work performance. Within such a context, it is the objective of this paper to hypothesize and illustrate how service employees can utilize the IT-based knowledge to improve their service performance and achieve customer satisfaction. A model is developed based upon the literature of categorization and adaptive behavior, conceptualizing a IT-knowledge driven process in which employees categorize customers and adapt to them by modifying service delivery and customizing service options. Five hypotheses are thus proposed within the theoretical framework of this model to justify the causal relationship in-between IT-knowledge and service performance, mediated by employees’ adaptive behavior. It is argued in this paper that IT-based knowledge enables employees to assign the prospective customers to customers categories so as to anticipate their expectations and preferences. Accordingly, employees adjust their interpersonal behavior in their interactions with customers and customize service options to customers’ preferences. With the introduction of IT-based knowledge as an antecedent to adaptive behavior, this paper enriches the extant literature in IT support for employees performance and offers new insight to business management when motivating their service employees to elevate the level of customer satisfaction with the service quality.
VL  - 10
IS  - 4
ER  -

Copy | Download