The Impact of Computerized Performance Monitoring on Service Work: Testing a Causal Model.

Author List: Grant, Rebecca A.; Higgins, Chris A.;
Information Systems Research, 1991, Volume 2, Issue 2, Page 116-142.
This research examined the impact of Computerized Performance Monitoring and Control Systems (CPMCSs) on service workers and their perceptions of work. Drawing on a thermostat model of control systems, the work built a causal model of CPMCS impact. The model demonstrated how four monitor design dimensions (tasks measured, frequency of measurement, object of monitoring, and recipient of the monitor data) affected the importance employees placed on production and service. Other constructs in the model included employees' acceptance of quantitative measures, computer appropriateness, computer accuracy, and employer's production and service messages. Using a holdback sample, an initial and revised model were tested on responses from 1,498 workers in 51 Canadian service sector organizations. Both versions of the model exhibited good explanatory power. The research led to three important conclusions. First, monitoring may not increase production. Even if it does, it need not reduce the importance of service. Second, studying monitors as multidimensional systems demonstrates that various monitor features can be altered to change the impact. Third, the credibility of the computer is a factor in the monitor's impact.
Keywords: computerized performance monitoring;worker surveillance;IS impact service productivity;IS research
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#67 0.293 production manufacturing marketing information performance systems level impact plant model monitor does strategies 500 unit present fortune integrated sales plants
#108 0.170 model research data results study using theoretical influence findings theory support implications test collected tested based empirical empirically context paper
#146 0.097 work people workers environment monitoring performance organizations needs physical useful number personal balance perceptions create computer-based technological technologies investigation achievement
#40 0.079 increased increase number response emergency monitoring warning study reduce messages using reduced decreased reduction decrease act sessions cost good key
#263 0.079 instrument measurement factor analysis measuring measures dimensions validity based instruments construct measure conceptualization sample reliability development develop responses assess use
#211 0.065 service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers
#289 0.057 qualitative methods quantitative approaches approach selection analysis criteria used mixed methodological aspects recent selecting combining known conclusions included article appropriateness