Advanced SearchSearch Tips
The Effects of Information Systems Quality on the Performance of Emotional Labors : Focused on the Airline Call Centers
facebook(new window)  Pirnt(new window) E-mail(new window) Excel Download
 Title & Authors
The Effects of Information Systems Quality on the Performance of Emotional Labors : Focused on the Airline Call Centers
Park, Wonhee; Kim, Shinkon; Kim, Changkyu;
  PDF(new window)
When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.
Airline Call Centers;Emotional Labors;Expectation-Confirmation;Information Systems Quality;Self-Efficacy;Task-Technology Fit;
 Cited by
Delone, William H., and Ephraim R. McLean. "The DeLone and McLean model of information systems success: a ten-year update." Journal of management information systems 19.4 (2003): 9-30.

Oliver, R. L. , A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, Journal of Marketing Research, 17(4), 460-469. (1980) DOI: crossref(new window)

LaRocco, J. M., House, J. S., & French Jr, J. R. . Social support, occupational stress, and health. Journal of health and Social Behavior, 21, 202-218. (1980) DOI: crossref(new window)

Wilcox, R. R. A review of the beta-binomial model and its extensions. Journal of Educational and Behavioral Statistics, 6(1), 3-32. (1981) DOI: crossref(new window)

Dean, A., Kolody, B. & Wood, P. Effect of social support from various sources on depression in elderly persons. Journal of Health and Social Behavior, 31(2), 148-161. (1990) DOI: crossref(new window)

Goodhue, D. L. Understanding user evaluations of information systems. Management Science, 41(12), 1827-1844. (1995) DOI: crossref(new window)

Szajna, Bernadette, and Richard W. Scamell. "The effects of information system user expectations on their performance and perceptions." Mis Quarterly (1993): 493-516. DOI: crossref(new window)

Hsu, Meng-Hsiang, and Chao-Min Chiu. "Internet self-efficacy and electronic service acceptance." Decision support systems 38.3 (2004): 369-381. DOI: crossref(new window)

Bandura, Albert. "Self-efficacy: toward a unifying theory of behavioral change." Psychological review 84.2 (1977): 191-215. DOI: crossref(new window)

Benbow, C. P. Sex-related differences in precocious mathematical reasoning ability: Not illusory, not easily explained. Behavioral and Brain Sciences, 11(2), 217-232. (1988) DOI: crossref(new window)

Greenglass, E. R., & Burke, R. J. Work and family precursors of burnout in teachers: Sex differences. Sex Roles, 18(3-4), 215-229. (1988) DOI: crossref(new window)

Friedman, I. A. Burnout in teachers: Shattered dreams of impeccable professional performance. Journal of Clinical Psychology, 56(5), 595-606. (2000) DOI: 56:5%3C595::AID-JCLP2%3E3.0.CO;2-Q crossref(new window)

Suh, K., Kim, S., & Lee, J. End-user's disconfirmed expectations and the success of information systems. Information Resources Management Journal (IRMJ), 7(4), 30-39. (1994) DOI: crossref(new window)

Thong, J. Y., Hong, S. J., & Tam, K. Y. The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human-Computer Studies, 64(9), 799-810. (2006) DOI: crossref(new window)

Roca, J. C., Chiu, C. M., & Martinez, F. J. Understanding e-learning continuance intention: An extension of the Technology Acceptance Model. International Journal of Human-Computer Studies, 64(8), 683-696. (2006). DOI: crossref(new window)

Johnson, R. D., & Marakas, G. M. (2000). Research report: the role of behavioral modeling in computer skills acquisition: toward refinement of the model. Information Systems Research, 11(4), 402-417. DOI: crossref(new window)

Straker-Banks, A. The relationship among teachers who field dependent of field independent in an online on their perceptions of computer self-efficacy, computer anxiety, and computer usefulness. New York University. (2002)

Nelson, R. R., Todd, P. A., & Wixom, B. H. Antecedents of information and system quality: an empirical examination within the context of data warehousing. Journal of Management Information Systems, 21(4), 199-235. (2005)

DeLone, W. H., & McLean, E. R. Information systems success: the quest for the dependent variable. Information Systems Research, 3(1), 60-95. (1992) DOI: crossref(new window)

Seddon, P. B. and Kiew, M.Y. "A Partial Test and Development of the DeLone and McLean Model of IS Success," Proceedings of the 15th International Conference on Information Systems, J.I. DeGross, S.L. Huff, and M.C. Munroe, Vancouver, Canada, 1994, pp.99-110

Pitt, L. F., Watson, R. T., & Kavan, C. B. Service quality: a measure of information systems effectiveness. MIS quarterly, 19(2), 173-187. (1995) DOI: crossref(new window)

Kettinger, W.J., and Lee, C.C. "Perceived Service Quality and User Satisfaction with the Information Services Function," Decision Sciences. vol. 25, no. 6: pp. 737-766. (1994) DOI: crossref(new window)

Kettinger, W. J., & Lee, C. C. Pragmatic perspectives on the measurement of information systems service quality. MIS quarterly, 21(2), 223-240. (1997). DOI: crossref(new window)

Goodhue, D. L., & Thompson, R. L. Task-technology fit and individual performance. MIS quarterly, 19(2), 213-236. (1995) DOI: crossref(new window)

Dishaw, M. T & Strong, D. M. Extending the technology acceptance model with task-technology fit constructs, Information and Management. 36(1), 9-21. (1999) DOI: crossref(new window)

Bhattacherjee, A. Understanding information systems continuance: an expectation-confirmation model. MIS quarterly, 25(3), 351-370. (2001) DOI: crossref(new window)

Hsu, N. C., Tsay, S. C., King, M. D., & Herman, J. R. Deep blue retrievals of Asian aerosol properties during ACE-Asia. Geoscience and Remote Sensing, IEEE Transactions on, 44(11), 3180-3195. (2006) DOI: crossref(new window)

Spreitzer, G. M. Psychological empowerment in the workplace: Dimensions, measurement, and validation. Academy of management Journal, 38(5), 1442-1465. (1995) DOI: crossref(new window)

Deng, X., Doll, W., & Truong, D. Computer self-efficacy in an ongoing use context. Behaviour & Information Technology, 23(6), 395-412. (2004). DOI: crossref(new window)

Kruml, S. M., & Geddes, D. Exploring the Dimensions of Emotional Labor The Heart of Hochschild's Work. Management communication quarterly, 14(1), 8-49. (2000) DOI: crossref(new window)

Werts, C. E., Linn, R. L., & Joreskog, K. G. Intraclass reliability estimates: testing structural assumptions. Educational and Psychological measurement, 34(1), 25-33. (1974) DOI: crossref(new window)

Srite, M., & Karahanna, E. The role of espoused national cultural values in technology acceptance. MIS quarterly, 30(3), 679-704. (2006)

Barclay, Donald, Christopher Higgins, and Ronald Thompson "The partial least squares (PLS) approach to causal modeling: personal computer adoption and use as an illustration." Technology studies 2.2 : 285-309. (1995)

Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational statistics & data analysis, 48(1), 159-205. DOI: crossref(new window)

Falk, R. F., & Miller, N. B. A primer for soft modeling. University of Akron Press. (1992)

Cohen J., Statistical Power Analysis for the Behavioral Sciences, 2nd (ed.) Hillsdale, New Jersey: Erlbaum, 1988.

Patnayakuni, R., Rai, A., & Seth, N. Relational antecedents of information flow integration for supply chain coordination. Journal of Management Information Systems, 23(1), 13-49. (2006) DOI:

Rai, A., R. Patnayakuni, N. Patnayakuni. Firm performance impacts of digitally enabled supply chain integration capabilities. MIS Quart. 30(2) 225-246. (2006)

DeLone, W.H., and McLean, E.R. "Information Systems Success Revisited," in: Proceedings of the 35th Hawaii International Conference on System Sciences (HICSS 02). Big Island, Hawaii: pp. 238-249. (2002) DOI: crossref(new window)

Seddon, P. B. A respecification and extension of the DeLone and McLean model of IS success. Information systems research, 8(3), 240-253. (1997) DOI: crossref(new window)