ICIS '91 Proceedings of the twelfth international conference on Information systems
Issues and opinion on structural equation modeling
MIS Quarterly
Quality management in systems development: an organizational system perspective
MIS Quarterly - Special issue on Intensive research in information systems: using qualitative, interpretive, and case methods to study information technology—third installment
The Nature and Determinants of IT Acceptance, Routinization, and Infusion
Proceedings of the IFIP TC8 Working Conference on Diffusion, Transfer and Implementation of Information Technology
Information Systems Research
The Assimilation of Knowledge Platforms in Organizations: An Empirical Investigation
Organization Science
Assessing the Validity of IS Success Models: An Empirical Testand Theoretical Analysis
Information Systems Research
Learning to Use ERP Technology: A Causal Model
HICSS '03 Proceedings of the 36th Annual Hawaii International Conference on System Sciences (HICSS'03) - Track 8 - Volume 8
A Theoretical Integration of User Satisfaction and Technology Acceptance
Information Systems Research
Using Enterprise Architecture Standards in Managing Information Technology
Journal of Management Information Systems
Impact of Information Technology Management Practices on Customer Service
Journal of Management Information Systems
Learning to Implement Enterprise Systems: An Exploratory Study of the Dialectics of Change
Journal of Management Information Systems
Journal of Management Information Systems
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
Journal of Management Information Systems
The Impact of ERP Implementation on Business Process Outcomes: A Factor-Based Study
Journal of Management Information Systems
The Role of User Participation in Information Systems Development: Implications from a Meta-Analysis
Journal of Management Information Systems
An Empirical Investigation on End-Users' Acceptance of Enterprise Systems
Information Resources Management Journal
Journal of Management Information Systems
How do competitive environments moderate CRM value?
Decision Support Systems
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How can firms extract value from already-implemented information technologies (IT) that support the work processes of employees? One approach is to stimulate employees to engage in post-adoptive extended use, i.e., to learn and apply more of the available functions of the implemented technologies to support their work. Such learning behavior of extending functions in use is ingrained in a process by which users make sense of the technologies in the context of their work system. This study draws on sensemaking theory to develop a model to understand the antecedents, contingencies, and consequences of customer service employees' extended use of customer relationship management (CRM) technologies. The model is tested using multisource longitudinal data collected through a field study of one of the world's largest telecommunications service providers. Our results suggest that employees engage in post-adoptive sensemaking at two levels: technology and work system. We found that sensemaking at both of these levels impacts the extended use of CRM technologies. Employees' sensemaking at the technology level is influenced by employees' assessment of technology quality, whereas employees' sensemaking at the work system level is influenced by customers' assessment of service quality. Moreover, in the case of low technology quality and low service quality, specific mechanisms for employee feedback should be conceptualized and aligned at two levels: through employee participation at the technology level and through work system coordination at the work system level. Such alignment can mitigate the undesirable effect of low technology quality and low service quality, thereby facilitating extended use. Importantly, we found that extended use amplifies employees' service capacity, leading to better objective performance. Put together, our findings highlight the critical role of employees' sensemaking about the implemented technologies in promoting their extended use of IT and improving their work performance. This paper was accepted by Sandra Slaughter, information systems.