The importance of learning style in end-user training
MIS Quarterly
Explaining the role of user participation in information system use
Management Science
Social influence and end-user training
Communications of the ACM
International Journal of Human-Computer Studies
Power, politics, and MIS implementation
Communications of the ACM
Information technology and economic performance: A critical review of the empirical evidence
ACM Computing Surveys (CSUR)
On-line trust: concepts, evolving themes, a model
International Journal of Human-Computer Studies - Special issue: Trust and technology
Building Effective Online Marketplaces with Institution-Based Trust
Information Systems Research
A Theoretical Integration of User Satisfaction and Technology Acceptance
Information Systems Research
Testing the determinants of microcomputer usage via a structural equation model
Journal of Management Information Systems - Special section: Navigation in information-intensive environments
Consumer reactions to electronic shopping on the world wide web
International Journal of Electronic Commerce
Information and Management
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
The Journal of Strategic Information Systems
An Interdisciplinary Perspective on IT Services Management and Service Science
Journal of Management Information Systems
Adaptive learning in service operations
Decision Support Systems
User Satisfaction with Information Technology Service Delivery: A Social Capital Perspective
Information Systems Research
International Journal of Business Information Systems
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The importance of building relationships with customers and trust in the services provider is well documented in the marketing literature. Conceptually, we extend this logic to the context of internal information technology (IT) services operations through the notion of the service delivery chain. The purpose of the study is to examine how key service mechanisms in operational IT implementation are related to employee perceptions of actual system benefits and trust in the IT services provider. We report on a study with 380 employees of 14 bank affiliates that were recently acquired by a bank holding company. The focus of the study is on postimplementation trust rather than preimplementation or initial trust, and the service provider is viewed as the object of trust rather than the technology. Our findings suggest that training, trial, and social influence are key service mechanisms an IT services provider can use to stimulate trust in the IT services provider and the realization of system benefits.