Unifying the fragmented models of information systems implementation
Critical issues in information systems research
A structural model of end user computing satisfaction and user performance
Information and Management
IS project team performance: an empirical assessment
Information and Management
Dimensions of information systems success
Information systems success measurement
Utilization and user satisfaction in end-user computing: a task contingent model
Information Resources Management Journal
The impact of IS Department organizational environments upon project team performances
Information and Management
Assessing the Validity of IS Success Models: An Empirical Testand Theoretical Analysis
Information Systems Research
A taxonomy of players and activities across the ERP project life cycle
Information and Management
A research manifesto for services science
Communications of the ACM - Services science
Modeling and Optimization Problems in Contact Centers
QEST '06 Proceedings of the 3rd international conference on the Quantitative Evaluation of Systems
A comparison of Magal's service quality instrument with SERVPERF
Information and Management
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
Assessing the impact of internet agent on end users' performance
Decision Support Systems
Expert Systems with Applications: An International Journal
Electronic Commerce Research and Applications
User satisfaction with Web-based DSS: The role of cognitive antecedents
International Journal of Information Management: The Journal for Information Professionals
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Information systems-assisted customer service delivery has emerged as a strategic imperative that is increasingly tied to information systems resources, organizational capabilities, and work environment in organizational information systems management. Despite the potential of information systems, extensive diversity exists in the task performance within organizations which provokes the factors of psychological traits that affect performance. Drawing upon information systems success literature-contextual theories of organizational creativity, and behavioral and human psychology in an organizational environment-this paper develops a model to assess user performance in an organizational IS in providing customer services. Here, hypotheses have been developed in regard to the interaction of system satisfaction and organizational work environments with the user's psychological traits and how these interactions influence their performance. The model has been tested using survey data collected from a total of 314 respondents, regarding the users of a call center information system employed in a large organization. Results from the partial least squares analyses support the proposed model and highlight the important role of psychological traits in mediating the effect of systems, and organizational environment on performance. The findings also shed new light on the technological and organizational factors associated with the user performance. The implications of the findings for research and practice are discussed.