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End User Support Usage

End User Support Usage

Robin Munkvold
Copyright: © 2003 |Pages: 15
ISBN13: 9781931777520|ISBN10: 1931777527|EISBN13: 9781931777681
DOI: 10.4018/978-1-93177-752-0.ch009
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MLA

Munkvold, Robin. "End User Support Usage." Computing Information Technology: The Human Side, edited by Steven Gordon, IGI Global, 2003, pp. 146-160. https://doi.org/10.4018/978-1-93177-752-0.ch009

APA

Munkvold, R. (2003). End User Support Usage. In S. Gordon (Ed.), Computing Information Technology: The Human Side (pp. 146-160). IGI Global. https://doi.org/10.4018/978-1-93177-752-0.ch009

Chicago

Munkvold, Robin. "End User Support Usage." In Computing Information Technology: The Human Side, edited by Steven Gordon, 146-160. Hershey, PA: IGI Global, 2003. https://doi.org/10.4018/978-1-93177-752-0.ch009

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Abstract

This study explores how different end user qualities affect actual use of support sources in organizations. It identifies three qualities: information technology-skills; computer self-efficacy; information technology (IT) -involvement. Sources of support are divided in: formal sources of support; informal sources of support; use of internal documentation and use of external documentation. Hypotheses are tested empirically through a cross sectional study in a large Norwegian organization. The results show end user qualities in varying degree may affect the end users’ choice of different support sources. The study also shows access to a computer expert and giving collegial support might be important factors for explaining the variation in the end users’ choices of support services.

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