Type of Document Dissertation Author Alston, Oran Author's Email Address o_alston@yahoo.com URN etd-12312005-211911 Title The Impact of Web Portal Characteristics, Expectancies, and Negative Word of Mouth on Perceived Institutional Support and Organizational Citizenship Behavior Degree Doctor of Philosophy Program Business Administration School Joseph M. Katz Graduate School of Business Advisory Committee
Advisor Name Title Dennis Galletta, PhD Committee Chair Audrey Murrell, PhD Committee Co-Chair Jimmie Joseph, PhD Committee Member Laurie Kirsch, PhD Committee Member Lawrence Feick, PhD Committee Member Keywords
- IT Beleifs
- partial least squares
- Performance Expectancy
- Organizational Citizenship Behavior
- Percieved Organizational Support
- Effort Expectancy
- Organizational Support Theory
- Negative Word-of-Mouth
- Web Portal Perceptions
- information Technology perceptions
- Perceived Usefulness
Date of Defense 2005-09-26 Availability unrestricted Abstract An organization's web portal is designed to support and represent the organization to key stakeholders both inside and outside of the organization. In terms of those inside the company, the web portal can be an important source of information and can contain work-related tools that help members to be more effective in their roles within the firm. Interestingly, management may not recognize all of the consequences of how the website/portal is perceived by employees. As an agent of the organization, the perceived usefulness and relevance of organizational technology can affect the degree to which members believe they are valued by the organization. This dissertation takes a first step in identifying how key perceptions of an organization’s website/portal, in terms of effort and performance expectancies, can impact institutional support outcomes and perceptions of institutional support by members of the organization. This study also examines the moderating role of social influences, in this case negative word of mouth (WOM), and its moderating effect on the impact of IT perceptions on organizational perceptions.
Using organizational support theory (OST) as a foundation, this dissertation predicts that two IT beliefs, effort expectancy (EE) and performance expectancy (PE), will influence how an organizational member perceives how he/she is valued by the organization measured through perceived institutional support (PIS). This study also predicts that negative WOM will moderate the impact of PE and EE on PIS, and that PIS will significantly influence the organizational outcome of organizational citizenship behavior (OCB) intentions. Using both regression analysis and partial least squares (PLS) analysis, this study shows that PE significantly impacts PIS. The study also shows that PIS strongly predicts OCB intentions and that PIS mediates the relationship of IT belief PE and PIS to OCB intentions.
The findings suggest that IT beliefs have critical outcomes other than technology behavioral intentions and technology usage. IT beliefs have an impact on how members perceive they are valued by the organization. Furthermore, the findings show that IT beliefs can impact OCB, which represent behavioral intentions toward the organization.
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