Technological capacitation in customer service work: a sociotechnical approach

This research effort seeks to extend current understanding within the sociotechnical perspective. It investigates the inter-relationship between various aspects of both individual and technology roles in the workplace. A main focus of research is the notion of technological capacitation, the support employees derive from the use of IT systems. An analysis of survey data on the work environment of customer service representatives (CSRs) is undertaken. The study adopts a direct measure of self-assessed user performance, the customer satisfaction ability of CSRs. The findings indicate that technological capacitation is positively correlated with customer satisfaction ability. Role clarity, preparation, and supervisory support are found to be positively correlated with technological capacitation. Role conflict however, displays a negative correlation with technological capacitation. Autonomy, motivation, and influence over technology deployment are all found to be positively correlated with technological capacitation. Technology capacitation is also related positively with the userfriendliness and flexibility of technology, as well as the utility of technology performance-monitoring. However, it appears to be unrelated to independence from technology, creativity, and role involvement. The flexibility of technology and the utility of technology performance-monitoring also demonstrate positive correlations with customer satisfaction ability. Customer satisfaction ability, however, is found to be unrelated to the user-friendliness of technology. The results of this study thus highlight the coherence required between aspects of individual and technology roles for effective individual performance in the workplace.