Will the structure of your task influence your ability to adopt new IT?

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Up to 75% of the fortune 500 companies employ a kind of Shared Service Centers (SSCs). These SSCs are designed differently in comparison to regular business units, they are created to support and are designed to do so. However, very little research has been conducted on the organizational structure/design of SSCs. Alongside that, very little research has been conducted on IT adoption within SSCs. This is an important topic because SSCs are highly reliant on IT to keep functioning and to keep the IT up to date they have to adopt new IT. This research contributes to filling these gaps in literature by looking at the influence of organizational structures on IT adoption within SSCs. By addressing this topic, this research provides more knowledge on the effects of organizational structures within SSCs and the factors that influence IT adoption within SSCs. The research is a qualitative case study, conducted at Maandag and more specifically at the department Service Desk and Shared Service Center. Both these departments are examples of SSCs. The results of the research show that organizational structures influence all forms of regulatory capacity through the level of separation between operational and regulatory transformations. When the level of separation rises, all forms of regulatory capacity decrease. External regulatory capacity was found to influence IT adoption by influencing the ability to solve problems, which in turn influences the perceived quality of the IT system. The perceived quality of the IT is an important factor in IT adoption, because if the perceived quality of the IT is low, the employees will not be tempted to adopt the IT. Furthermore, external regulatory capacity influences the ability to give input in the development of IT, which influences the perceived usefulness of the system and thus the willingness to accept new IT. Key words: IT adoption, Organizational structures, Regulatory capacity, Shared service center, Sociotechnical design theory.
Faculteit der Managementwetenschappen