Ronnie Jia

Factorial validity of problematic Internet use scales

There exists a number of multidimensional measurement scales for problematic Internet use (PIU) with varying factor structures. This study reviews the factor analytic techniques used to develop these measures and discusses their implications for the factorial validity, particularly discriminant validity, of these PIU scales. To further illustrate these points, we reformulate the four-factor Online Cognition Scale into a more parsimonious two-factor measure (i.e., dependency and distraction) and demonstrate its factorial validity as well as robustness across student and working adult samples. Contributions of this research are discussed.

Cyberloafing and Personality The Impact of the Big Five Traits and Workplace Situational Factors

The current study sought to expand prior research on cyberloafing by considering the impact of personality, as well as some previously unexplored situational factors. Specifically, we examined the impact of the Big Five personality factors, as well as the presence of an Internet usage policy and perceived work meaningfulness, on the amount of employee cyberloafing. Hierarchical regression analyses found that, controlling for gender and age, conscientiousness, emotional stability, and the presence of an Internet usage policy were all negatively related with cyberloafing whereas extroversion had a significant, positive relationship with cyberloafing. Implications of these findings for research and managerial practices are discussed.

IT service climate, antecedents and IT service quality outcomes: Some initial evidence

Although many IT service management frameworks exist, we still have limited theoretical understanding of IT service quality within a broader nomological network. Building on recent conceptual work on the IT service climate construct, this study empirically establishes it as a predictor of IT service quality using survey data from both IT units and their clients. Also examined was a set of antecedents which provide a foundation upon which a favorable service climate can be built. The IT service climate instrument, when incorporated into employee feedback initiatives, can provide guidance to IT executives about practices to improve service quality.

IT Service Climate: An Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality

Although client satisfaction surveys can assess client satisfaction with IT service quality, they cannot easily be used to pinpoint how internal IT behaviors influence client satisfaction and prescribe solutions. This research fills the gap by introducing a concept— IT Service Climate—and a validated ten-item instrument that significantly explained client ratings of IT service quality. We recommend this measure as an effective diagnostic tool for managers aiming to improve quality and client satisfaction.

Maybe you should blame your parents: Parental attachment, gender, and problematic Internet use

Background and aims Prior research has generally established parental attachment as a predictor of problematic Internet use (PIU). However, findings across studies are inconsistent as to which factor(s) of attachment style (i.e., attachment anxiety and attachment avoidance) contributes to PIU. Another gap in the literature is that as most studies highlight the importance of maternal (over paternal) attachment security in inhibiting PIU, little research has examined the possibility of a gender difference, where maternal and paternal attachment securities may exert different influences on males and females. Methods An anonymous survey was completed by 243 undergraduate students in a public university in the U.S. Midwest. In addition to demographic information, the survey contained measurement scales to assess PIU and parental attachment (both maternal and paternal). Results Survey data show that (a) attachment anxiety, but not attachment avoidance, is significantly related to PIU and (b) gender significantly moderates this relationship, where paternal attachment anxiety leads to PIU in female students while maternal attachment anxiety contributes to PIU in male students. Conclusions This study deepens our understanding in the relationship between family upbringing, particularly parental attachment, and PIU. More specifically, attachment anxiety is found to be a significant predictor of PIU, but attachment avoidance is not. Also, contributing to the research literature is the finding of a significant gender effect in this relationship.

Service climate in knowledge-intensive, internal service settings

Purpose This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This extension was important because internal knowledge workers may operate from a monopolistic perspective and not view themselves as service providers because of the technical/professional nature of their work. Design/methodology/approach Two surveys were distributed in participating organizations. One survey, completed by employees in information technology (IT) service units, contains measures of service climate, climate antecedents and technical competence. The second survey, filled out by members of their corporate customer units, taps their evaluations of service quality. Findings Service climate in IT service units significantly predicted service evaluations by their respective customer units. Importantly, service climate was more predictive than IT service employees’ technical competency. Role ambiguity, empowerment and work facilitation were also found to be significant service climate antecedents. Research limitations/implications These results provided strong empirical evidence supporting an extension of the existing service climate research to KII service settings. To the extent that front-line service employees rely on internal support to deliver quality service to external customers, managers should work to enhance the service climate in internal support units, which ultimately improves external service quality. Originality/value This is the first study that establishes the robustness of the service climate construct in KII service settings. It makes service climate a useful managerial tool for improving both internal and external service quality.