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The Impact of Web Portal Characteristics, Expectancies, and Negative Word of Mouth on Perceived Institutional Support and Organizational Citizenship Behavior

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 organizations 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.
Date10 January 2006
CreatorsAlston, Oran
ContributorsDennis Galletta, PhD, Jimmie Joseph, PhD, Lawrence Feick, PhD, Laurie Kirsch, PhD, Audrey Murrell, PhD
PublisherUniversity of Pittsburgh
Source SetsUniversity of Pittsburgh
Detected LanguageEnglish
Rightsunrestricted, I hereby certify that, if appropriate, I have obtained and attached hereto a written permission statement from the owner(s) of each third party copyrighted matter to be included in my thesis, dissertation, or project report, allowing distribution as specified below. I certify that the version I submitted is the same as that approved by my advisory committee. I hereby grant to University of Pittsburgh or its agents the non-exclusive license to archive and make accessible, under the conditions specified below, my thesis, dissertation, or project report in whole or in part in all forms of media, now or hereafter known. I retain all other ownership rights to the copyright of the thesis, dissertation or project report. I also retain the right to use in future works (such as articles or books) all or part of this thesis, dissertation, or project report.

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