EMPLOYEE SELF‐SERVICE TECHNOLOGY ACCEPTANCE: A COMPARISON OF PRE‐IMPLEMENTATION AND POST‐IMPLEMENTATION RELATIONSHIPS

Implementation of employee self‐service (ESS) technology presents a variety of challenges for organizations as they strive to maximize return on investment and change management. Using a research framework grounded in the theory of planned behavior, this study examines factors that enhance user acceptance of ESS technology both before and after implementation. Results suggest that employees are more likely to intend to use ESS technology when they have positive attitudes toward using it and when subjective norms in the organization support use of the technology. Perceived organizational support (POS) enhanced the effect of managerial pressure on perceptions of normative beliefs supporting use of the technology post‐implementation. Implications of the research and future research directions are discussed.