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

Alston, Oran (2006) The Impact of Web Portal Characteristics, Expectancies, and Negative Word of Mouth on Perceived Institutional Supportand Organizational Citizenship Behavior. Doctoral Dissertation, University of Pittsburgh. (Unpublished)

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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 organization's 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.


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Item Type: University of Pittsburgh ETD
Status: Unpublished
CreatorsEmailPitt UsernameORCID
ETD Committee:
TitleMemberEmail AddressPitt UsernameORCID
Committee ChairGalletta, Dennisgalletta@katz.pitt.eduGALLETTA
Committee CoChairMurrell,
Committee MemberJoseph,
Committee MemberKirsch,
Committee MemberFeick, Lawrencefeick@katz.pitt.eduFEICK
Date: 10 January 2006
Date Type: Completion
Defense Date: 26 September 2005
Approval Date: 10 January 2006
Submission Date: 31 December 2005
Access Restriction: No restriction; Release the ETD for access worldwide immediately.
Institution: University of Pittsburgh
Schools and Programs: Joseph M. Katz Graduate School of Business > Business Administration
Degree: PhD - Doctor of Philosophy
Thesis Type: Doctoral Dissertation
Refereed: Yes
Uncontrolled Keywords: Effort Expectancy; information Technology perceptions; IT Beleifs; Negative Word-of-Mouth; Organizational Citizenship Behavior; Organizational Support Theory; partial least squares; Perceived Usefulness; Percieved Organizational Support; Performance Expectancy; Web Portal Perceptions
Other ID:, etd-12312005-211911
Date Deposited: 10 Nov 2011 20:12
Last Modified: 15 Nov 2016 13:55


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