Consumerization-conflict resolution and changing IT-user relationships. Issue 1 (21st May 2019)

• Record Type: Journal Article
• Authors: Koch, Hope; Yan, Jie (Kevin); Curry, Patrick
• Is Part Of: Information technology & people. Volume 33:Issue 1(2020)
• Page Start: 251
• Page End: 271
• Publication Date: 2019-05-21
• Subjects: Case study -- Conflict management styles -- Business value of IT -- IT function; Information technology -- Periodicals; Management information systems -- Periodicals; Human-computer interaction -- Periodicals; 004
• DOI: 10.1108/ITP-11-2017-0411
• Languages: English
• ISSNs: 0959-3845

Abstract

Abstract : Purpose: The purpose of this paper is to understand how the digital workplace, in particular employees using consumer tools at work (users), impacts how internal IT departments function and their relationships with users they have historically supported. Design/methodology/approach: An interpretive, longitudinal case study highlighting how one IT department coped with the conflicts using consumer tools at work creates a trend called IT consumerization. Findings: Internal IT departments manage the conflicts IT consumerization poses through an ongoing process of conflict and conflict resolution. This impacts the IT department's relationship with users along three dimensions: IT-control, user-self-sufficiency and IT-user partnerships. Originality/value: While there is an ongoing debate about internal IT departments needing to change, the study shows how one IT department did change in response to IT consumerization. The authors develop a data-driven model grounded in theories that explains how IT departments cope with the conflicts IT consumerization poses.