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- Validation of the ISS-QUAL and the role of gender, age and education on it service quality in the public sectorPublication . Marchiori, Danilo Magno; Mainardes, Emerson Wagner; Rodrigues, RicardoPublic organizations have invested heavily in information technology (IT) and have created internal specialized IT services departments which must be managed from the perspective of the provision of services. The people involved in these organizations can be grouped by demographic characteristics such as gender, age and level of formal education. Thus, the study has two objectives. The first is to test, in the context of the public sector, the validity of the ISS-QUAL, a new scale developed to measure the IT service quality provided by internal IT departments. The second objective is to analyze the role of the variables of gender, age and the level of education of public servants on the perception of IT service quality provided by internal departments. For this purpose, we used structural equation modeling to perform a confirmatory factorial analysis with a sample of 879 IT users, as well as to identify the role of gender, age and level of users’ formal education on perceived service quality. The results confirm the validity and the high explanatory power of the ISS-QUAL within the scope of public organizations, and indicate that the demographic characteristics of public servants differentially affect service quality factors. The study presents the implications of the results for researchers in the field and for managers of internal IT departments in the public sector.
- Do Individual Characteristics Influence the Types of Technostress Reported by Workers?Publication . Marchiori, Danilo Magno; Mainardes, Emerson Wagner; Rodrigues, RicardoBased on the perspective that the diversity of the workforce has implications for attitudes and behaviors at the individual and group levels, this article examines the role of individual differences related to gender, age, formal education, and length of professional experience in the levels of stress caused by the use of information technology (IT) in the daily activities of workers. This phenomenon, termed in the literature as technostress, is studied by identifying and measuring the factors that create technostress (the technostress creator factors: techno-uncertainty, techno-invasion, techno-overload, and techno- complexity). The technostress phenomenon is related to the most varied types of disorders in workers and losses in organizations, such as fatigue, dissatisfaction, anxiety, and reduced productivity. To achieve the goal of this research, we applied structural equation models in a sample of 927 questionnaires completed by 14 different Brazilian public institutions that were distributed among all regions of the country and that were strongly dependent on IT for their main business processes. The results indicate that workers’ demographic characteristics relate to one another differently and specifically with the various forms of manifestation of technostress. More precisely, older workers or those with longer professional experience reported greater difficulties with the increase of technological complexity for the execution of tasks (techno-complexity). Women reported being subject to higher levels of techno- complexity and techno-uncertainty, while men indicated feeling greater effects from techno-overload and techno-invasion. We did not detect differences related to the levels of formal education of workers. This study presents the implications of the results for theory and for the everyday life of modern organizations that are increasingly dependent on the use of IT.