Ristimäki T., Leino T., Huuhtanen P.
Finnish Institute of Occupational Health
The implementation of information technology (IT) is a process in which organizational, social and technological aspects interact. It is widely recognized that successful implementation of information technology must take into account not only the technical aspects, but also the organizational and social factors involved in the implementation ( Zauchner et al. 1997). Eason 1996). For example, it has been found that participation in the implementation process has positive effects on strain and job satisfaction ( Zauchner et al. 1997). Other organizational and social factors are, for example, the practices of organizational planning, the management of change, leadership, interaction, communication, training and IT support.
In this paper the implementation of information technology is analyzed in two call centers of a bank, which provide a variety of banking services by telephone to customers. It is important to emphasize that call center work is extremely intensive, using the latest information and telecommunication technologies. In addition, the number of call centers is continuously rising. ( Richardson and Marshall 1996).
This study aims to analyze some of the organizational and social factors during the implementation process of a new information system (IS) in call center work.
This paper is part of a longitudinal study "Mastery of technological changes in financial firms in the information society". The study is being carried out in 1997 - 2000 in three units of a nationwide bank (n=169) and five units of a