The Impact of Web Portal Characteristics

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

By Oran Alston BBA Howard University MS Temple University

Submitted to the Graduate Faculty of The Joseph M. Katz Graduate School of Business of The University of Pittsburgh in partial fulfillment of the requirements of the degree of Doctor of Philosophy

The University of Pittsburgh 2005

UMI Number: 3206752

Copyright 2005 by Alston, Oran All rights reserved.

UMI Microform 3206752 Copyright 2006 by ProQuest Information and Learning Company. All rights reserved. This microform edition is protected against unauthorized copying under Title 17, United States Code.

ProQuest Information and Learning Company 300 North Zeeb Road P.O. Box 1346 Ann Arbor, MI 48106-1346

DISSERTATION COMMITTEE

Dennis Galletta, PhD, Co-Chair Katz Graduate School of Business The University of Pittsburgh Audrey Murrell, PhD, Co-Chair Katz Graduate School of Business The University of Pittsburgh

Laurie Kirsch, PhD Katz Graduate School of Business The University of Pittsburgh Lawrence Feick, PhD Katz Graduate School of Business The University of Pittsburgh Jimmie Joseph, PhD College of Business Administration University of Texas, El Paso

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© Copyright by Oran Alston, PhD 2005

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The Impact of Web Portal Characteristics, Expectancies, and Negative Word of Mouth on Perceived Institutional Support and Organizational Citizenship Behavior Oran Alston, PhD The Katz Graduate School of Business The University of Pittsburgh, 2005

ABSTRACT
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 workrelated 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.

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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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ACKNOWLEDGEMENTS There are so many people who have supported me through this process,...
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