QUALITATIVE INVESTIGATION OF TAM
4
Customer Loyalty, Satisfaction, and Engagement ................................................................................66
Situation to Communication Tradition .......................................................................................... 76
Theoretical Framework ................................................................................................................. 79
Related Literature ......................................................................................................................... 81
Summary ....................................................................................................................................... 82
Chapter 3: Methodology ................................................................................................................ 83
Method Appropriateness ............................................................................................................... 84
Design Appropriateness ................................................................................................................. 84
Research Method and Design ......................................................................................................... 86
Research Questions.................................................................................................................................86
Setting ...................................................................................................................................................... 87
Participants ................................................................................................................................... 87
Procedures ..................................................................................................................................... 89
Researcher’s Role .......................................................................................................................... 90
Reflexivity ...................................................................................................................................... 91
Data Collection .............................................................................................................................. 92
Data Analysis ................................................................................................................................. 93
Coding .....................................................................................................................................................94
Trustworthiness ............................................................................................................................. 95
Credibility ................................................................................................................................................95
Dependability and Confirmability ..........................................................................................................95
Transferability ......................................................................................................................................... 96
Ethical Considerations ................................................................................................................... 96
Summary ....................................................................................................................................... 97
Chapter 4: Results ......................................................................................................................... 99
Overview ..................................................................................................................................................99
Data Collection and Analysis ...............................................................................................................100
Participant Profiles ...............................................................................................................................102
Findings ................................................................................................................................................121
Adoption Success and Familiarity ........................................................................................... 124
Employee Resistance .............................................................................................................. 125
Pre-adoption Approaches ....................................................................................................... 126
RQ1 Findings: Benefits and Organizational Performance ......................................................... 128
Powered by FlippingBook