Dissertation Information for Jane Wallace NAME: - Jane Wallace
DEGREE:
- Ph.D.
DISCIPLINE:
- Library and Information Science
SCHOOL:
- Rutgers University (USA) (1996)
ADVISORS: - Ronald Rice
COMMITTEE MEMBERS: - Joy Kaiser Moll - Lea Stewart - Carol Kuhlthau
MPACT Status: Fully Complete
Title: An investigation of agency control in expert-nonexpert information exchange: The case of computer experts and users
Abstract: An agency relationship occurs when a principal seeks services from an agent. If the agent possesses technical expertise that the principal lacks, a situation of information asymmetry occurs. The agent can potentially control this interaction.
The agency relationship that is investigated in this study is an instructional interaction between a computer expert and a computer user in an organizational context.
Nine public sector agencies were studied from the Mid-Atlantic region. The unit of analysis was the project, and fifty-one projects were collected over a nine-month period.
This study operationalizes the agency relationship between the computer expert and user in the Technical Assistance Process Model. This model hypothesizes that the convergence of the initial expert and user attitudes of usefulness and proficiency pertaining to the skill in question will be related to the influence tactics chosen by the expert and perceived by the user, to the change in user usefulness and proficiency, and to user satisfaction with the interaction. This model was not supported by the data.
Scale development of the influence tactics demonstrated that the experts chose ingratiating, control, or aggressive tactics. The users perceived that the experts used tactics of obligation and ingratiation. Tactics of rationality were not chosen by the expert or perceived by the user.
Qualitative results revealed that the computer experts endeavored to keep the users productive and limited the amount of information imparted to users. Comments from users showed that users were complimentary of the experts.
The agency relationship depicted in this data was controlled by the agent, yet it was successful. The user was satisfied and achieved a significant increase in proficiency as a result of the interaction with the expert. The control or power exhibited by the expert was ignored.
Future research should investigate agency control in relationships of longer duration and in different organizational settings.
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MPACT Scores for Jane Wallace A = 0
C = 0
A+C = 0
T = 0
G = 0
W = 0
TD = 0
TA = 0
calculated 2008-01-31 06:10:33
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