Technology Acceptance, Organisational Change and Autonomous Motivation

244 Pages·2016·3.79 MB·English

by  Nicole Howard

Technology Acceptance, Organisational
Change and Autonomous Motivation:
Reducing the Crowding-out Effect in the
Non-Profit Sector

By

Nicole Howard
Master of Information and Communication Technology Management
(University of South Australia)

Submitted in fulfillment of the requirements for the degree of
Doctor of Philosophy, Physical Science

School of Engineering and ICT
Faculty of Science, Engineering and Technology
University of Tasmania

(October, 2016)
Table of Contents
Table of Contents ................................................................................................................................................i
List of Figures ...................................................................................................................................................iv
List of Tables ....................................................................................................................................................vi
List of Acronyms and Abbreviations ..............................................................................................................viii
Abstract .............................................................................................................................................................ix
Declaration .........................................................................................................................................................x
Statement of authority of access .......................................................................................................................xi
Statement of ethical conduct …........................................................................................................................xii
Acknowledgement ..........................................................................................................................................xiii
Sponsorship .....................................................................................................................................................xiv
Chapter 1. Introduction ............................................................................................................................... 1
1.1 Background ........................................................................................................................................ 2
1.1.1 Non-Profits Co-Accountability with Government Funders ....................................................... 2
1.1.2 Intrinsically Motivated Workforce ............................................................................................ 3
1.1.3 Technology Acceptance and Worker Motivation ...................................................................... 4
1.1.4 Motivation Crowding Theory .................................................................................................... 7
1.1.5 Industry Partner ......................................................................................................................... 9
1.2 Research Objective ............................................................................................................................ 9
1.2.1 Overview of Research Methodology ....................................................................................... 10
1.2.2 Contribution ............................................................................................................................. 10
1.2.3 Limitations ............................................................................................................................... 11
1.3 Thesis Overview .............................................................................................................................. 11
Chapter 2. The Non-Profit Sector and its Challenges ............................................................................... 14
2.1 The Non-Profit Sector ..................................................................................................................... 14
2.2 New Public Management and its Impact on NPOs ......................................................................... 18
2.3 NPOs’ Intrinsically Motivated Workforce ...................................................................................... 23
2.4 Chapter Summary ............................................................................................................................ 26
Chapter 3. Literature Review .................................................................................................................... 28
3.1 Introduction ..................................................................................................................................... 28
3.2 Technology Acceptance .................................................................................................................. 31
3.2.1 ICT Implementation: Innovation and Diffusion ...................................................................... 32
3.2.2 Defining Technology Acceptance ........................................................................................... 34
3.2.3 Technology Acceptance and Motivation ................................................................................. 37
3.3 Schools of Thought on Motivation: A Broad Review of the Literature .......................................... 40
3.3.1 Mechanistic Theories ............................................................................................................... 41
3.3.2 Cognitive Theories .................................................................................................................. 42
3.3.3 Organismic (Need) Theories ................................................................................................... 44
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3.4 Extrinsic and Intrinsic Motivation ................................................................................................... 49
3.5 Measuring Motivation ..................................................................................................................... 56
3.6 Motivation and Organisational Change ........................................................................................... 59
3.7 Technology Acceptance and Organisational Change ...................................................................... 60
3.8 Organisational Change .................................................................................................................... 62
3.8.1 Resistance to Change ............................................................................................................... 65
3.8.2 Previous Organisational Change Literature Reviews .............................................................. 66
3.8.3 Change Management ............................................................................................................... 67
3.8.4 Management Theories ............................................................................................................. 71
3.9 Chapter Summary ............................................................................................................................ 76
Chapter 4. Research Methodology ............................................................................................................ 79
4.1 Introduction ..................................................................................................................................... 79
4.2 Theory Development by Analysis and Induction ............................................................................ 80
4.3 Focusing the Research ..................................................................................................................... 82
4.4 Change Method ............................................................................................................................... 84
4.4.1 The Industry Partner ................................................................................................................ 84
4.4.2 The Pilot Project ...................................................................................................................... 85
4.5 Research Design .............................................................................................................................. 88
4.5.1 Mixed-Method ......................................................................................................................... 89
4.5.2 Soft Systems Methodology ...................................................................................................... 90
4.5.3 Theory Y .................................................................................................................................. 91
4.5.4 Motivation Crowding Theory .................................................................................................. 91
4.5.5 Action Research ....................................................................................................................... 93
4.5.6 Dual Cycle Action Research Approach ................................................................................... 95
4.5.7 Grounded Theory ..................................................................................................................... 98
4.6 Data Collection ................................................................................................................................ 99
4.7 Chapter Summary .......................................................................................................................... 100
Chapter 5. Empirical Investigation: Action Research Phase One ........................................................... 102
5.1 Introduction ................................................................................................................................... 102
5.2 The Problem Situation ................................................................................................................... 102
5.3 Planning ......................................................................................................................................... 103
5.4 Action and Data Collection ........................................................................................................... 105
5.5 Observations and Reflection .......................................................................................................... 110
5.6 Discussion ...................................................................................................................................... 117
5.7 Chapter Summary .......................................................................................................................... 120
Chapter 6. Empirical Investigation – Action Research Phase Two......................................................... 121
6.1 Introduction ................................................................................................................................... 121
6.2 Problem Situation .......................................................................................................................... 122
6.3 Planned Interventions .................................................................................................................... 124
6.4 Action and Data Collection ........................................................................................................... 129
6.5 Observations and Reflection – Major Factors ............................................................................... 131
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6.5.1 Leadership Support ................................................................................................................ 132
6.5.2 Project Management – Scope; Time and Quality .................................................................. 134
6.5.3 Project Management – Human Resources ............................................................................. 137
6.5.4 Communication – Quality and Relevance ............................................................................. 139
6.5.5 Communication – Participation and Consultation ................................................................. 140
6.6 Observations and Reflections – Minor Factors ............................................................................. 141
6.6.1 Other Organisational Changes ............................................................................................... 141
6.6.2 ICT Systems and Ease of Use ................................................................................................ 142
6.7 Resulting Behaviours ..................................................................................................................... 143
6.8 Discussion ...................................................................................................................................... 144
6.9 Chapter Summary .......................................................................................................................... 145
Chapter 7. Empirical Investigation – Action Research Phase Three....................................................... 147
7.1 Introduction ................................................................................................................................... 147
7.2 Problem Situation .......................................................................................................................... 148
7.3 Planning ......................................................................................................................................... 151
7.4 Action ............................................................................................................................................ 152
7.4.1 Action Research – Data Collection........................................................................................ 152
7.4.2 Survey – Data Collection ....................................................................................................... 153
7.5 Observations and Reflection .......................................................................................................... 157
7.5.1 Action Research Results ........................................................................................................ 157
7.5.2 Survey Results ....................................................................................................................... 162
7.5.3 Survey Findings Discussion .................................................................................................. 170
7.6 Chapter Summary .......................................................................................................................... 172
Chapter 8. Conclusions ........................................................................................................................... 174
8.1 Summary ........................................................................................................................................ 174
8.2 Findings ......................................................................................................................................... 175
8.3 Discussion ...................................................................................................................................... 177
8.3.1 Mixed Method ....................................................................................................................... 178
8.3.2 Integration of Findings .......................................................................................................... 178
8.4 Contributions ................................................................................................................................. 181
8.5 Limitations ..................................................................................................................................... 184
8.6 Future Research ............................................................................................................................. 185
8.6.1 Other Settings ........................................................................................................................ 185
8.6.2 Model Testing ........................................................................................................................ 185
8.7 Chapter Summary .......................................................................................................................... 186
Appendix 1: Reference List ........................................................................................................................... 187
Appendix 2: Ethics Approval ........................................................................................................................ 202
Appendix 3: Information Sheet and Consent Form ....................................................................................... 204
Appendix 3.1: Participant Information Sheet ............................................................................................ 204
Appendix 3.2: Participant Consent Form .................................................................................................. 208
Appendix 4: Proposed Interview Questions .................................................................................................. 210
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Appendix 5: Data Analysis Documents ......................................................................................................... 212
Appendix 6: Email to Participate in Survey .................................................................................................. 213
Appendix 7: Survey ....................................................................................................................................... 214
Appendix 7.1: Copyright Approval for Examination Only ....................................................................... 214
Appendix 7.2: Survey Instrument ............................................................................................................. 215
Appendix 8: SPSS® Survey Results .............................................................................................................. 220
Appendix 8.1: Scale Items - Reliability Results........................................................................................ 220
Appendix 8.2: Proposition - Correlation Results ...................................................................................... 226

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List of Figures
Figure 1-1: Thesis Outline ............................................................................................................................... 12
Figure 2-1:The NFP sector is diverse and boundaries are fuzzy (Prodcutivity Commission, p.8, 2010) ........ 14
Figure 2-2:Number of registered not-for-profit organisations in Australia by groups – 2012-13 (ABS, 2014)
......................................................................................................................................................................... 16
Figure 2-3: A schema of how NPOs operate (Productivity Commission, 2010, p.16) ................................... 24
Figure 2-4: MCT Framework Model using NPM as the external intervention ............................................... 27
Figure 3-1: Synthesis of Topics and Fields explored in this literature review. ............................................... 28
Figure 3-2: Inspiration for the Research .......................................................................................................... 29
Figure 3-3: Definable sections of the literature review ................................................................................... 30
Figure 3-4: Process of Acceptance .................................................................................................................. 35
Figure 3-5: Hierarchy of Needs ....................................................................................................................... 45
Figure 3-6: Enjoyment as a result of intrinsic motivation (adapted from Reiss, (2005) ................................. 51
Figure 3-7: Motivational Continuum, showing motivational and self-regulatory bases of behaviour. (Adapted
from Deci and Ryan, 2000; Ryan and Deci, 2006) .......................................................................................... 52
Figure 3-8: The High Performance Cycle (Latham, 2007, p. 81) .................................................................... 57
Figure 3-9: Four Approaches to Change (from Leavitt, 1964, pg. 363) .......................................................... 63
Figure 3-10: Nonlinear nature of Organisational change (Burke, 2002) ......................................................... 64
Figure 3-11: The Organisational Change Framework (Oakland and Tanner, 2007, p. 16) ............................. 70
Figure 3-12: The Job Characteristics Model of Work Motivation (Hackman and Oldham, 1976) ................. 74
Figure 4-1: Research Design using the dual action research approach (as outlined below)............................ 89
Figure 4-2: Checkland’s view of Action Research (adapted and synthesised from various illustrations in
Checkland 1985, Checkland & Holwell 1998b). ............................................................................................. 95
Figure 4-3: The Dual Cycle of Action Research ............................................................................................. 96
Figure 4-4: Research Approach ....................................................................................................................... 98
Figure 5-1: Factors which may affect motivation using the MCT framework .............................................. 110
Figure 5-2: Change factors and motivation crowding model ........................................................................ 119
Figure 6-1: Change factors and motivation crowding model ........................................................................ 121
Figure 6-2: Motivational Technology Acceptance Model ............................................................................. 144
Figure 7-1: Motivational Technology Acceptance Model ............................................................................. 147
Figure 7-2: Clarifying Concepts (adapted from de Vaus, 2002) ................................................................... 154
Figure 7-3: Demographic Distribution .......................................................................................................... 164
Figure 7-4: P1 Scatterplot – Needs & Motivation ......................................................................................... 166
Figure 7-5: P2 Scatterplot – Interventions & Needs ...................................................................................... 166
Figure 7-6: P3 Scatterplot – Interventions & Motivation .............................................................................. 167
Figure 7-7: P4 Scatterplot - Motivation and PEOU....................................................................................... 168
Figure 7-8: P5 Scatterplot – Motivation & PU .............................................................................................. 168
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Figure 7-9: P6 Scatterplot – Acceptance & Total PU/PEOU ........................................................................ 169
Figure 7-10: Scatterplot - Resistance & Total PU/PEOU ............................................................................. 169
Figure 7-11: Use Figure 7-12: Acceptance ........................................................................................... 170
Figure 8-1: MCT Framework Model using NPM as the external intervention ............................................. 179
Figure 8-2: Motivational Technology Acceptance Model (MTAM)............................................................. 180

vi
List of Tables
Table 2-1: International Classification of Nonprofit Organisations (ICNPO): major groups and subgroups.
(adapted from Australian Bureau of Statistics website, 2014; Salamon, et al., 2004) .................................... 16
Table 2-2:Total value by not-for-profit groups in Australia – 2012-13 (ABS, 2014) ..................................... 17
Table 2-3: NPM effects on NPOs and its workers .......................................................................................... 26
Table 3-1: Evolution of Implementation Research (adapted from Lucas et al. 2007) ..................................... 32
Table 3-2: ICT Implementation Process (adapted from Cooper and Zmud, 1990) ......................................... 33
Table 3-3: Models selected for each level of analysis in LaPointe and Rivard (2007) ................................... 33
Table 3-4: Categories and Variables of TAM3 (adapted from Venkatesh and Bala, 2008) ............................ 38
Table 3-5: TAM Variables as Basic Needs (adapted from Lee et al. 2003) .................................................... 39
Table 3-6: Motivation-Hygiene Factors (adapted from Herzberg et al. 1959) ................................................ 47
Table 3-7: Self-Determination Theory compared with Maslow’s Basic Needs (adapted from Deci & Ryan
1985, The Self Determination Theory website 2016) ..................................................................................... 48
Table 3-8: Intrinsic Needs ............................................................................................................................... 50
Table 3-9: Selection of theories from the management field (adapted from Miner, 1984) ............................. 72
Table 4-1: UCW Income Sources (UC Annual Reports 2010-2013) .............................................................. 84
Table 4-2: Dual Cycle: Summary of Activities (adapted from McKay and Marshall, 2001) ......................... 97
Table 4-3: Data Collection and Analysis Method ........................................................................................... 99
Table 5-1: Types of motivation based on regulatory behaviour (Ryan and Deci, 2000b)............................. 103
Table 5-2: Data documents created by category and date ............................................................................. 106
Table 5-3: Example of a fractured data document being coded using the open coding process ................... 106
Table 5-4: Example of Memoing of the fractured data ................................................................................. 107
Table 5-5: Label Groups from Initial Analysis ............................................................................................. 108
Table 5-6: Final data analysis concepts and some labels .............................................................................. 109
Table 6-1 Summary of Findings from Phase One ......................................................................................... 122
Table 6-2: Interventions ................................................................................................................................ 126
Table 6-3: Data documents created by category and date ............................................................................. 129
Table 6-4: Example of Labels and Concepts ................................................................................................. 130
Table 6-5: Example of Interview Questions and Underlying Topic .............................................................. 131
Table 7-1: Leadership Factor ......................................................................................................................... 149
Table 7-2: Project Management – Time; Quality; Scope .............................................................................. 149
Table 7-3: Project Management – Human Resources ................................................................................... 150
Table 7-4: Communication – Quality and Relevance.................................................................................... 150
Table 7-5: Data documents created by category and date ............................................................................. 152
Table 7-6: Structure of Final Survey Instrument ........................................................................................... 155
Table 7-7: Reliability ..................................................................................................................................... 163
Table 7-8: Demographic Information ............................................................................................................ 164
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Table 7-9: Propositions .................................................................................................................................. 171

viii
List of Acronyms and Abbreviations
ABS Australian Bureau of Statistics
AR Action Research
BPR Business Process Requirements
CET Cognitive Evaluation Theory
CMS Client Management System
DCITA Department of Communication, Information Technology and the Arts
HRM Human Resources Management
ICT Information and Communication Technology
IKM Information and Knowledge Management
IMTA Integrated Model of Technology Acceptance
InSyL Information Systems Laboratory
IS Information Systems
IT Information Technology
JHCNSP John Hopkins Comparative Nonprofit Sector Project
MCT Motivation Crowding Theory
MTAM Motivational Technology Acceptance Model
NFP Not for Profit
NPM New Public Management
NPO Non-Profit Organisation
PEOU Perceived Ease of Use
PPP Public Private Partnership
PU Perceived Usefulness
R&D Research and Development
SASO Senior Administrative Support Officer
SDT Self Determination Theory
SSM Soft Systems Methodology
TAM Technology Acceptance Model
TQM Total Quality Management
UC Uniting Communities
UTAUT Unified Theory of Acceptance and Use of Technology
WCQ Work Climate Questionnaire

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