This Business Analytics Tool Looks Nice, but... I am Still Happy Without It - Evidence from the Financial Services Industry

Michael Leyer, Jürgen Strohhecker and Kettenbohrer, and Janina

SMR - Journal of Service Management Research, 2021, vol. 5, issue 1, 20-35

Abstract: The purpose of this paper is to take a behavioural perspective to reveal why employees hesitate to use business analytics in their operations throughout the whole organisation. We gather quantitative data with a survey in the financial services industry with 332 responses including both users of analytic tools as well as non-users. The results reveal that on an individual level it is skills being important for usage but not perceived value. On the organisational side, perceived norms from supervisors and peers as well as accessibility are important. Further analyses on the level of different business analytic tool categories show e.g. that the attitude of employees is important for forecasting but not for other tools. Practical implications are that supervisors should be convinced of the importance of analytic tools to foster usage among employees and selfservice options for having access to software supporting business analytics should be offered.

Date: 2021
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DOI: 10.15358/2511-8676-2021-1-20

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