Achieving information systems infusion beyond routinization

Purpose While existing studies have explored post-adoption behaviors such as IS continuance, relatively little is known about how IS routinization transitions into IS infusion and how their respective antecedents differ. The purpose of this study is to develop and test a model that explains how IS infusion is achieved through routinization, thereby uncovering the mechanisms through which organizations can fully leverage their IS investments. Design/methodology/approach Based on the six-stage IT implementation model, this study focuses on the routinization and infusion stages. The unified theory of acceptance and use of technology (UTAUT) is applied to identify routinization antecedents, while psychological empowerment theory informs infusion-related factors. A cross-sectional survey study was conducted using CRM system usage data from employees at a telecommunications company. Findings The results show that IS routinization is necessary but insufficient for infusion. Routinization is mainly driven by UTAUT factors such as performance expectancy and social influence. In contrast, infusion is more strongly influenced by psychological empowerment conceptualized by competence, impact, meaning and self-determination. Routinization positively influences infusion, highlighting a sequential relationship. Originality/value This study extends the IS implementation literature by clarifying the transition from routinization to infusion and identifying distinct antecedents for each stage. It provides actionable insights for organizations seeking to go beyond operational use and achieve strategic gains through IS infusion.