When knowledge professionals meet technology: physicians’ use of electronic medical record systems and impact on job performance

Purpose As the demand for knowledge professionals increases in contemporary digital organizations, inherent conflicts exist between enterprise systems (ES)-embedded workflows and the autonomous nature of professional work. Drawing on affordance actualization theory, this study investigates how knowledge professionals’ ES use-related behaviors influence their job performance in the healthcare context. Design/methodology/approach A sequential multi-method approach was employed in a Chinese hospital setting. First, a theory-driven framework was developed to conceptualize physicians’ electronic medical record systems (EMRS) use-related behaviors as comprising EMRS use (e.g. affordance actualization behaviors) and adaptation behaviors. Then, a preliminary field study was conducted to contextualize the research model. Finally, a two-stage survey was carried out to validate the proposed model. Findings Affordance actualization and adaptation behaviors exert differential yet complementary effects on physicians’ job performance. Additionally, these effects are contingent upon physician expertise. Senior physicians benefit chiefly from retrieval-related affordance actualization and task-technology adaptation, whereas junior physicians more effectively leverage different adaptation behaviors. Practical implications Hospital managers should provide differentiated support for senior and junior physicians to alleviate input burdens and amplify retrieval benefits. System designers are urged to embed adaptive, workflow-integrated features. Policymakers should shift evaluation metrics from use frequency to effective, workflow-aligned use standards and modular customization capabilities. Originality/value This research extends EMRS use typologies by contextualizing and validating four types of affordance actualization behaviors. Furthermore, it advances theoretical understanding of how distinct system use-related behaviors drive performance outcomes for knowledge professionals, providing a foundation for evidence-based, role-specific interventions that transcend blanket technology mandates.