An interesting anecdote from the Premier 100 Conference in Palm Springs ( I am a past honoree, and have habitually attended these these events as an alumnus). In a discussion about “bring your own devices” (or bring your own technology) it was noted that human nature favors control. So if a person buys/owns their own, they put up with a lot more than if they don’t. Dan Ariely has written about this “irrational phenomena” in his books.
How that manifests itself is with help desk/repair responsiveness. One CIO found that if he guaranteed 48 turnaround on repair (at great cost) for employee owned devices, his end users would still be happier with 5 day turnaround from a device they owned and picked themselves from Best Buy. So that’s why he’s going the “BOYD” route – cheaper in the long run for the company, and a happier employee in the end.
It has something to do with personal investment, choice, and interaction with and credibility of the servicing organization. Interesting.