When users are IT experts too: the effects of joint IT competence and partnership on satisfaction with enterprise-level systems implementation

Enterprise-level information systems (IS) are fundamental to businesses. Unfortunately, implementing these large-scale systems is a complex and risky endeavor. As a result, these initiatives must tap the expertise and active involvement of both the IS department and the enterprise's functional areas. Past studies focusing on IS implementation teams consistently identify the IS department as the source of technical expertise and leadership, while functional department team members are typically relegated to the role of business experts. However, unlike the past, many business professionals are knowledgeable about information technology (IT) and are increasingly capable of contributing to IS implementations from a technical perspective as well as a business perspective. This study examines how IT competence held by both the IS department and the user department stakeholders contributes to user satisfaction with the enterprise-level system implementation. Specifically, this research introduces a theoretically grounded construct, joint IT competence, which emerges when the IS department and user department stakeholders integrate their individually held IT competences. The study's results empirically demonstrate that joint IT competence is a key driver of user satisfaction in enterprise-level IS implementations. Although not as significant as joint IT competence, results show that partner-based leadership between the IS department and user stakeholders also influences user satisfaction with IS implementations.     

A longitudinal experimental study on the interaction effects of persuasion quality, user training, and first-hand use on user perceptions of new information technology

While prior research has investigated the main effects of external factors on user perceptions of a new IT, little work has been into the interaction effect of external factors on user perceptions. In a longitudinal experimental study, we examined the effect of the quality of persuasive argument, user training, and first-hand use on user perceptions of the new technology over time. We found that the effect of argument quality on users’ perceived ease of use was greater when users had no training. However, we did not find the same effect occurred due to perceived usefulness. We also found that first-hand use changed users’ perceived usefulness more over time when users received high quality arguments or when they had no training. While we found that first-hand use changed users’ perceived ease of use more when users received high quality arguments, first-hand use did not change users’ perceived ease of use differently whether they had or had not received prior training.     

Physicians' resistance toward healthcare information technology: a theoretical model and empirical test

This paper presents a theoretical model of physician resistance of healthcare information technology (HIT) usage by integrating the technology acceptance and resistance to change literatures, using a dual-factor model of technology usage. This model elaborates the interdependent and asymmetric effects of inhibiting usage perceptions, such as resistance, on HIT usage intentions relative to enabling perceptions, such as perceived usefulness and perceived ease of use. It also proposes perceived threat as a predictor of resistance, perceived compatibility as predicting perceived usefulness, and related knowledge as predicting perceived ease of use. The resulting model is empirically supported using a field survey of a computerized physician order entry system among 129 practicing physicians at a large acute-care hospital. Our study illustrates the importance of incorporating user resistance in technology usage studies in general and HIT usage studies in particular, grounds resistance research within extant theories of technology usage, and provides a preliminary model of resistance that can serve as the starting point for future research in this relatively unexplored yet potentially fertile area of research.     

Cynicism as user resistance in IT implementation

In this paper, we examine the process by which user cynicism emerges and is constituted as part of resistance in information technology (IT) implementation. We ground our process perspective in the received user resistance literature by linking cynicism to users' projections of the system's future use. Rather than attributing cynicism to perceived threats, however, we see user cynicism as cognitively distanced resistance that manifests as a perception of seeing through the espoused goals of the implementers. Based on a process analysis of a customer relationship management implementation at a customer service centre, the paper extends the user resistance model proposed by Lapointe and Rivard by identifying three dimensions of user cynicism in IT implementation. It also shows how cynicism, as a form of passive resistance, easily escalates and feeds new forms of resistance. Lastly, we introduce the cynicism literature as a new reference theory for the Information Systems (IS) audience.     

Extended technology acceptance model of Internet utilization behavior

Based on the belief–attitude–performance chain, this study combines Davis’s technology acceptance model (TAM) and the information behavior model to develop an extended TAM for Internet use. The theoretical model was tested via a questionnaire survey of 203 Taiwanese office workers. The empirical results not only confirmed TAM, but also showed that the relevance of information needs strongly determines perceived usefulness, perceived ease of use, and user attitudes toward Internet use for information seeking, as well as strongly influencing individual performance during the information use stage. More importantly, relevance has greater positive effect on perceived performance and perceived usefulness for enterprise Intranet users than for simple/interactive Intraweb users. Enterprise Intranet users have more positive attitudes toward the Internet and more positive perceptions of system effectiveness for supporting office tasks than simple/interactive Intraweb users. Furthermore, perceived ease of use is the strongest determinant of user attitude toward Internet use in both enterprise Intranet and simple/interactive Intraweb applications. Overall, the extended TAM explains the behavior of enterprise Intranet users better than that of simple/interactive Intraweb users. Limitations of this study are discussed.     

Effects of interface style on user perceptions and behavioral intention to use computer systems

This study examines the influence of two interface styles (menu- and command-based) on the perceived ease of use, perceived usefulness, and behavioral intention of the user to use the system. We have treated the system interface style as an external factor in the technology acceptance model (TAM) to examine its direct and indirect effects on behavioral intention to accept and use a system. The results showed that the interface style had direct effects on perceived ease of use and perceived usefulness which, in turn, demonstrated significant effects on behavioral intention to use the system. Further, the results showed that perceptions of the menu-based interface were more favorable than perceptions of the command-based interface. These results provide several theoretical and practical implications for designing an effective system.     

Manipulating user resistance to large-scale information systems through influence tactics

This study examines how influence tactics can be used to manipulate user resistance and subsequent usage behaviors in the context of large-scale, newly implemented information systems (IS). To do so, we integrate the theory of interpersonal influence and leadership, adaptive structuration theory, and the literature on user resistance and behavioral IS theories, and develop a comprehensive theoretical model anchored in (a) social influence tactics, (b) IT artifact perceptions, and (c) user resistance and subsequent behaviors. The resultant theoretical model explains how influence tactics modulate user perceptions, user resistance to the system, and ultimately the unfaithful use of the system. This model is tested in the context of an electronic medical record (EMR) system implementation, with a sample of 442 clinicians who were exposed to various influence tactics and with the use of SEM techniques. The results indicate that certain influence tactics are beneficial in reducing user resistance while others can unintentionally increase resistance. Resistance, in turn, drives adaptive user behaviors in the form of unfaithful use of the system. Thus, it is possible to manipulate resistance and resultant adaptive behaviors through influence tactics, without necessarily altering the IT artifact. This is particularly important, as many off-the-shelf IT artifacts cannot be substantially modified.     

Perceived task complexity as a criterion for information support

Here, the conceptual model of perceived task complexity, which incorporates the user, task, and system into a comprehensive unit of analysis, is used to investigate how, when, and why computer-assisted instruction (CAI) systems provide effective support. The work is based on data provided by 156 experimental subjects; information system (IS) use was found to vary by user groups depending on task performance. In addition, the effects of task presentation on task behavior and performance were found to vary between groups, based on their performance. The findings imply that user, task, and system dynamically interact in providing effective IS support. A comprehensive model of perceived task complexity that includes a user's domain knowledge is developed. This should help in further investigating into how, when, and why IS are effective.     

The Role of Organizational and Individual Characteristics in Technology Acceptance

The roles that users' individual and organizational characteristics play in technology acceptance were examined. Perceived work group characteristics was considered an organizational characteristic; attitude toward change and job stress were considered individual characteristics. User satisfaction with system characteristics was considered a consequence of technology acceptance. Data were collected from a sample of 236 Korean expatriates in information technology (IT) industries who were assigned to work in the United States. Perceived work group characteristics, attitude toward change, and job stress were related to one of the technology acceptance variables, perceived ease of use of the IT system. Ease of use was, in turn, related to perceived usefulness of the IT system, the other technology acceptance variable. Both perceived ease of use and usefulness were related to user satisfaction.     

Determinants of the Relative Advantage of a Structured SDM During the Adoption Stage of Implementation

This research investigates a new theoretical model for examining the relationships between user perceptions during innovation adoption. We have taken several innovation-related variables and constructed a framework for assessing the ability of a technology to improve worker performance. Prior research has not addressed the appropriate relationship between innovation adoption-related variables as applied to information systems development methodologies (SDM). This study attempts to use innovation-related variables created by Moore and Benbasat (Information Systems Research 2(3) (1991) 192–222) and Davis (MIS Quarterly 13(3) (1989) 319–340) to propose a framework useful by project managers in designing innovations that will successfully support the efforts of technology users. A framework is proposed, tested, and modified in the context of using an SDM to govern large systems development operation. Forty-seven users within a military software development organization were surveyed about their perceptions of a recently implemented structured SDM. A proposed model of innovation adoption perceptions was tested using correlation and partial least squares regression. Findings suggest a model for predicting the perceived relative advantage of SDMs in the adoption stage of their implementation which is useful in designing techniques in the IS development organizational function.     

Determinants of software quality: A survey of information systems project managers

Software quality is important for the success of any information systems (IS). In this research, we find the determinants of software quality. We used five attributes for software quality: system reliability, maintainability, ease of use, usefulness, and relevance. By surveying 112 IS project managers, we collected data about their perceptions on the software quality attributes and their determinants. We arrived at six factors through exploratory factor analysis. We determined the individual factors that impacted the software quality attributes; for example, reliability is associated with responsiveness of IS department; ease of use is influenced by the capabilities of users and attitude of management; and usefulness is impacted by capabilities of IS department and responsiveness of IS department. We show that organizational factors are more important than technical factors in impacting software quality in IS projects. We provide implications of our research to practice and to future research.     

Perceived usefulness,user involvement and behavioral intention: an empirical study of ERP implementation

Many firms have implemented enterprise resource planning (ERP) systems in the past few years. The expensive nature of these systems requires that effective usage of these systems be attained in order for an organization to derive the expected benefits from the technology. This study looks at the influence that perceived usefulness, user involvement, argument for change, prior usage and ease of use have on the behavioral intention to use an ERP system. A mail survey was used to collect data in an organization that was implementing an ERP system. A total of 571 responses were obtained. The results indicate that users perception of the perceived usefulness, ease of use of the technology, and the users’ level of intrinsic involvement all affect their intention to use the technology. The results seem to suggest that managerial efforts aimed at increasing the users’ perceptions of the usefulness and personal relevance of the technology will contribute to implementation success, where success is defined as effectual usage of the technology. The paper ends with possible extensions to this study.     

Design and validation of a knowledge map system—the case of construction industry in Taiwan

Knowledge map systems (KMSs) have recently received widespread attention. A review of the literature shows that relatively few studies explicitly address the issues of implementation and user evaluation of the system and are limited in application. In view of this dilemma, this study aims to integrate the key features of knowledge assets maps, knowledge sources maps, knowledge structure maps, and knowledge task maps in order to develop an operational KMS. Also, the technology acceptance model was used as the theoretical basis for the assessment of user acceptance of the system, which is validated using structural equation modeling. In terms of user acceptance assessment, our empirical results shows that the perceived usefulness and perceived ease of use will positively affect user attitude toward the proposed KMS. Also, our results suggest that social defense negatively moderates the effect of attitude toward the system on behavior intention. Furthermore, we found that the management system also positively moderates the effect of attitude toward the system on behavior intention. On the basis of theoretical evaluation and empirical investigation, we hope that the proposed construction of a knowledge system can serve as references for both academic and related practical fields.     

Frame misalignment: interpreting the implementation of information systems security certification in an organization

Although several studies have discussed the framework and value of information systems (IS) security standards and certification, there has been relatively little empirical research on how different groups of stakeholders in an organization interpret and behave during the implementation process. In an attempt to fill this research gap, this study employs a socio-cognitive perspective, namely the concept of frames analysis, to investigate how the managers and employees of a financial institution make sense of IS security certification, BS 7799 Part 2, and how these interpretations influence their actions. Using an interpretive case study approach, the findings show that the expectations of management have a strong impact on the implementation of the certification process. Moreover, the incongruence between the perceptions of managers and those of the certification team and other employees means that IS security management concepts may not be fully embedded in the organization's work practices and routines. This article argues that during the certification process, managers should place more emphasis on the identification of frame incongruence and undertake early intervention to align frames in order to achieve overall security effectiveness in the organization.     

Examining the use of status quo bias perspective in IS research: need for re‐conceptualizing and incorporating biases

Kim & Kankanhalli introduced status quo bias perspective (SQBP) to help understand information systems (hereinafter IS) users' resistance behaviour. Since then, scholars have widely referred to the theoretical perspective to understand user resistance to and adoption of new IS and information and communication technologies (hereinafter ICT). However, our analysis found that while adopting SQBP, researchers focused primarily on rational cost‐and‐benefit analysis, rather than on the fundamental tenet of SQBP that highlights ‘bias’ in users' decision‐making on account of their cognitive limitations that lead to bounded rationality. In addition, some of the key constructs used in SQBP were not properly interpreted or were oversimplified in their operationalization. This research note aims to provide guidance for utilizing and analysing SQBP and its constructs for future IS user resistance/adoption research. Because SQBP provides unique insights into ‘bias’ in human decision‐making in its presentation of bounded rationality, accurate interpretation of its concepts and their investigation can help better understand the different sources of user resistance derived from the status quo bias during new IS and ICT implementation. © 2016 John Wiley & Sons Ltd     

Understanding determinants of information systems users’ behaviour: a comparison of two models in the context of integrated accounting and budgeting software

This study examines determinants that affect the behaviour of information systems (IS) users, and influence of the users’ decisions to continue using IS by two models: the technology acceptance model (TAM) and the expectation-confirmation model of IS continuance (ECM-IS). The behaviour of professionals who utilise complex software solutions for performing their working tasks has been in the focus of this research. Based on data gathered from questionnaires filled-out by users of the integrated accounting and budgeting software (IABS), the confirmatory factor analysis has shown that both models demonstrate good factor, convergence and discriminatory validity, respectively. The comparison of the obtained results has been performed, and it shows that ECM-IS has a larger explanatory power (R²) over TAM, explaining 49% of the dependent variable (IS continuance intention) in relation to 29%. The IS continuance intention is determined by the users’ satisfaction and perceived usefulness. The user satisfaction is influenced by perceived usefulness and confirmation. The confirmation of the user's expectations has had a positive influence on perceived usefulness. The perceived ease of use has not exerted a significant influence on the user's intention of IS continuance.     

Towards integrating acceptance and resistance research: evidence from a telecare case study

There is wide agreement that acceptance and resistance are crucial factors in information system (IS) adoption. Research has yielded many theories that have focused on either acceptance or resistance, often implicitly assuming that these are opposites. This paper proposes a two-factor view on acceptance and resistance, and shows how this idea may advance our knowledge of IS adoption. In developing a user reactions framework, we take a first step towards integrating the IS literature on acceptance and on resistance. This framework distinguishes between two behavioural dimensions, namely, acceptance, ranging from high use to non-use, and a dimension that ranges from enthusiastic support to aggressive resistance. Combining the two dimensions leads to four categories of user reactions. We show the framework's usefulness by analysing data from a telecare implementation project. The findings identify ambivalent reactions. Many clients are identified as supporting but non-using, while we also find telenurses and care coordinators that show themselves to be resisting but using. These findings support the view that non-acceptance and resistance are conceptually non-equivalent. Our data suggest voluntariness as one determinant of the variation in behavioural reactions encountered. We argue that the concepts are also functionally different: IS implementers will have to adapt their strategies to the different reactions described.     

Exploring the relationship between technology acceptance model and usability test

In the past, most studies used the technology acceptance model (TAM) to survey the subjective perception of users in using information technology. The usability test was also used to assess the ease of use of user interfaces. This study introduces a conceptual framework to explore the relationship between user’s beliefs of TAM and usability testing attributes. Usability testing was conducted on an eCampus learning system with a mobile device. TAM data was collected from the participants for analyzing a possible relationship. The findings of this study reveal that TAM results contradict the usability test results in certain areas. The focus of our proposed research model is supported from the causality between perceived ease of use and usability; however, the correlation between perceived usefulness and usability remains unclear.     

Understanding post‐adoption IS usage stages: an empirical assessment of self‐service information systems

Organisations have invested in self‐service information systems (IS) to provide a direct interface for service delivery. Enriching the usage of these systems can provide organisations with immense benefits. However, limited research has been directed towards understanding post‐adoption IS usage behaviour in general and specifically in the context of self‐service IS. This study proposes post‐adoption IS usage behaviour as a broader concept constituting feature level usage of IS, integration of IS in the work system and exploration of new uses of IS. We evaluate how the new conceptualisation can be used to classify users at different stages of self‐service IS usage. Further, we examine user perceptions that differentiate among the users situated at different self‐service IS usage stages. Data were collected in the context of a self‐service Web‐based IS to validate the post‐adoption IS usage constructs and to examine the proposed thesis. The newly developed conceptual structure and measures for post‐adoption IS usage behaviour exhibit strong psychometric properties. The analysis shows three distinct post‐adoption IS usage stages and highlights that usefulness, user‐initiated learning, ease of use, satisfaction and voluntariness of use differentiate users at the different stages of post‐adoption IS usage. The results show that these variables aggregate into value confirmation and learning orientation as two higher‐level concepts. Further, we evaluate the predictive efficacy of the research model in classifying users into different post‐adoption self‐service IS usage stages. Implications are drawn for future research.     

Modeling use of enterprise resource planning systems: a path analytic study

In this research, we evaluated user participation and involvement in the context of enterprise resource planning (ERP) systems. Since ERP systems are enterprise-wide in scope, these systems have a high level of complexity, and require a different implementation methodology. While most studies analyze implementation at an organization or industry level, there is a dearth in research in ERP system adoption at the individual or user level. In our study, we examine ERP system acceptance at the individual level. In this research, we expected to find differences in the nature of user participation and involvement in ERP compared to other information systems. Using Barki and Hartwick's extension of the theory of reasoned action, a revised model was developed and tested empirically. While Barki and Hartwick's model explains user behavior vis-à-vis user participation and involvement, a more parsimonious model demonstrates that usage dynamics in ERP implementation are different. We complemented our statistical analysis by three case studies. Based on our results we believe that, given the nature of ERP and its implementation, traditionally formalized links between influencers of users' attitude and involvement may need to be revised. We have discussed why we need to seek alternate forms of influencers. In doing so, we suggest that investments be made in preparatory work practices and employee development prior to ERP decisions. Such investments are complementary to information technology and are widespread throughout the firm. We believe that such investments will play a significant role in influencing the attitude of users toward any system and also their involvement.