Much research has been done on the relationship between the success of an information system and the satisfaction of the people who use them. Yet many studies report inconsistent or contradictory results. Despite these inconclusive findings, the relationship between user satisfaction (US) and information systems (IS) success has great appeal. Historically, US research has been plagued by many problems. Directly measuring the success of an IS has been found to be impractical and perhaps impossible (Galletta & Lederer, 1989). Therefore, surrogates are used. The linkage between the operationalizations of US and the IS success construct has been tenuous at best. Methodological problems, such as weak construct validity, have also contributed to the lack of progress and the mixed results on US (Jarvenpaa, Dickson, & DeSantis, 1985; Zmud, Byrd, Sampson, Lenz, & Reardon, 1993). Perhaps the most compelling problem, however, is the lack of conceptual development (Jarvenpaa et al., 1985; Kim, 1989; Straub, 1989; Melone, 1990; Zmud et al., 1993). While the US construct has often been used to evaluate Integrating three prominent organizational behavior theories of motivation (equity, expectancy, and needs) with concepts of information systems success, this paper develops a broad conceptual foundation from which to view and understand user satisfaction in information systems. This integration attempts to clarify many of the diverse dimensions of user satisfaction and examines the notions of process and outcome satisfaction and dissatisfaction in information systems.
{"title":"A Conceptual Development of Process and Outcome User Satisfaction","authors":"Jon B. Woodroof, G. M. Kasper","doi":"10.4018/IRMJ.1998040104","DOIUrl":"https://doi.org/10.4018/IRMJ.1998040104","url":null,"abstract":"Much research has been done on the relationship between the success of an information system and the satisfaction of the people who use them. Yet many studies report inconsistent or contradictory results. Despite these inconclusive findings, the relationship between user satisfaction (US) and information systems (IS) success has great appeal. Historically, US research has been plagued by many problems. Directly measuring the success of an IS has been found to be impractical and perhaps impossible (Galletta & Lederer, 1989). Therefore, surrogates are used. The linkage between the operationalizations of US and the IS success construct has been tenuous at best. Methodological problems, such as weak construct validity, have also contributed to the lack of progress and the mixed results on US (Jarvenpaa, Dickson, & DeSantis, 1985; Zmud, Byrd, Sampson, Lenz, & Reardon, 1993). Perhaps the most compelling problem, however, is the lack of conceptual development (Jarvenpaa et al., 1985; Kim, 1989; Straub, 1989; Melone, 1990; Zmud et al., 1993). While the US construct has often been used to evaluate Integrating three prominent organizational behavior theories of motivation (equity, expectancy, and needs) with concepts of information systems success, this paper develops a broad conceptual foundation from which to view and understand user satisfaction in information systems. This integration attempts to clarify many of the diverse dimensions of user satisfaction and examines the notions of process and outcome satisfaction and dissatisfaction in information systems.","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"11 1","pages":"122-132"},"PeriodicalIF":1.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70477621","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Planning and controlling information technology remains a management priority in the 1990s. The importance of effectively using the substantial investment is increasing with rapid technological change and competition. Effectively using the information processing resource is becoming a management priority. Since initial implementations, effectively using information processing resources has been difficult. With the pace of technological change, increasing investments, and a growing diversity of users and usages, the importance of effective cost control has increased. A widely advocated method of bringing order to this state of affairs is the use of a chargeback system whereby users are charged and made responsible for the information costs which they incur. From the earliest applications, some organizations have adopted chargeback systems. While there have been studies in the intervening period on chargeback systems, chargeback remains a controversial management technique. In 1980, a study was conducted on the usage and practices of chargeback systems. This same set of companies recently provided information about their current practices. This paper reports the findings of the temporal comparison. The results suggest that chargeback is not a panacea. Further, the objectives in using, or not using chargeback systems have changed substantially. A new set of problems has emerged. Organizations are having difficulty adapting the chargeback approach. There is less satisfaction in using them, although chargeback systems are still widely used. The final section of the paper addresses reasons for these changes and suggests issues which have yet to be resolved in using chargeback effectively in the emerging information technology environment.
{"title":"Temporal Analysis of Information Technology Chargeback Systems","authors":"D. Drury","doi":"10.4018/IRMJ.1998040101","DOIUrl":"https://doi.org/10.4018/IRMJ.1998040101","url":null,"abstract":"Planning and controlling information technology remains a management priority in the 1990s. The importance of effectively using the substantial investment is increasing with rapid technological change and competition. Effectively using the information processing resource is becoming a management priority. Since initial implementations, effectively using information processing resources has been difficult. With the pace of technological change, increasing investments, and a growing diversity of users and usages, the importance of effective cost control has increased. A widely advocated method of bringing order to this state of affairs is the use of a chargeback system whereby users are charged and made responsible for the information costs which they incur. From the earliest applications, some organizations have adopted chargeback systems. While there have been studies in the intervening period on chargeback systems, chargeback remains a controversial management technique. In 1980, a study was conducted on the usage and practices of chargeback systems. This same set of companies recently provided information about their current practices. This paper reports the findings of the temporal comparison. The results suggest that chargeback is not a panacea. Further, the objectives in using, or not using chargeback systems have changed substantially. A new set of problems has emerged. Organizations are having difficulty adapting the chargeback approach. There is less satisfaction in using them, although chargeback systems are still widely used. The final section of the paper addresses reasons for these changes and suggests issues which have yet to be resolved in using chargeback effectively in the emerging information technology environment.","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"11 1","pages":"5-13"},"PeriodicalIF":1.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70477547","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
"The academic IS community is following slowly." "The work is not relevant, reachable, or readable." "If they've never personally done it, how can they possibly advise someone?" "If I want to know what works or what's being tried, I'll pick up the phone and get a hold of my counterpart in other companies...With few exceptions, the academic IS community doesn't have a clue." These, and a substantial number of other highly critical comments, made by chief information officers in major corporations, were captured during the course of structured interviews conducted with information technology professionals participating in a research program currently in process 1 Senn, 1997. They are representative of many similar expressions concerning university-based information systems research. Moreover, they appear to be consistent with assessments and impressions sensed by many persons conducting information systems research from an academic home base. Judging from the apparent frequency and consistency of these judgments, it is evident that a sizeable portion of the practitioner community does not value the research conducted by information systems IS scholars. This paper explores the challenge of relating IS research to practice. It suggests alternatives for researchers to consider if they seek an impact on practice and an ongoing communication link with practitioners.
{"title":"The challenge of relating IS research to practice","authors":"J. Senn","doi":"10.4018/IRMJ.1998010103","DOIUrl":"https://doi.org/10.4018/IRMJ.1998010103","url":null,"abstract":"\"The academic IS community is following slowly.\" \"The work is not relevant, reachable, or readable.\" \"If they've never personally done it, how can they possibly advise someone?\" \"If I want to know what works or what's being tried, I'll pick up the phone and get a hold of my counterpart in other companies...With few exceptions, the academic IS community doesn't have a clue.\" These, and a substantial number of other highly critical comments, made by chief information officers in major corporations, were captured during the course of structured interviews conducted with information technology professionals participating in a research program currently in process 1 Senn, 1997. They are representative of many similar expressions concerning university-based information systems research. Moreover, they appear to be consistent with assessments and impressions sensed by many persons conducting information systems research from an academic home base. Judging from the apparent frequency and consistency of these judgments, it is evident that a sizeable portion of the practitioner community does not value the research conducted by information systems IS scholars. This paper explores the challenge of relating IS research to practice. It suggests alternatives for researchers to consider if they seek an impact on practice and an ongoing communication link with practitioners.","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"11 1","pages":"23-28"},"PeriodicalIF":1.4,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70477281","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Solutions to management's sensitive problems-compensation and turnover, for example-require the collection of sensitive data. While management desires research results that translate into answers, they are also hesitant to grant outsiders access to the very data that could result in effective solutions. At the same time, academics increasingly seek research projects with real world applications, but find it difficult to gain access to companies to study such problems. This case explores business and research partnerships, as well as the ethical dilemmas that academics face in field study research.
{"title":"Mar-Tex chemical: managing the research partnership between business and academia","authors":"Keri E. Pearlson, M. Serva","doi":"10.4018/IRMJ.1998010105","DOIUrl":"https://doi.org/10.4018/IRMJ.1998010105","url":null,"abstract":"Solutions to management's sensitive problems-compensation and turnover, for example-require the collection of sensitive data. While management desires research results that translate into answers, they are also hesitant to grant outsiders access to the very data that could result in effective solutions. At the same time, academics increasingly seek research projects with real world applications, but find it difficult to gain access to companies to study such problems. This case explores business and research partnerships, as well as the ethical dilemmas that academics face in field study research.","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"11 1","pages":"38-48"},"PeriodicalIF":1.4,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70477483","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Since the field Information Systems IS originated, researchers have faced apparently contradictory pressures. On the one hand, we are exhorted to generate scholarly articles that are academically rigorous; on the other, we are urged to make our research more relevant to practice. In this paper, we argue that there is no inherent conflict between these two pressures; it is not only possible, but also desirable, for IS research to fulfill both directives. We present four major strategies for conducting research that is both rigorous and relevant: cultivating practitioner sponsorship, adopting new research models, producing consumable research reports, and supporting nontraditional research outlets.
{"title":"Beyond Rigor and Relevance: Producing Consumable Research about Information Systems","authors":"D. Robey","doi":"10.4018/IRMJ.1998010101","DOIUrl":"https://doi.org/10.4018/IRMJ.1998010101","url":null,"abstract":"Since the field Information Systems IS originated, researchers have faced apparently contradictory pressures. On the one hand, we are exhorted to generate scholarly articles that are academically rigorous; on the other, we are urged to make our research more relevant to practice. In this paper, we argue that there is no inherent conflict between these two pressures; it is not only possible, but also desirable, for IS research to fulfill both directives. We present four major strategies for conducting research that is both rigorous and relevant: cultivating practitioner sponsorship, adopting new research models, producing consumable research reports, and supporting nontraditional research outlets.","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"11 1","pages":"7-16"},"PeriodicalIF":1.4,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70477569","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This paper examines the application of academic research to information technology IT organizations by examining the roles and behaviors of academic researchers and IT practitioners to determine areas of mutual opportunity. A practitioner Information-Gathering Model is developed to explore the manner in which IT professionals remain current on technological advances. This model subsequently is utilized to formulate specific recommendations to improve knowledge transfer.
{"title":"Profit through Knowledge: The Application of Academic Research to Information Technology Organizations","authors":"C. Kavan","doi":"10.4018/IRMJ.1998010102","DOIUrl":"https://doi.org/10.4018/IRMJ.1998010102","url":null,"abstract":"This paper examines the application of academic research to information technology IT organizations by examining the roles and behaviors of academic researchers and IT practitioners to determine areas of mutual opportunity. A practitioner Information-Gathering Model is developed to explore the manner in which IT professionals remain current on technological advances. This model subsequently is utilized to formulate specific recommendations to improve knowledge transfer.","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"11 1","pages":"17-22"},"PeriodicalIF":1.4,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70477615","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
A keynote address by John Tillquist, University of British Columbia to the 1997 Information Resources Management Association International Conference, Vancouver, B.C. May, 1997
{"title":"The Expert's Opinion","authors":"John Tillquist","doi":"10.4018/IRMJ.1997100104","DOIUrl":"https://doi.org/10.4018/IRMJ.1997100104","url":null,"abstract":"A keynote address by John Tillquist, University of British Columbia to the 1997 Information Resources Management Association International Conference, Vancouver, B.C. May, 1997","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"10 1","pages":"37-38"},"PeriodicalIF":1.4,"publicationDate":"1997-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70477512","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
A benchmarking of seven companies which manufacture specialized semiconductor devices such as highly customized analog/digital devices demonstrates that the differing role of information technology in these otherwise similar organizations is best understood by knowledge of how the company has positioned itself on the Product Life Cycle PLC. The role of information technology changes markedly as a function of what strategy the firm adopts to address the rapidly changing demands of the semiconductor industry. Even though they are in the same sector, companies at the leading edge of the PLC do not need heavy emphasis on information technology, but companies which concentrate on more mature parts of the PLC have a corresponding heavier reliance on information technology. Benchmarking methodology can be extended by integration of the PLC, and this may prove useful in analysis of other economic sectors.
{"title":"Benchmarking with Product Life Cycle Analysis in the Semiconductor Industry","authors":"E. Roche","doi":"10.4018/IRMJ.1997100101","DOIUrl":"https://doi.org/10.4018/IRMJ.1997100101","url":null,"abstract":"A benchmarking of seven companies which manufacture specialized semiconductor devices such as highly customized analog/digital devices demonstrates that the differing role of information technology in these otherwise similar organizations is best understood by knowledge of how the company has positioned itself on the Product Life Cycle PLC. The role of information technology changes markedly as a function of what strategy the firm adopts to address the rapidly changing demands of the semiconductor industry. Even though they are in the same sector, companies at the leading edge of the PLC do not need heavy emphasis on information technology, but companies which concentrate on more mature parts of the PLC have a corresponding heavier reliance on information technology. Benchmarking methodology can be extended by integration of the PLC, and this may prove useful in analysis of other economic sectors.","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"10 1","pages":"4-15"},"PeriodicalIF":1.4,"publicationDate":"1997-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70476991","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Information systems provide data for business processes and decision making. There is strong evidence that data items stored in organizational databases have a significant rate of errors. If undetected in use, errors in data may significantly affect business outcomes. The question examined in this paper is the extent to which business professionals are able to evaluate the quality of data in the information systems they use and the impact of their evaluations on decision-making behavior. Models of error detection and error correction processes are developed. The validity of the models is then examined through an analysis of interviews with ten actuaries. The findings show that actuaries detect errors in data using three general methods and that actuaries consider feasibility and costs when deciding whether to correct data errors.
{"title":"How do actuaries use data containing errors?: Models of error detection and error correction","authors":"Barbara D. Klein","doi":"10.4018/IRMJ.1997100103","DOIUrl":"https://doi.org/10.4018/IRMJ.1997100103","url":null,"abstract":"Information systems provide data for business processes and decision making. There is strong evidence that data items stored in organizational databases have a significant rate of errors. If undetected in use, errors in data may significantly affect business outcomes. The question examined in this paper is the extent to which business professionals are able to evaluate the quality of data in the information systems they use and the impact of their evaluations on decision-making behavior. Models of error detection and error correction processes are developed. The validity of the models is then examined through an analysis of interviews with ten actuaries. The findings show that actuaries detect errors in data using three general methods and that actuaries consider feasibility and costs when deciding whether to correct data errors.","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"10 1","pages":"27-36"},"PeriodicalIF":1.4,"publicationDate":"1997-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70477396","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
For the past few years, many small businesses in the U.S. have gone under and many others have downsized their operations. In order to survive, a small business must do its best to improve its competitive edge. To do so, one applaudable way is to establish and utilize the marketing information system MKIS. The MKIS has been known to create competitive advantage for companies in various industries. This study surveys 1000 small U.S. companies to explore their overall status of MKIS usage. Generally speaking, small firms are not utilizing as much of the MKIS as the larger firms. They are not fully exploiting the latest information technologies to create competitive advantages. Many marketing managers in the firms are not satisfied with their MKISs. As the global market becomes increasingly competitive, it is vital to small firms to improve their MKIS usage in the near future. Otherwise, many of them are likely to go under in the next wave of economic recession
{"title":"Marketing information systems in small companies","authors":"Eldon Y. Li","doi":"10.4018/IRMJ.1997010102","DOIUrl":"https://doi.org/10.4018/IRMJ.1997010102","url":null,"abstract":"For the past few years, many small businesses in the U.S. have gone under and many others have downsized their operations. In order to survive, a small business must do its best to improve its competitive edge. To do so, one applaudable way is to establish and utilize the marketing information system MKIS. The MKIS has been known to create competitive advantage for companies in various industries. This study surveys 1000 small U.S. companies to explore their overall status of MKIS usage. Generally speaking, small firms are not utilizing as much of the MKIS as the larger firms. They are not fully exploiting the latest information technologies to create competitive advantages. Many marketing managers in the firms are not satisfied with their MKISs. As the global market becomes increasingly competitive, it is vital to small firms to improve their MKIS usage in the near future. Otherwise, many of them are likely to go under in the next wave of economic recession","PeriodicalId":44735,"journal":{"name":"Information Resources Management Journal","volume":"10 1","pages":"27-35"},"PeriodicalIF":1.4,"publicationDate":"1997-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70477009","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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