An Empirical Investigation on End-Users' Acceptance of Enterprise Systems

Nah, Fiona Fui‐Hoon; Tan, Xin; Teh, Soon Hing

doi:10.4018/irmj.2004070103

Cited by 178 publications

(173 citation statements)

References 43 publications

(54 reference statements)

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“…When IT use is obligatory in organizations, users have to use the technology even if they have mentally rejected it (Seddon 1997). But, the dissonance between users' mental state and their actual behavior will result in rote and superficial use (Nah et al 2004). As a result, CSEs' extended use of OCRM technology will be low as they will engage in such use only when they mentally accept the technology (Jasperson et al 2005).…”

Section: Antecedents Of Extended Use: Quality Signalsmentioning

confidence: 99%

Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use

2011

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H ow can firms extract value from already-implemented information technologies (IT) that support the work processes of employees? One approach is to stimulate employees to engage in post-adoptive extended use, i.e., to learn and apply more of the available functions of the implemented technologies to support their work. Such learning behavior of extending functions in use is ingrained in a process by which users make sense of the technologies in the context of their work system. This study draws on sensemaking theory to develop a model to understand the antecedents, contingencies, and consequences of customer service employees' extended use of customer relationship management (CRM) technologies. The model is tested using multisource longitudinal data collected through a field study of one of the world's largest telecommunications service providers. Our results suggest that employees engage in post-adoptive sensemaking at two levels: technology and work system. We found that sensemaking at both of these levels impacts the extended use of CRM technologies. Employees' sensemaking at the technology level is influenced by employees' assessment of technology quality, whereas employees' sensemaking at the work system level is influenced by customers' assessment of service quality. Moreover, in the case of low technology quality and low service quality, specific mechanisms for employee feedback should be conceptualized and aligned at two levels: through employee participation at the technology level and through work system coordination at the work system level. Such alignment can mitigate the undesirable effect of low technology quality and low service quality, thereby facilitating extended use. Importantly, we found that extended use amplifies employees' service capacity, leading to better objective performance. Put together, our findings highlight the critical role of employees' sensemaking about the implemented technologies in promoting their extended use of IT and improving their work performance.

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Section: Antecedents Of Extended Use: Quality Signalsmentioning

confidence: 99%

Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use

2011

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“…Before administration, the survey questionnaire was examined for face validity by a panel of academic experts and pilot-tested separately. Perceived ease of use (PEU), perceived usefulness (PU), and willingness to embrace new technology (WILL) were each measured separately through 3-item scales respectively (Nah et al 2004). Because we were interested in measuring individual-level entrepreneurial orientation in a technology context, we used a 6-item scale derived from Stone and Good (2004).…”

Section: Methodsmentioning

confidence: 99%

Individual entrepreneurial orientation role in shaping reactions to new technologies

et al. 2015

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Considerable research has been undertaken to explain and predict user acceptance of novel technologies at work. Although theoretical and empirical support has accumulated in favor of the powerful and parsimonious explanation provided by the Technology Acceptance Model (TAM), key knowledge voids remain. One factor that may be related to the adoption of new technologies, but has remained unexplored in the TAM literature, is the proclivity to behave entrepreneurially, known nominally as individual entrepreneurial orientation. The purpose of the present study is to investigate the role of individual entrepreneurial orientation in facilitating technology adoption under mandated conditions. Predictions are tested using survey data collected from knowledge workers required to use a new technology. Research directions and implications are discussed.

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“…Table 1 presents a partial list of studies that have utilized TAM in investigating users' acceptance of ERP systems. While TAM has explained ERP acceptance across multiple studies, other studies suggest that TAM's main constructs (i.e., perceived ease of use and perceived usefulness) cannot sufficiently explain ERP acceptance (Nah et al, 2004). Calisir & Calisir (2004) Perceived usefulness, perceived ease of use, learnability, system capability, user guidance.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Garača, 2011;Mayeh, Ramayah, & Mishra, 2016;Zabukovsek & Bobek, 2013). While past studies provide valuable insights into understanding users' ERP acceptance, other factors and theoretical frameworks might offer valuable insights into users' perceptions of ERP systems (Hwang & Grant, 2011;Nah et al, 2004). Thus, research aimed offering new insights to understanding users' acceptance and adoption of ERP systems is vital for understanding and improving ERP success.…”

Section: Introductionmentioning

confidence: 99%

“…Similarly, users' perceptions of an ERP system can have a great impact on the degree to which the ERP implementation efforts succeed or fail (Abdinnour-Helm, LengnickHall, & Lengnick-Hall, 2003;Hwang & Grant, 2011;Longinidis & Gotzamani, 2009). Consequently, the lack of users' acceptance and under-utilization of ERP systems have been consistently identified as key factors contributing to the failure of ERP implementations and the inability of businesses to recoup the investments that were made in these systems (Nah, Tan, & Teh, 2004). Therefore, researchers have consistently called for increased attention to individual and behavioral factors that can boost or hamper users' perceptions and acceptance and utilization of ERP systems.…”

Section: Introductionmentioning

confidence: 99%

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Acceptance of ERP Systems: The Uses and Gratifications Theory Perspective

Hasan¹

2017

InformingSciJ

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Aim/PurposeThis study aims to provide a better understanding of individual acceptance of enterprise resource (ERP) systems. Based on the uses and gratifications theory (UGT) and informing science theory, the study developed and empirically tested a research model to explain the effects of ERP characteristics (specifically, informativeness and enjoyment) on ERP acceptance and use. Background Individual acceptance of ERP systems is crucial for achieving the benefits associated with ERP systems. Unfortunately, little research has focused on acceptance of ERP systems at the individual level. This study attempts to fill this void. Methodology A survey questionnaire was distributed to ERP users to collect data to empirically test the research model developed in this study. In addition to demographic and background information question, the survey contained instruments to measure the study variables. ContributionThe empirical results show that UGT provides a sound theoretical framework for explaining users' gratifications, attitudes, and behavioral intentions toward adopting and using an ERP. These results support the view that subsumes information systems and other fields that endeavor to inform their audience. Findings Individuals' perceptions of the informativeness and entertainment of ERP systems demonstrated strong direct effects on attitude toward using and satisfaction with ERP systems. In turn, satisfaction with ERP systems showed a direct significant impact on intention to use an ERP system. Recommendations for PractitionersMaintaining a favorable environment and designing training workshops that highlight the information and enjoyment aspects of an ERP can boost users' perceptions of ERP informativeness and enjoyment and, eventually, improve their attitude and satisfaction with an ERP. Recommendation for ResearchersResearchers should test the proposed research model with other types of ERP systems and in different environments to enhance the generalizability of the results to other systems and settings.

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An Empirical Investigation on End-Users' Acceptance of Enterprise Systems

Cited by 178 publications

References 43 publications

Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use

Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use

Individual entrepreneurial orientation role in shaping reactions to new technologies

Acceptance of ERP Systems: The Uses and Gratifications Theory Perspective

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