Means-end chains as goal hierarchies

Abstract

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Stakeholder Perception of Enterprise Architecture

“…These objectives are potentially conflicting [5], and may not help to meet the organizational objectives [10]. However, regarding the attributes of the products and the services of the EA function, each stakeholder expects these to help achieve their goals [13].…”

“…In customer service literature, cognitive maps are used to study stakeholder expectations and to evaluate their satisfaction [16]. Personal cognitive structures typically show the sequence of conscious and unconscious acts directed toward goal achievement [13]. They contain hierarchically related sets of elements across levels of abstraction; highvisible, short-term goals and low-visible, long-term goals [18].…”

“…They contain hierarchically related sets of elements across levels of abstraction; highvisible, short-term goals and low-visible, long-term goals [18]. For example, the cognitive map of a student may reveal that the high-visible, short-term act of drinking coffee helps in achieving the low visibility, long term goal of obtaining a master degree; drinking coffee allows the student to stay awake, study longer, and get better grades [13]. Stakeholder groups typically differ in the goals they pursue, and therefore have different dominant logics and cognitive schemas [19].…”

“…The willingness of EA stakeholders to participate in the EA function depends on their satisfaction with its performance, which is determined by the degree in which they perceive their expectations about the EA function to be met [12]. EA stakeholders expect the consequences of the EA function's products and services [5] to help them achieve their goals [13]. In order to effectively work together with EA stakeholders, architects should have a good understanding of those goals.…”

“…In order to build the EA stakeholders mind map, we used techniques taken from consumer research [13] to get an understanding of the way in which EA stakeholders see the EA function. This mind map allows architects to better understand the EA stakeholder's perspective and subsequently improve the collaboration with them.…”