User liaisons’ perspective on behavior and outcome control in IT projects: Role of IT experience, behavior observability, and outcome measurability

Purpose – The purpose of this paper is to examine the extent to which user liaison behavior and outcome control influence the process performance of information technology (IT) projects and how the IT experience, behavior observability, and outcome measurability of user liaisons affect behavior and outcome control. Design/methodology/approach – A research model that integrates the IT experience, behavior observability, outcome measurability, behavior and outcome control, and performance from the perspective of user liaisons is developed. Quantitative data are obtained from 63 completed IT projects. Partial least squares technique is used to evaluate the measurement model. Hypotheses are tested through hierarchical regression analysis. Findings – User liaisons with high IT experience exhibit decreased behavior control but increased outcome control. The outcome control of user liaisons is effective in the process performance of IT projects, whereas their behavior control insignificantly affects performance....

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