Understanding Postadoptive Behaviors in Information Systems Use: A Longitudinal Analysis of System Use Problems in the Business Intelligence Context

For an organization to gain maximum benefits from a new information system (IS), individual users in the organization must use it effectively and extensively. To do so, users need to overcome many problems associated with their system use in order to integrate the new IS into their work routines. Much remains to be learned about the types of problems that users encounter in using the new system, in particular, the root causes of system use problems and how they relate to and co-evolve with the problems over time. In this study, we seek to develop a comprehensive and dynamic view of system use problems in organizations. Using a combined method of revealed causal mapping and in-depth network analysis, we analyze nine-month archival data on user-reported problems with a new business intelligence application in a large organization. Our data analysis revealed seven emergent constructs of system use problems and causes, including reporting, data, workflow, role authorization, users' lack of knowledge, system error, and user-system interaction. The seven constructs were found to interact differentially across two usage phases (initial versus continued) and between two types of users (regular versus power user). This study contributes to advancing our theoretical understanding of postadoptive IS use by focusing on its problematic aspect. This study also suggests useful methods for organizations to effectively monitor users' system use problems over time and thus guides organizations to effectively target mechanisms to promote the use of new technologies.

[1]  Arthur D. Shulman,et al.  Missing Organizational Linkages: Tools for Cross-Level Research , 2000 .

[2]  Ben Shneiderman,et al.  Determining Causes and Severity of End-User Frustration , 2004, Int. J. Hum. Comput. Interact..

[3]  Amit Das,et al.  Knowledge and Productivity in Technical Support Work , 2003, Manag. Sci..

[4]  Detmar W. Straub,et al.  Reconceptualizing System Usage: An Approach and Empirical Test , 2006, Inf. Syst. Res..

[5]  Dale Goodhue,et al.  Task-Technology Fit and Individual Performance , 1995, MIS Q..

[6]  Ryad Titah,et al.  Information System Use - Related Activity: An Expanded Behavioral Conceptualization of Individual-Level Information System Use , 2007, Inf. Syst. Res..

[7]  Heshan Sun,et al.  Adaptive System Use; An Investigation at the System Feature Level , 2008, ICIS.

[8]  Robert W. Zmud,et al.  The Nature and Determinants of IT Acceptance, Routinization, and Infusion , 1993, Diffusion, Transfer and Implementation of Information Technology.

[9]  J. Mathieu,et al.  The influence of shared mental models on team process and performance. , 2000, The Journal of applied psychology.

[10]  Ronald E. Rice,et al.  Technology Adaptation: The Case of a Computer-Supported Inter-Organizational Virtual Team , 2000, MIS Q..

[11]  Ronald E. Rice,et al.  Information Technology: Analyzing Paper and Electronic Desktop Artifacts , 2014 .

[12]  T. Davenport.  Putting the enterprise into the enterprise system. , 1998, Harvard business review.

[13]  William R. King,et al.  Impacts of End-User and Information Center Characteristics on End-User Computing Support , 1994, J. Manag. Inf. Syst..

[14]  Sean Xin Xu,et al.  Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use , 2011, Manag. Sci..

[15]  E. Clemons,et al.  Newly vulnerable markets in an age of pure information products: an analysis of online music and online news , 2002, Proceedings of the 35th Annual Hawaii International Conference on System Sciences.

[16]  Christopher L. Carr,et al.  Reciprocity , 2006, Commun. ACM.

[17]  W. Orlikowski,et al.  Windows of Opportunity: Temporal Patterns of Technological Adaptation in Organizations , 2011 .

[18]  Robert W. Zmud,et al.  A Comprehensive Conceptualization of Post-Adoptive Behaviors Associated with Information Technology Enabled Work Systems , 2005, MIS Q..

[19]  Deborah J. Armstrong,et al.  Causal Mapping for Research in Information Technology , 2005 .

[20]  Michael J. Gallivan,et al.  ORGANIZATIONS: A MULTILEVEL PERSPECTIVE , 2007 .

[21]  Kay M. Nelson,et al.  Understanding Software Operations Support Expertise: A Revealed Causal Mapping Approach , 2000, MIS Q..

[22]  H. Bernard,et al.  Data Management and Analysis Methods , 2000 .

[23]  L. Freeman.  Centrality in social networks conceptual clarification , 1978 .

[24]  Ning Nan,et al.  Capturing Bottom-Up Information Technology Use Processes: A Complex Adaptive Systems Model , 2011, MIS Q..

[25]  Gordon B. Davis,et al.  User Acceptance of Information Technology: Toward a Unified View , 2003, MIS Q..

[26]  Ronald E. Rice,et al.  Technology adaption: the case of a computer-supported inter-organizational virtual team 1 , 2000 .

[27]  Diane M. Strong,et al.  Enterprise systems, knowledge transfer and power users , 2004, J. Strateg. Inf. Syst..

[28]  Paul R. Carlile,et al.  A Pragmatic View of Knowledge and Boundaries: Boundary Objects in New Product Development , 2002, Organ. Sci..

[29]  Barbara Wixom,et al.  Antecedents of Information and System Quality: An Empirical Examination Within the Context of Data Warehousing , 2005, J. Manag. Inf. Syst..

[30]  Sim Kim Lau,et al.  Information Technology Help Desk Survey: To Identify the Classification of Simple and Routine Enquiries , 2007, J. Comput. Inf. Syst..

[31]  Herbert Halbercht.  Interview with: R. E. McDonald , 1977 .

[32]  E. Salas,et al.  Shared mental models in expert team decision making. , 1993 .

[33]  Helmut Krueger,et al.  In pursuit of desktop evolution: User problems and practices with modern desktop systems , 2004, TCHI.

[34]  Peter Drucker,et al.  A Brief History of Decision Support Systems , 2006 .

[35]  Ronald E. Rice,et al.  Organizations and Unusual Routines: A Systems Analysis of Dysfunctional Feedback Processes , 2010 .

[36]  Robert P. Bostrom,et al.  MIS Problems and failures: a sociotechnical perspective part I: the cause , 1977 .

[37]  Stanley Wasserman,et al.  Social Network Analysis: Methods and Applications , 1994 .

[38]  J. Ruiz Moreno.  [Organizational learning]. , 2001, Revista de enfermeria.

[39]  Donald A. Norman,et al.  Design rules based on analyses of human error , 1983, CACM.

[40]  Viswanath Venkatesh,et al.  Model of Acceptance with Peer Support: A Social Network Perspective to Understand Employees' System Use , 2009, MIS Q..

[41]  Michael J. Davern,et al.  Measuring the effects of business intelligence systems: The relationship between business process and organizational performance , 2008, Int. J. Account. Inf. Syst..

[42]  J. Warfield,et al.  The problematique: evolution of an idea , 1999 .

[43]  M. Lombard,et al.  Content Analysis in Mass Communication: Assessment and Reporting of Intercoder Reliability , 2002 .

[44]  Thilini Ariyachandra,et al.  Data warehouse governance: best practices at Blue Cross and Blue Shield of North Carolina , 2004, Decis. Support Syst..

[45]  Radhika Santhanam,et al.  Postimplementation Knowledge Transfers to Users and Information Technology Professionals , 2007, J. Manag. Inf. Syst..

[46]  David James Power,et al.  A brief history of decision support systems , 2003, WWW 2003.

[47]  Malcolm Munro,et al.  Assessing User Competence: Conceptualization and Measurement , 2000, Inf. Syst. Res..

[48]  John A. List,et al.  Editorial Statement: Behavioral Economics , 2011, Manag. Sci..

[49]  Marie-Claude Boudreau,et al.  Enacting Integrated Information Technology: A Human Agency Perspective , 2005, Organ. Sci..

[50]  P BostromRobert,et al.  MIS Problems and failures a socio-technical perspective part II , 1977 .

[51]  David G. Novick,et al.  Toward a more accurate view of when and how people seek help with computer applications , 2007, SIGDOC '07.

[52]  Richard Baskerville,et al.  Generalizing Generalizability in Information Systems Research , 2003, Inf. Syst. Res..

[53]  Peter A. Todd,et al.  Assessing IT usage: the role of prior experience , 1995 .

[54]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[55]  Jeanne W. Ross,et al.  Learning to Implement Enterprise Systems: An Exploratory Study of the Dialectics of Change , 2002, J. Manag. Inf. Syst..

[56]  Anne Beaudry,et al.  Understanding User Responses to Information Technology: A Coping Model of User Adaption , 2005, MIS Q..

[57]  Joyce J. Elam,et al.  A Comparative Study of How Experts and Novices Use a Decision Aid to Solve Problems in Complex Knowledge Domains , 1992, Inf. Syst. Res..