The Impact of Information System Personnel Skill Discrepancies on Stakeholder Satisfaction

System development efforts depend to a large degree upon how well information systems (IS) managers, IS specialists, and IS users work together in a project team structure. Yet, these individuals frequently work under different perceptions about matters of importance to development, management, and success. This paper introduces a framework for examining IS specialists' skill requirements from a multiple‐stakeholder perspective. Derived from discrepancy theory, the framework concedes that different stakeholders hold a variable set of expectations for IS personnel skill levels as well as a perception of skills held by IS personnel. We examine differences in expectation and performance expressed by each group and describe the impact of the discrepancy on user satisfaction, career satisfaction of IS specialists, and on job performance evaluations by IS managers. Results confirm that a discrepancy between an IS specialist's expectations of skill and their perceived skill self‐proficiency impacts career satisfaction. Similar relations hold for IS managers and users. Since different stakeholders may hold different perceptions, satisfaction of all parties becomes problematic unless a common frame of reference can be determined.     

Decisions to Outsource Information Systems Functions: Testing a Strategy-Theoretic Discrepancy Model

In recent years, the decision to outsource information systems (IS) functions has become a viable strategic alternative in managing the increasingly complex IS functions. In this study, the IS outsourcing phenomenon is conceptualized as a strategic decision in the organization. Drawing on resource-based theories, resource dependence theories, and other theories of strategic management, a discrepancy model of this decision is developed. Relationships between a number of strategy-theoretic factors and the IS outsourcing decision are hypothesized. These factors include IS resource performance discrepancies manifested in the form of gaps in information quality, IS support quality, IS cost effectiveness and financial performance, as well as the strategic orientation of the firm. Results of the study indicate that, while cost consideration and the firm's financial performance are not associated with the IS outsourcing decision, difficulties in providing good information outputs and IS support services are associated with the decision. Overall, the findings suggest that the current trend toward outsourcing represents a continuing evolution of the IS function as it attempts to fulfill its traditional mission of providing high quality information resource to the firm. When the performance of the delivered resource begins to slip in the current environment of rising expectation and technological complexity, outsourcing may become a strategic response of necessity. The paper concludes with a discussion of the implications of the results for practicing managers and suggestions for future research.     

Team flexibility's relationship to staffing and performance in complex projects: An empirical analysis

We examine the role of flexibility in project team effectiveness. Specifically, we hypothesize that (1) it will mediate the relationship between staffing quality and effectiveness and (2) its relationship with team effectiveness will be moderated by project complexity, where more flexibility will be required when projects are complex. Hypotheses are tested using data collected from 60 cross-functional project teams. The results indicated that flexibility mediates the relationship between staffing quality and team performance (goal achievement and cohesion, but not project efficiency). Additionally, we find that two-dimensions of project complexity moderate the flexibility–performance relationship. Specifically, the more alternatives a team must consider, the stronger the negative relationship between flexibility and project efficiency is. The flexibility–cohesion relationship also was moderated, such that the relationship is more positive when the project is more ambiguous and more negative when the project team faces many alternatives. Implications for research and practice are discussed.     

Swiftness and Intensity of Administrative Innovation Adoption: An Empirical Study of TQM in Information Systems

Considerable attention has been directed toward developing a more complete understanding of innovation adoption by Information Systems (IS) departments. Much of this research has focused on the adoption of technological innovations, and limited research has focused on the adoption of administrative innovations. This paper focuses on an administrative innovation that is increasingly becoming popular among IS departments, namely Total Quality Management (TQM) in systems development. A synthesis of the IS innovation and TQM literatures was conducted to identify environmental, organizational, and task‐related factors that should relate to both the swiftness and the intensity of TQM adoption. The relationships between the identified variables and TQM adoption were examined using data collected from 123 IS departments in Fortune 1000 firms and large government agencies in the U.S. The results indicate that TQM adoption in systems development is influenced by the host organization's quality orientation and factors internal to the IS department including IS management support for quality, the presence of a separate quality assurance function, and the structural complexity of the IS department. Implications of this study for theory, future research, and practice are discussed.     

Exploring the relationship of leadership skills and knowledge to leader performance

The criterion-related validity of constructed response measures of complex problem-solving skills, social judgment skills, and leader knowledge is examined with respect to two criteria of leader effectiveness: leader achievement and quality of solutions to ill-defined leadership problems. Core aspects of the leader capabilities model are tested using these measures in a series of hierarchical regression analyses. Results indicate that constructed response measures of key leader capabilities account for variance in leader effectiveness and provide initial validation evidence for a central part of the theoretical model. The problem-solving, social judgment and knowledge measures account for significant variance in leadership criteria beyond that accounted for by cognitive abilities, motivations, and personality. Initial evidence also suggests that complex problem-solving skills, social judgment and leader knowledge partially mediate the relationship of cognitive abilities, motivation and personality to leader effectiveness. Implications and generalizability of the results are discussed in light of a related civilian leadership study conducted within the U.S. Department of Defense.     

A zero-one goal programming approach for information system project selection

This paper presents a multi-objective model that can be used to help information systems (IS) managers decide which IS projects should be selected for development and implementation in a constrained resource environment. Developed to overcome the problems observed in currently used IS selection procedures, the model presented in this paper can be used to make decisions when IS selection goals are conflicting and measured in incommensurable units. To illustrate the use of this multi-objective approach to model IS project selection, a corporate resource allocation problem is developed and solved. Comparative results with currently used scoring and ranking methods reveals the superiority of the proposed multi-objective model.     

A Psychometric Evaluation of the Expectations,Perceptions, and Difference‐Scores Generated by the IS‐Adapted SERVQUAL Instrument

This article describes the results of a study assessing the psychometric properties of the expectations and perceptions‐of‐performance instruments and the difference‐score data contained within the information systems (IS)‐Adapted SERVQUAL measurement paradigm. The central claim of this study is: In order for rational inferences to be made about service expectations, service performance perceptions, or the gap between them, each of the two instruments must exhibit reasonable psychometric properties in isolation before difference‐scores are taken. Analysis of data from a field study (N= 401) through structural equation modeling (SEM) techniques produces empirical evidence indicating that both of the instruments exhibit low psychometric quality and yet the difference‐scores exhibit “psychometric inflation.” That is, the quality of the difference‐score data is in many ways apparently superior to the raw data from both instruments. Negative conclusions are reached as to the efficacy of either individual instrument and, thus, the full IS‐Adapted SERVQUAL paradigm. Questions and prospects for further research in this important area of service quality measurement/management are presented, and a potentially rich future for IS service quality is outlined. It is strongly suggested that future IS service quality research be based on development of a new instrument, grounded in attributes endemic to IS services and developed using the best available development techniques.     

Empirically Testing the Relationship Between End-User Computing Problems and Information Center Success Factors

End-user computing (EUC) has been a significant organizational phenomenon for more than two decades and remains critically important with the rapid introduction of new technologies (e.g., client-server architectures, internet and intranet applications). Although EUC is a mature concept, it is apparent that end users do not become independent over time, but instead require additional resources and support. One widely employed support mechanism is the Information Center (IC). This study surveyed the internal auditor and the information systems (IS) director in each of 185 organizations. The internal auditors provided responses on the severity of EUC problems in their organizations, and the IS directors supplied information on their firms' performance on the IC critical success factors (CSFs) proposed by Magal, Carr, and Watson (1988). Results show that stronger IC performance is indeed inversely related to the severity of EUC problems encountered by the organization. Specifically, the study's findings show that to have the greatest impact on EUC problems, IC managers should concentrate on clearly defining the IC's mission; establish standards and controls; monitor, coordinate, and help users prioritize applications development; and be responsive to user requests.     

Investigating the Level of End‐User Development and Involvement Among Time‐Based Competitors

As global markets and technology change, time‐based competitors create product development and manufacturing practices that reduce response time and enhance customization capabilities. These practices require an information‐rich internal environment that is capable of flexible resource deployment and direct and continuous feedback. To build this environment, time‐based competitors are developing end‐user capabilities and involving them in information systems (IS) activities. Data collected from 265 manufacturers were used to determine if firms with high levels of time‐based product development and time‐based manufacturing practices also have high levels of end‐user involvement in IS‐related activities, end‐user training effectiveness, and end‐user computing skills. The results of this study support that contention.     

Development and Measurement Validity of a Task-Technology Fit Instrument for User Evaluations of Information System

Although many researchers have raised concerns about the lack of theoretical underpinnings for the user evaluation construct and the lack of measurement validity for specific instruments measuring it, the construct is still widely used in IS research. This paper reports on the development and measurement validity of a diagnostic tool used in recently published research to evaluate an organization's overall information systems and services. A distinctive feature of this instrument is that it is conceptually based on the task-technology fit theory in which the correspondence between information systems functionality and task requirements leads to positive user evaluations, and positive performance impacts. Specifically, the instrument development was guided by a task model of managerial decision making using recorded organizational information. This model suggested the different information systems functionalities required by users for that task, which then serve as the basis for a “task-technology fit” (TTF) instrument. The instrument thus measures the degree to which an organization's information systems and services meet the information needs of its managers. An extensive test of the measurement validity of the instrument is conducted using a sample of 357 users in 10 companies. It is found to have excellent reliability and discriminant validity for 12 dimensions of TTF, and also exhibits strong predictive validity. Finally, the instrument is compared to two other well-known user evaluation instruments. Though no single instrument can meet all needs, the instrument presented here should be considered an attractive option for researchers and practitioners seeking to measure the effectiveness of organizational information systems.     

Capability,Quality, and Performance of Offshore IS Vendors: A Theoretical Framework and Empirical Investigation

Information systems (IS) offshoring has become a widespread practice and a strategic sourcing choice for many firms. While much has been written by researchers about the factors that lead to successful offshoring arrangements from the client's viewpoint, the vendor's perspective has been largely scarce. The vendor perspective is equally important as offshore IS vendors need to make important decisions in terms of delivering operational and strategic performance and aligning their resources and processes in order to meet or exceed targeted outcomes. In this article, we propose and test a three‐level capability–quality–performance (CQP) theoretical framework to understand vendor outcomes and their antecedents. The first level of the framework represents three vendor capabilities: relationship management, contract management, and information technology management. The second level has three mediating variables representing process quality: partnership, service, and deliverable quality. The third level has three dependent variables representing vendor outcomes: operational performance, strategic performance, and satisfaction. The model was tested with 188 vendor firms from India and China, the two most popular destinations for IS offshoring. Results support the CQP framework; vendor capabilities are significant predictors of intermediate quality measures, which in turn affect vendor outcomes. Implications of the study findings to both theory development and IS offshore vendor strategic decision making are discussed.     

Global Measures of Information Service Quality: A Cross-National Study*

Maintaining consistently high quality information services (IS) is a powerful means of increasing the overall efficiency and effectiveness of a global enterprise. This study introduces a global Information Services Function (ISF) Quality Framework that outlines the importance of both behavioral and procedural dimensions in planning, implementing and evaluating global IS quality. Based on this framework, the study investigates the cross-national psychometric properties of a behavioral measure of service quality in the IS context. Using a cross-national survey of IS customers from Korea, Hong Kong, the United States and the Netherlands, perceived ISF service quality was measured using a service quality measure (SERVQUAL) to determine cultural affects. Based on confirmatory factor analysis, support was found for four of the original five SERVQUAL quality dimensions in the U.S.A. and the Netherlands. However, the same four-dimensional measurement model did not fit the Hong Kong and Korean samples. Further factor analysis showed that the Hong Kong and Korean samples shared a somewhat similar factor structure that differs from the shared U.S.A. and Netherlands structure. These findings support previous research that has found an “Asian factor'’with differing definitions of IS Service quality. These findings suggest that the feasibility of standardized global ISF measurement depends heavily on the relative magnitude of cultural effects. Rather than merely applying the U.S.A. ISF/SERVQUAL measure, a localized version of the instrument may need to be developed that captures the unique nature of ISF service perceptions in internationally based subsidiaries or companies.     

Resource constraints and information systems implementation in Singaporean small businesses

While the information systems (IS) literature has identified potential factors of IS implementation success, none has investigated the relative importance of these factors in the context of small businesses. Small businesses have very different characteristics from large businesses; notably, small businesses suffer from resource poverty. Without knowing the relative importance of key factors, small businesses may be expending their limited resources and energy on less important factors which have limited contribution to IS implementation success. This paper develops a resource-based model of IS implementation for small businesses based on Welsh and White's (Harv Bus Rev 59(4) (1981) 18–32) framework of resource constraints in small businesses and Attewell's (Organ Sci 3(1) (1992) 1–19) knowledge barrier theory. The model is then tested on a sample of 114 small businesses. The results show that small businesses with successful IS tend to have highly effective external experts, adequate IS investment, high users’ IS knowledge, high user involvement, and high CEO support. External expertise is the predominant key factor of IS implementation success in small businesses.     

An Instrument for Assessing the Organizational Benefits of IS Projects

This paper reports the development of an instrument to measure the organizational benefits of IS projects. The basis for this instrument was a published framework that suggests three categories of such benefits: strategic, informational, and transactional. In a cross-sectional study of 178 IS projects proposed and approved for development, this framework was operationalized and empirically tested using the measurement model of LISREL. The analysis culminated in the validation and refinement of the these categories. The final instrument offers items under three separate subdimensions of strategic benefits: competitive advantage, alignment, and customer relations. Informational benefits are similarly comprised of information access, information quality, and information flexibility. Finally, transactional benefits are also shown to be of three types: communications efficiency, systems development efficiency, and business efficiency. Implications of this multidimensional instrument for IS practitioners and researchers are discussed.     

Bringing IT Back: An Analysis of the Decision to Backsource or Switch Vendors

Whereas the decision to outsource information systems (IS) has been an important focus in IS research and practice, the decision to switch vendors or to backsource has received little attention. Evidence suggests that in practice, however, the decision to backsource or to switch vendors is becoming increasingly common as firms vie for ways to continue to cut information technology (IT) costs and improve IT service levels. This research specifically examines the factors associated with the decision to backsource or to switch vendors. Based on a sample of 160 IT managers involved with application development, we compare and contrast the perceptions of those who switched vendors, backsourced, or continued in an outsourcing relationship for application development. Our findings suggest that product quality, service quality, relationship quality, and switching costs are related to the decision to backsource application outsourcing. However, service and product quality did not influence the decision to switch vendors. Rather, firms that made the decision to switch vendors reported high levels of service and product quality but low levels of relationship quality and switching costs.     

A path analytic study of the effect of top management support for information systems performance

Information systems (IS) have become a vital component of an organization's competitive practices. Organizations have tried to differentiate themselves based on their use and adaptation of new information technology. Top management support (TMS) is a significant factor in influencing the effectiveness of the IS function in an organization. The literature has conceptually supported this notion, but empirical evidence has been sparse. This paper develops a two-tiered framework for studying the relationship between top management support, the IS function, and IS performance. This conceptual model was empirically tested using structural equation modeling based on data collected through a survey instrument. The results support the direct and indirect relationships depicted in the model between top management support and IS performance.     

An Examination of Procedural and Object-oriented Systems Analysis Methods: Does Prior Experience Help or Hinder Performance?*

Interest in object-oriented analysis (OOA) and object-oriented design (OOD) has expanded rapidly over the last several years. Proponents of OOA and OOD have called the shift to these methods “revolutionary” and have cited a number of impressive claims with respect to their use. However, empirical research investigating these claims remains in its infancy. Moreover, an examination of the literature reveals inconclusive and often conflicting results for OOA and OOD methods relative to traditional data and/or procedural techniques. This paper presents the results of an empirical study that examined both experienced and novice systems analysts using both procedural and object-oriented techniques. This research examined whether experience in using procedural methods helped or hindered performance using OOA and compared procedural and OOA methods on the subjective mental workload induced. A human problem-solving model adopted from Newell and Simon (1972) provided the theoretical framework for this study. Dependent variables include subjective mental workload, solution quality, time to perform task, and attitudinal measures. Although some of these dependent variables have been used in past research, we believe this is the first time that subjective mental workload (SMW) has been examined in an IS context. Our results indicate that both novice and experienced subjects demonstrate higher SMW when using OOA. In addition, as a group, novices prefer object-oriented techniques and find these techniques easier as compared to experienced subjects.     

Mikropolitisches Kompetenzmodell

The acquirement of and possessing competencies is a fundamental requirement to every executive. Micro-political competence constitutes uncharted waters. Therefore in the research project “Micro-politics and women’s career advancement competence” were, with regard to the category gender, pursued the question, whether micro-political competence are acquirable with the help of coaching, and whether it is beneficial for women’s career advancement. The outcome is the Micro-political Competence Model (MCM), which is the main topic of this paper. After an introduction in the study, the MKM is to be described theoretically and the four competence classes of Micro-political Competence will be defined. In the final empirical part benefit and practicability of the Model will be demonstrated, using the example of case studies.     

Understanding information systems infrastructure in engineering SMEs: A case study

The benefits of integrated enterprise-wide information systems (IS), such as Enterprise Resource Planning (ERP) systems, are widely accepted. The implementation of such systems in large organisations is established with many in their second or third generation. However, in small to medium-sized enterprises (SMEs) the maturity and extent of their IS infrastructure is less clear. In engineering SMEs, this infrastructure needs to support not only business processes but also the activities of design and manufacture.In this case study, our goal is to provide a better understanding of current IS infrastructure, the functional elements of IS infrastructure, integration and expenditures are explored in ten engineering SMEs. A model of IS functionality is developed and used to identify and classify functional elements within the firms and to compare and contrast the IS infrastructures. The findings are contrasted with the SME literature and conclusions and implications developed.