Satisfaction with employee relationship management systems: the impact of usefulness on systems quality perceptions

Abstract

The ability to effectively manage external customer satisfaction through IT-based Customer Relationship Management systems (CRM) is well documented in the literature. The concept of applying such technologies in Business to Employee relationships to manage the firm's relationships with its employees is not. By extending the CRM paradigm to consider the service of internal customers, we characterize the emergent concept of Employee Relationship Management systems (ERM) for investigation. We find that employee satisfaction with ERM systems designed to provide access to benefits and other important employee services is largely a function of systems quality perceptions, as moderated by employee perceptions of system usefulness. Specifically, we believe our results suggest that high-quality systems implementations will not produce high degrees of employee satisfaction with ERM systems unless such systems are also found by the employee to be highly useful for their intended purpose. This highlights the critical role of accurate assessments of user requirements matched to specific needs from human resources-based systems support in the analysis phase of system design.

Keywords:

• CRM
• self-service
• services quality
• services satisfaction
• HR systems

Additional information

Notes on contributors

Yang Yang

Yang Yang received the Ph.D. in Management Information Systems from the Fogelman College of Business and Economics. Her research has appeared in the proceedings of the Americas Conference for Information Systems and eService Journal. She is a technical analyst for First Horizon Corporation.

Thomas F Stafford

Thomas F. Stafford is Associate Professor of Management Information Systems in the Fogelman College of Business and Economics at University of Memphis. He services as Editor-in-Chief of ACM's Data Base for Advances in Information Systems, and has published in Decision Sciences, European Journal of Information Systems and IEEE Transactions on Engineering Management.

Mark Gillenson

Mark Gillenson is Professor of Management Information Systems in the Fogelman College of Business and Economics at University of Memphis. Gillenson has written three books on database management, and has published in MIS Quarterly, Communications of the ACM and Information & Management. Gillenson is Associate Editor for Journal of Database Management.