Managing user acceptance towards enterprise resource planning (ERP) systems – understanding the dissonance between user expectations and managerial policies

Abstract

Discourse on enterprise resource planning (ERP) systems acceptance is rife among MIS scholars as they seek to comprehend the underlying psychological and environmental factors influencing user adoption behavior. Researchers are especially keen to understand why the utilization of ERP among organizational members often remains at a perfunctory level. As such, the objective of this case study on GlobalMNC's SAP implementation experience hopes to address this concern by exploring ERP users' motivational dynamics from an Expectancy perspective. Specifically, this article investigates the components of Effort-Performance Expectancy, Performance-Outcome Instrumentality and Outcome Valence as experienced by ERP users and the potential managerial actions affecting each corresponding motivational factor that may result in counter-productive dissonances.

Keywords:

• ERP systems
• expectancy theory
• expectancy
• instrumentality
• valence

Acknowledgements

We are grateful to the special issue editors and three anonymous reviewers for their invaluable comments and suggestions in improving the paper.

Additional information

Notes on contributors

Eric T K Lim

About the authors

Eric T.K. Lim is a graduate student in the School of Computing, National University of Singapore. His research interests include e-Learning, e-Government, Enterprise Systems, Knowledge Management and Strategic Management of Public Relations. His research has been presented at several international conferences such as the European Conference on Information Systems (ECIS), the IFIP 8.2 Working Conference, the Hawaii International Conference on System Sciences (HICSS) and the Academy of Management Meeting (AoMM). He has also published in several academic Journals such as the Journal of the American Society for Information Science and Technology (JASIST), the Journal of Information and Knowledge Management (JIKM), the Journal of Global Information Management (JGIM), and Decisions Support Systems (DSS).

Shan Ling Pan

Dr. Shan L Pan is an Assistant Professor and the coordinator of Knowledge Management Laboratory in the Department of Information Systems of School of Computing at the National University of Singapore (NUS). Dr. Pan's primary research focuses on the recursive interaction of organizations and information communication and technology (ICT). Dr. Pan's research work has been published in IEEE Transaction on Engineering Management (IEEE TOEM); Journal of the American Society for Information Systems and Technology (JASIST); IEEE Transactions on Systems, Man, and Cybernetics (IEEE SMC); IEEE Transactions on Information Technology in Biomedicine (IEEE T-ITB); Journal of the Academy of Marketing Studies (JAMS); European Journal of Operational Research (EJOR); Communications of ACM (CACM); Information and Organization (I&O); Journal of Strategic Information Systems (JSIS); Journal of Organizational Computing and Electronic Commerce (JOCEC); European Journal of Information Systems (EJIS); Decision Support Systems (DSS); Journal of the Operational Research Society (JORS); DATA BASE for Advances in Information Systems (DATA BASE); and International Journal of Information Management (IJIM).

Chee Wee Tan

Chee-Wee Tan is currently a PhD candidate in the Sauder School of Business, University of British Columbia after completing his master degree from the School of Computing, National University of Singapore. His research interests span across various socioeconomic phenomena such as e-government, enterprise systems and knowledge management. In particular, he has delved extensively into the management of stakeholder relations within e-government systems. In addition to his papers appearing in a number of international conferences such as the Americas Conference on Information Systems (AMCIS), the Hawaii International Conference on System Sciences (HICSS), the Academy of Management Meeting (AoMM), European Conference on Information Systems (ECIS), and the IFIP 8.2 Working Conference, his work has also been published in the Journal of the American Society for Information Science and Technology (JASIST), the European Journal of Information Systems (EJIS), the Journal of Global Information Management (JGIM), Decision Support Systems (DSS), and the International Journal of Information Management (IJIM).