A Multilevel Approach to Examine Employees Loyal Use of ERP Systems in Organizations

Author List: Yen, HsiuJu Rebecca; Hu, Paul Jen-Hwa; Hsu, Sheila Hsuan-Yu; Li, Eldon Y.;
Journal of Management Information Systems, 2015, Volume 32, Issue 4, Page 144-178.
A successful enterprise resource planning (ERP) system ultimately requires loyal useÑproactive, extended use and willingness to recommend such uses to othersÑby employees. Building on interactional psychology literature and situational strength theory, we emphasize the importance of psychological commitment, in addition to behavioral manifestation, in a multilevel model of loyal use. Our empirical test of the model uses data from 485 employees and 166 information system professionals in 47 large Taiwanese organizations. Individual-level analyses suggest that perceived benefits and workload partially mediate the effects of perceived information quality (IQ) and system quality (SQ) on loyal use. Cross-level analyses show that IQ at the organizational level alleviates the negative effect of an employee's perceived workload on loyal use; organization-level SQ and service-oriented organizational citizenship behaviors (SOCBs) of internal information systems staff reduce the influence of employees' perceived benefits. Overall, our findings suggest that IQ, SQ, and SOCBs at the organizational level influence employees' loyal use in ways different from their effects at the individual level, and seem to affect individuals' costÐbenefit analyses. This study contributes to extant literature by considering the SOCBs of the internal information systems group that have been overlooked by most prior research. Our findings offer insights for managers who should find ways to create positive, salient, shared views of IQ, SQ, and SOCBs in the organization to nourish and foster employees' loyal use of an ERP system, including clearly demonstrating the system's utilities and devising viable means to reduce the associated workload. > >
Keywords: information quality ;loyal use; multilevel analysis ;perceived benefits ;perceived workload ;service-oriented organizational citizenship ;behaviors system quality
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#251 0.150 implementation erp enterprise systems resource planning outcomes support business associated understanding benefits implemented advice key implementing scope functional post-implementation implementations
#174 0.113 use support information effective behaviors work usage examine extent users expertise uses longitudinal focus routine revealed volume constructs contributes operations
#200 0.096 banking bank multilevel banks level individual implementation analysis resistance financial suggests modeling group large bank's services levels national data early
#298 0.096 job employees satisfaction work role turnover employee organizations organizational information ambiguity characteristics personnel stress professionals conflict organization intention variables systems
#173 0.092 effect impact affect results positive effects direct findings influence important positively model data suggest test factors negative affects significant relationship
#121 0.087 human awareness conditions point access humans images accountability situational violations result reduce moderation gain people features presence increase uses means
#285 0.079 effects effect research data studies empirical information literature different interaction analysis implications findings results important set large provide using paper
#1 0.066 organizational organizations effectiveness factors managers model associated context characteristics variables paper relationships level attention environmental technological based maturity organization's relationship
#75 0.055 behavior behaviors behavioral study individuals affect model outcomes psychological individual responses negative influence explain hypotheses expected theories consequences impact theory