Modeling User Training and Support for Information Technology Implementations: A Bayesian Test of Competing Models

Authors:
Neal G. Shaw;Vikram Sethi;Anand Jeyaraj;Kevin Duffy
Affiliations:
Independent Consultant, USA;Wright State University, USA;Wright State University, USA;Wright State University, USA
Venue:
Information Resources Management Journal
Year:
2010

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Abstract

Information technology implementations continue to be significant endeavors for both research and practice. Although prior studies have extensively examined user training and user support, a consensus is lacking on their conceptualizations. Prior research has argued for direct, as well as indirect, effects of user training and user support on perceived benefits while appealing to different theoretical perspectives. This study clarifies the roles of user training and user support in information technology implementations using data on 302 software implementations. Using a Bayesian model comparison strategy, the authors found that the effects of user training and user support on perceived benefits are mediated by individuals' perceptions regarding the characteristics of the information technologies. These findings suggest that user training and user support should be treated as enablers in process of implementing information technologies.