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

Authors:
Eric T. K. Lim;Shah Ling Pan;Chee Wee Tan
Affiliations:
School of Computing, National University of Singapore, Singapore;School of Computing, National University of Singapore, Singapore;Sauder School of Business, University of British Columbia, Vancouver, BC, Canada
Venue:
European Journal of Information Systems - Special issue: Making enterprise systems work
Year:
2005

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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 counterproductive dissonances.