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

• 成果类型: Article
• 署名作者: Yen, Hsiuju Rebecca; Hu, Paul Jen-Hwa; Hsu, Sheila Hsuan-Yu; Li, Eldon Y.
• 署名单位: National Tsing Hua University; Utah System of Higher Education; University of Utah; Tatung University; National Chengchi University
• 刊物名称: JOURNAL OF MANAGEMENT INFORMATION SYSTEMS
• ISSN/ISSBN: 0742-1222
• DOI: 10.1080/07421222.2015.1138373
• 发表日期: 2015
• 页码: 144-178
• 关键词: information-technology; QUALITY; success; models; usage; satisfaction; individuals; exploration; acceptance; validity

摘要

A successful enterprise resource planning (ERP) system ultimately requires loyal use-proactive, extended use and willingness to recommend such uses to others-by 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' cost-benefit 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.