Abstract

In the Information Systems discipline, there is growing recognition of the importance of enterprise systems’ (ES) users. ES users have traditionally been categorized into operational, managerial, and strategic groups. However, organizational structures are beginning to transform, potentially resulting in changes to the demarcations between user groups. This research applies the case study approach to explore users in a contemporary ES environment. The preliminary analysis provides support to indicate that the boundaries between user groups are changing. In addition a preliminary typology was created, which resulted in the identification of eight different types of operational users. Therefore this research challenges the current theoretical treatment of operational users.

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