Based on the customer value theory, this paper studies the relationship between user participation in enterprise system improvement and perceived service value of enterprise systems in organizations. Survey results from 220 employees in a large-scale industrial enterprise reveal that user participation in system improvement has direct positive impacts on perceived service value. Furthermore, user participation in system improvement also contributes to the enhancement of information service quality and the reduction of non-monetary sacrifice, which both impact on users’ perceived service value even after controlling for individual variables such as users’ age, education, and IT-related education. This paper contributes to the theory on whether user participation matters in the process of enterprise system improvement. Our findings can also encourage managerial practitioners to explore user participation in organizations.
enterprise system improvement, perceived service value, user participation, information service quality, non-monetary sacrifice
ISBN: [978-1-86435-644-1]; Full paper
Ding, Fang and Liu, Biao, "Effects Of User Participation In Enterprise System Improvement On The Service Value Perceived By Users" (2011). PACIS 2011 Proceedings. 55.