Assimilation of Enterprise Information Systems: Knowledge Support from People and Systems

Sharath Sasidharan, Radhika Santhanam and Daniel Brass
Additional contact information
Sharath Sasidharan: School of Business, Emporia State University, Emporia, Kansas, USA
Radhika Santhanam: Michael F. Price College of Business, University of Oklahoma, Norman, OK, USA
Daniel Brass: Department of Management, University of Kentucky, Lexington, KY, USA

International Journal of Technology Diffusion (IJTD), 2017, vol. 8, issue 1, 18-32

Abstract: Prior research has indicated that employees rely on their informal social network to acquire knowledge essential for assimilating new technologies into their work practices. This study investigates the role of the help desk and online help in providing knowledge support for individual users and workgroups after the implementation of an Enterprise Information System. In addition to the informal social network, the people-driven help desk and system-driven online help are incorporated into a multi-modal social network framework to understand their synergistic impact on implementation success. The findings of the study indicate that the help desk provides knowledge support to both individuals and workgroups, while online help has a nuanced effect that depends on the density of individual and workgroup social network connections. The study further emphasizes the relevance of multi-modal social networks in understanding the combined network effects of people and systems.

Date: 2017
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 4018/IJTD.2017010102 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jtd000:v:8:y:2017:i:1:p:18-32

Access Statistics for this article

International Journal of Technology Diffusion (IJTD) is currently edited by Ali Hussein Saleh Zolait

More articles in International Journal of Technology Diffusion (IJTD) from IGI Global
Bibliographic data for series maintained by Journal Editor ().