User Competence with Enterprise Systems: The Effects of Work Environment Factors

Weiling Ke (), Lele Kang (), Chuan-Hoo Tan () and Chih-Hung Peng ()
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Weiling Ke: Department of Information Systems and Management Engineering, Southern University of Science and Technology, Shenzhen 518055, China
Lele Kang: School of Information Management, Nanjing University, Nanjing 210023, China
Chuan-Hoo Tan: Department of Information Systems and Analytics, School of Computing, National University of Singapore, Singapore 117417
Chih-Hung Peng: Department of Management Information Systems, National Chengchi University, Taipei 116011, Taiwan, Republic of China

Information Systems Research, 2021, vol. 32, issue 3, 860-875

Abstract: An enterprise system (ES) is an organization-wide information technology system that embeds organizational policies and rules guiding operations. ES users need to not only gain proficiency in interacting with the system but also develop competence to obtain faithful representations of business processes from the system and act upon such information effectively. Thus, the extent to which an organization can extract value from ES depends on an employee’s potential to use the ES to its fullest extent to accomplish job tasks, that is, user competence. Anchoring our study to the job demands-resources model, we examine how work contextual factors, namely, the job demands (i.e., work overload) and three job resources (i.e., leader–member exchange (LMX), traditional support structures, and peer support structures), can facilitate the development of user competence. Based on a longitudinal survey from users in six organizations that have implemented the same ES, we gained two insights. First, we found that all three job resource factors have positive relationships with user competence. Second, the results revealed that the relationship between work overload and user competence is moderated by LMX but not the support structures. Overall, this research contributes to the extant understanding of organizational information systems by moving from a use-focused model to a competence-development model and providing insights on work contextual factors that can foster competence in using the ES.

Keywords: enterprise systems; job demands-resources model; user competence (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:inm:orisre:v:32:y:2021:i:3:p:860-875

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