How Organizations Motivate Users To Participate In Support Upgrades Of Customized Package Software

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Show simple item record Khoo, HM en Chua, Cecil en Robey, D en 2011-11-09T01:06:32Z en 2011 en
dc.identifier.citation Information & Management 48(8):328-335 2011 en
dc.identifier.issn 0378-7206 en
dc.identifier.uri en
dc.description.abstract Support upgrades are undertaken to correct errors, improve speed, and otherwise improve an existing version of customized packaged software. Motivating such projects is especially challenging, because users typically anticipate little benefit. We investigated ways of motivating user participation in maintenance upgrading projects via an in-depth case study using the method of communicative framing. This argues that (1) the positivity or negativity of a frame, and (2) the credibility, salience, and consistency of the diagnostic, prognostic and motivational elements of the frame influence others’ willingness to believe and respond to a communication. Our case study explored user motivation and participation in an upgrade of SAP software in an organization where no upgrade had been performed in the past three years. We discovered that: (1) a negatively valenced communicative frame characterizing an external party as a threat is most likely to motivate users, and (2) framing the support upgrade simultaneously affected user motivation and reinforced the position of the IT support group. en
dc.publisher Elsevier Ltd. en
dc.relation.ispartofseries Information & Management en
dc.rights Items in ResearchSpace are protected by copyright, with all rights reserved, unless otherwise indicated. Previously published items are made available in accordance with the copyright policy of the publisher. Details obtained from en
dc.rights.uri en
dc.title How Organizations Motivate Users To Participate In Support Upgrades Of Customized Package Software en
dc.type Journal Article en
dc.identifier.doi 10.1016/ en
pubs.issue 8 en
pubs.begin-page 328 en
pubs.volume 48 en
dc.rights.holder Copyright: Elsevier Ltd. en
pubs.end-page 335 en
dc.rights.accessrights en
pubs.subtype Article en
pubs.elements-id 209581 en
pubs.record-created-at-source-date 2011-05-03 en

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