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Information quality, user satisfaction, and the manifestation of workarounds: a qualitative and quantitative study of enterprise content management system users

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  • Sven Laumer
  • Christian Maier
  • Tim Weitzel

Abstract

In this paper, we focus on a critical aspect of work in organizations: using information in work tasks which is provided by information systems (IS) such as enterprise content management (ECM) systems. Our study based on the IS success model, 34 interviews, and an empirical study of 247 ECM system users at a financial service provider indicates that it is appropriate to differentiate between contextual and representational information quality as two information quality dimensions. Furthermore, we reveal that in addition to system quality, the two information quality dimensions are important in determining end-user satisfaction, which in turn influences the manifestation of workarounds. Our study also finds that employees using workarounds to avoid an ECM system implemented several years is negatively related to individual net benefits of the ECM system. Hence, we conclude that when investigating large-scale IS such as ECM systems, it is important to differentiate among information quality dimensions to more deeply understand end-user satisfaction and the resulting manifestation of workarounds. Moreover, this research guides organizations in implementing the most appropriate countermeasures based on the importance of either contextual or representational information quality.

Suggested Citation

  • Sven Laumer & Christian Maier & Tim Weitzel, 2017. "Information quality, user satisfaction, and the manifestation of workarounds: a qualitative and quantitative study of enterprise content management system users," European Journal of Information Systems, Taylor & Francis Journals, vol. 26(4), pages 333-360, July.
    • Handle: RePEc:taf:tjisxx:v:26:y:2017:i:4:p:333-360
    DOI: 10.1057/s41303-016-0029-7
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    Cited by:

    1. Aline Vargas Pinto & Iris Beerepoot & Antônio Carlos Gastaud Maçada, 2023. "Encourage autonomy to increase individual work performance: the impact of job characteristics on workaround behavior and shadow IT usage," Information Technology and Management, Springer, vol. 24(3), pages 233-246, September.
    2. Kuss, Pauline & Meske, Christian & Gersch, Martin & Balzer, Felix & Fürstenau, Daniel & Thissen, Alica & Dewey, Marc & Michallek, Florian & Füllhase, Josch, 2024. "Algorithms and agency in hospitals: Empirical insights on the impact of digital transformation on clinical work," Working Paper Forschungsförderung 349, Hans-Böckler-Stiftung, Düsseldorf.
    3. Pnina Soffer & Nesi Outmazgin & Irit Hadar & Shay Tzafrir, 2023. "Why Work Around the Process? Analyzing Workarounds Through the Lens of the Theory of Planned Behavior," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 65(4), pages 369-389, August.
    4. Niu, Ben & Mvondo, Gustave Florentin Nkoulou, 2024. "I Am ChatGPT, the ultimate AI Chatbot! Investigating the determinants of users' loyalty and ethical usage concerns of ChatGPT," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).

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