A multidimensional model of client success when engaging external consultants

Management Science

Volumn 42, Issue 8, 1996, Pages 1175-1198

  Gable, Guy G ^a  

^a QUEENSLAND UNIVERSITY OF TECHNOLOGY   (Australia)

Author keywords

Advisors; Consultant Engagement; Implementation Success; IS Personnel Resource Management; Management Advisory Services; Management Consultants; Management Information Systems; Management Science Success; MIS Success; Outsiders; Outsourcing; Package Selection

Indexed keywords

EID: 0000752769     PISSN: 00251909     EISSN: None     Source Type: Journal    
DOI: 10.1287/mnsc.42.8.1175     Document Type: Article

References (67)

1. Alter, S. and M. Ginzberg, "Managing Uncertainty in MIS Implementation," Sloan Management Review, 20, 1 (1978), 23-31.
2. Argyris, Chris, "Explorations in Consultant-Client Relationships," in C. R. Bell and L. Nadler (Eds.), Clients and Consultants: Meeting and Exceeding Expectations, Gulf Publishing Company, Houston, TX, 1985, 22-48.
3. Barki, H. and J. Hartwick, "Rethinking the Concept of User Involvement," MIS Quarterly, March (1989), 52-63.
4. Beckhard, R., Organisation Development Strategies and Models, Addison-Wesley, Reading, MA, 1969.
5. Campbell, D. T. and D. Fiske, "Convergent and Discriminant Validation by the Multitrait-Multimethod Matrix;" Psychological Bulletin, 54 (1959), 81-105.
6. Cattell, R. B., Handbook of Multivariate Experimental Psychology, Rand McNally, Chicago, IL 1966.
7. Churchman, C. W. and A. H. Schainblatt, "The Researcher and the Manager: A Dialectic of Implementation," Management Sci., 11, 4 (February 1965), B69-B86.
8. Dearden, J., "The Withering Away of the IS Organisation," Sloan Management Review, Summer 1987, 87-91.
9. Delone, W. H. and E. R. McLean, "Information Systems Success: The Quest for The Dependent Variable," Information Systems Res., 3, 1 (1992), 60-95.
10. Doll, W. J. and G. Torkzadeh, "The Measurement of End User Computing Satisfaction," MIS Quarterly, 12 (June 1988), 259-274.
11. Ein-Dor, P. and E. Segev, "Organisational Context & MIS Structure: Some Empirical Evidence," MIS Quarterly, Sept. (1982), 55-68.
12. Elam, J. J., "Establishing Cooperative External Relationships," in J. J. Elam, M. J. Ginzberg, P. G. W. Keen and R. W. Zmud (Eds.), Transforming the IS Organisation, ICIT Press, Washington, DC, 1988.
13. Frankenhuis, J. P., "How to Get a Good Consultant," Harvard Business Review, November-December 1977.
14. Gable, G. G., "Singapore Graphic Designs (S) Pte Ltd: A Case Study," DPMA-EDSIG 1989 Teaching Case Study Competition, 1989a.
15. _, "Consultant Engagement for First Time Computerization: Problems and Issues," Proc. International Conf. Organizations and Information Systems, Bled Yugoslavia, Zdravko Kaltnekar and Joze Gricar (Eds.), School of Organisation, Kranj, Yugoslavia, Vol. II, (1989b), 693-704.
16. _, "Consultant Engagement for Computer System Selection: Measuring Engagement Success," Proc. 1990 Admin. Sci. Association of Canada Conf. (ASAC-90), Whistler, June 1990, 70-81.
17. _, "Consultant Engagement for Computer System Selection: A Pro-Active Client Role in Small Enterprises," Information & Management, 20, 2 (1991a), 83-93.
18. _, "Consultant Engagement Success Factors: Case Studies and a Survey of Factors Affecting Client Involvement in, and Satisfaction With, Consultant Engagement in Computer System Selection Projects Carried Out for the Singapore Small Enterprise Computerisation Programme," Unpublished Doctoral Thesis, The University of Bradford, Management Centre, Bradford, UK, 1991b.
19. _ and K. S. Raman, "Government Initiatives for I.T. Adoption in Small Businesses: Experiences of the Singapore Small Enterprise Computerization Program," International Information Systems, 1, 1 (1992), 68-93.
20. Garlick, L. D., "An Analysis of Client-Consultant Collaboration in Developing Information Systems for State Education Agencies," University of Iowa, Doctoral Dissertation, 1975 University Microfilms International, Ann Arbor, MI, 1975.
21. Ginzberg, M. J., "Finding an Adequate Measure of OR/MS Effectiveness," Interfaces, 8, 4 (1978), 59-62.
22. _, "Early Diagnosis of MIS Implementation Failure: Promising Results and Unanswered Questions," Management Sci., 27, 4 (1981), 459-478.
23. Gorsuch, R. L., Factor Analysis, 2nd ed., Lawrence Erlbaum Associates, NJ, 1983.
24. Hawk, S. R. and R. J. Aldag, "Measurement Biases in User Involvement Research," OMEGA International J. Management Sci., 18, 6 (1990), 605-613.
25. Henderson, J. C., "Plugging into Strategic Partnerships: The Critical IS Connection," Sloan Management Review, 31, 3 (Spring 1990), 7-18.
26. _, and N. Venkatraman, "Strategic Alignment: A Model for Organisational Transformation vis Information Technology," in T. Kochan and M. Useem (Eds.), Transforming Organizations, Oxford University Press, New York, 1992.
27. Huff, S., "Outsourcing of Information Services," Business Week, Spring 1991, 62-65.
28. Ives, B., M. Olson, and S. Baroudi, "The Measurement of User Information Satisfaction," Comm. ACM, 26, 10 (October 1983), 785-793.
29. _ and M. H. Olson, "User Involvement and MIS Success: A Review of Research," Management Sci., 30, 5 (May 1984), 586-603.
30. Kaplan, B. and D. Duchon, "Combining Qualitative and Quantitative Methods in Information Systems Research: A Case Study," MIS Quarterly, 12, 4 (1988), 571-586.
31. Kerlinger, F. N., Foundations of Behavioral Research, 3rd ed., Holt, Rinehart, and Winston, New York, 1988.
32. Kim, J. and C. W. Mueller, Factor Analysis: Statistical Methods and Practical Issues, Sage Publications, Beverly Hills, CA, 1981.
33. Kolb, D. A. and A. L. Frohman, "An Organization Development Approach to Consulting," Sloan Management Review, 12 (1970), 51-65.
34. Lawley, D. N. and A. E. Maxwell, Factor Analysis as a Statistical Method, Butterworth and Co., London, 1971.
35. Lawrence, P. and J. Lorsch, Developing Organisations: Diagnosis and Action, Addision-Wesley, Reading, MA, 1969.
36. Lee, A. S., "A Scientific Methodology for MIS Case Studies," MIS Quarterly, 13, 1 (March 1989), 32-50.
37. Lippitt, R., J. Watson, and B. Westley, The Dynamics of Planned Change, Harcourt, Brace and World, New York, 1958.
38. Loh, L., "The Economics and Organisation of Information Technology Governance: Sourcing Strategies for Corporate Information Infrastructure," Unpublished Doctoral Thesis, Massachusetts Institute of Technology, Cambridge, MA, February 1993.
39. Loh, L. and N. Venkatraman, "Diffusion of Information Technology Outsourcing: Influence Sources and the Kodak Effect," Information Systems Res., 3 (December 1991).
40. _ and _, "Determinants of Information Technology Outsourcing: A Cross-sectional Analysis," J. Management Information Systems, 8 (1992), 7-24.
41. Lucas, Jr., H. C., Implementation: The Key to Successful Information Systems, McGraw-Hill, New York, 1981.
42. _ and R. B. Plimpton, "Technological Consulting in a Grass Roots, Action Oriented Organisation," Sloan Management Review, 14, 1 (Fall 1972), 17-36.
43. Lyytinen, K., "Expectation Failure Concept and Systems Analysts' View of Information System Failures: Results of an Exploratory Study," Information & Management, (1988), 45-56.
44. Mager, R., Preparing Instructional Objectives, Fearon Publishers, Palo Alto, CA, 1962.
45. Malone, T. W. and J. F. Rockart, "Information Technology and the New Organization," Proc. 1992 Hawaii International Conf. on Systems Science (HICSS-25), January 1992, 636-643.
46. Melone, Nancy Paul, "A Theoretical Assessment of the User Satisfaction Construct in Information Systems Research," Management Sci., 36, 1 (January 1990), 76-91.
47. Milgrom, P. and J. Roberts, Economics, Organization and Management, Prentice-Hall, Englewood Cliffs, New Jersey, 1992.
48. Montezemi, A. R., "Factors Affecting Information Satisfaction in the Context of the Small Business Environment," MIS Quarterly, June (1988), 239-256.
49. Pedhazur, E. J., Multiple Regression in Behavioral Research: Explanation and Prediction, Holt, Rinehart, and Winston, New York, 1982.
50. Raymond, L., "Validating and Applying User Satisfaction as a Measure of MIS Success in Small Organisations," Information & Management, 12 (1987), 173-179.
51. Schein, E., Process Consultation: Its Role in Organisation Development, Addison-Wesley, Reading, MA, 1969.
52. Schultz, R. L. and D. P. Slevin, (Eds.), Implementing Operations Research/Management Science, American Elsevier, 1975.
53. Scott Morton, M.S., (Ed.), The Corporation of the 1990s, Oxford University Press, New York, 1991.
54. Shwartz, D. and G. Lippett, "Evaluating the Consulting Process," J. European Training, 4, 5 (1975).
55. SME Committee, SME Master Plan: Report on Enterprise Development, Economic Development Board of Singapore, May 1989.
56. Stevens, J., Applied Multivariate Statistics for the Social Sciences, 2nd ed., Lawrence Erlbaum Associates, New Jersey, 1992.
57. Tapscott, D. and A. Caston, Paradigm Shift, McGraw-Hill, New York, 1993.
58. Tilles, S., "Understanding the Consultant's Role," Harvard Business Review, November-December 1961, 87-99.
59. Timm, N. H., "The Estimation of Variance-Covariance and Correlation Matrices From Incomplete Data," Psychometrika, 35, 4 (1970), 417-437.
60. Turner, A. N., "Consulting is More Than Giving Advice," Harvard Business Review, September-October 1982, 120-129.
61. Venkatesan, R., "Strategic Sourcing: To Make or Not to Make," Harvard Business Review, November-December 1992, 98-107.
62. Wagner, J., "Issues in Outsourcing," Proc. 1992 Information Resources Management Association International Conf., 1992, 214-217.
63. Walker, R. J., "User Satisfaction With Electronic Spreadsheet Applications Among Financial Officers of Colleges and Universities," Kent State University Doctoral Dissertation, 1986 University Microfilms International, Ann Arbor, MI, 1987.
64. Webb, E., D. T. Campbell, R. Shwartz, and L. Sechrest, Unobtrusive Measures: Nonreactive Research in the Social Sciences, Rand McNally, Chicago, IL, 1966.
65. Yates, J. and R. I. Benjamin, "The Past and Present as a Window on the Future," in M. S. Scott Morton (Ed.), The Corporation of the 1990s: Information Technology and Organisational Transformation, Oxford University Press, New York, 1991.
66. Zand, D. and R. Sorenson, "Theory of Change and the Effective Use of Management Science," Admin. Sci. Quarterly, 20 (Dec 1975), 532-545.
67. Zeithaml, V. A., A. Parasuraman, and L. L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, Don Mills, Canada, 1990.