The impact of information system personnel skill discrepancies on stakeholder satisfaction

Decision Sciences

Volumn 34, Issue 1, 2003, Pages 107-129

  Tesch, Debbie ^a   Jiang, James J ^b   Klein, Gary ^c  

^a XAVIER UNIVERSITY   (United States)

^b UNIVERSITY OF CENTRAL FLORIDA   (United States)

^c UNIVERSITY OF COLORADO   (United States)

Author keywords

Career Satisfaction; Discrepancy Theory; Functional Areas: MIS DSS; IS skills; Job Performance Evaluation; Methodological Areas: Survey Research Design; Project Management; User Satisfaction

Indexed keywords

EID: 0042413534     PISSN: 00117315     EISSN: None     Source Type: Journal    
DOI: 10.1111/1540-5915.02371     Document Type: Article

References (82)

1. Alter, S., & Ginzberg, M. (1978). Managing uncertainty in MIS implementation. Sloan Management Review, 20(1), 23-31.
2. Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
3. Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management Science, 29(5), 530-545.
4. Barki, H., & Hartwick, J. (1994). User participation, conflict, and conflict resolution: The mediating roles of influence. Information Systems Research, 5(4), 422-438.
5. Barki, H., Rivard, S., & Talbot, J. (1993). Toward an assessment of software development risk. Journal of Management Information Systems, 10(2), 203-225.
6. Baroudi, J. J., & Orlikowski, W. J. (1988). A short-form measure of user information satisfaction: A psychometric evaluation and notes on use. Journal of Management Information Systems, 4(4), 44-59.
7. Bentler, P. M. (1989). EQS: Structural equations program manual. Los Angeles: BMDP Statistical Software.
8. Berger-Gross, V. (1982). Difference score measures of social perceptions revisited: A comparison of alternatives. Organizational Behavior and Human Performance, 29(2), 479-485.
9. Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351-370.
10. Boehm, B. W., & Ross, R. (1989). Theory-W software project management: Principles and examples. IEEE Transactions on Software Engineering, 15(7), 902-916.
11. Bollen, K. A. (1989). Structural equations with latent variables. New York: Wiley.
12. Byrd, T. A., & Turner, D. E. (2001). An exploratory analysis of the value of the skills of IT personnel: Their relationship to IS infrastructure and competitive advantage. Decision Sciences, 32(1), 21-46.
13. Charette, R. N. (1989). Software engineering risk analysis and management. New York: Intertext.
14. Cheney, P. H., & Dickson, G. W. (1982). Organizational characteristics and information systems: An exploratory investigation. Academy of Management Journal, 25(1), 170-184.
15. Cheney, P. H., & Lyons, N. R. (1980). Information systems skill requirements: A survey. MIS Quarterly, 4(1), 35-43.
16. Cook, T. D., & Campbell, D. T. (1979). Quasi-Experimentation. Boston: Houghton-Mifflin.
17. Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16, 297-334.
18. Cronbach, L. J. (1958). Proposals leading to analytical treatment of social perception scores. In Ragiuri, R., & Petrullo, L. (Eds.), Person perception and interpersonal behavior. Stanford, CA: Stanford University Press.
19. Cronbach, L. J., & Furby, L. (1970). How should we measure change, or should we? Psychological Bulletin, 74(1), 68-80.
20. Cronin, J. J., Jr., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
21. Crosby, F. (1982). Relative deprivation and working women. New York: Oxford University Press.
22. Dalton, G. W., Thompson, P. H., & Price, R. L. (1977). The four stages of professional careers: A new look at performance by professionals. Organizational Dynamics, 6(1), 19-42.
23. Dawis, R. W., & Lofquist, L. H. (1984). A psychological theory of work adjustment. Minneapolis: University of Minnesota Press.
24. DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-94.
25. Eilbert, H. (1959). The development of personnel management in the United States. Business History Review, 33, 345-364.
26. Ewusi-Mensah, K., & Przasnyski, Z. H. (1991). On information systems project abandonment: An exploratory study of organizational practices. MIS Quarterly, 15(1), 67-85.
27. Festinger, L. (1954). A theory of social comparison processes. Human Relations, 7, 117-140.
28. Ghiselli, E. E., Campbell, J. P., & Zedeck, J. P. (1981 ). Measurement theory for the behavioral sciences. San Francisco: Freeman.
29. Ginzberg, M. J. (1981). Early diagnosis of MIS implementation failure: Promising results and unanswered questions. Management Science, 77(4), 459-478.
30. Goldstein, I. L. (1986). Training in organizations: Needs assessment, development, and evaluation (2nd ed.). Pacific Grove, CA: Brooks/Cole.
31. Graf, D., & Misic, M. (1994). The changing roles of the systems analysts. Information Resources Management Journal, 7(2), 15-23.
32. Green, G. I. (1989). Perceived importance of systems analysts' job skills, roles, and non-salary incentives. MIS Quarterly, 13(2), 115-133.
33. Greenhaus, J. H., Parasuraman, S., & Wormley, W. M. (1990). Effects of race on organizational experience, job performance evaluations, and career outcomes. Academy of Management Journal, 33(1), 64-86.
34. Hall, D. T., & Goodale, J. G. (1986). Human resources management. Glenview, IL: Scott, Foresman.
35. Hammer, M. (1990). Reengineering work: Don't automate, obliterate. Harvard Business Review, (July/August), 104-112.
36. Hawk, S. R., & Dos Santos, B. L. (1991). Successful system development: The effect of situational factors on alternate user roles. IEEE Transactions on Engineering Management, 38 (4), 310-326.
37. Headley, D. E., & Choi, B. (1992). Achieving service quality through gap analysis and a basic statistical approach. Journal of Services Marketing, 6(1), 5-14.
38. Igbaria, M., & Baroudi, J. J. (1993). A short form measure of career orientations: A psychometric evaluation. Journal of Management Information Systems, 10(2), 131-154.
39. Igbaria, M., & Baroudi, J. J. (1995). The impact of job performance evaluations on career advancement prospects: An examination of gender differences in the IS workplace. MIS Quarterly, 19(1), 107-123.
40. Igbaria, M., & Greenhaus, J. H. (1992). Determinants of MIS employees' turnover intentions: A structural equation model. Communications of the ACM, 35(2), 34-49.
41. Ives, B., Olson, M. H., & Baroudi, J. J. (1983). The measurement of user information satisfaction. Communications of the ACM, 26(10), 785-793.
42. Jiang, J. J., & Klein, G. (1999-2000). Supervisor support and career anchor impact on the career satisfaction of the entry-level information systems professional. Journal of Management Information Systems, 16(3), 219-240.
43. Jiang, J. J., Klein, G., & Crampton, G. (2000). A note on SERVQUAL reliability and validity in information system service quality measurement. Decision Sciences, 37(3), 725-744.
44. Jiang, J. J., Sobol, M. G., & Klein, G. (2000). Performance ratings and importance of performance measures for IS staff: The different perceptions of IS users and IS staff. IEEE Transactions on Engineering Management, 47(4), 424-434.
45. Johns, G. (1981). Difference score measures of organizational behavior variables: A critique. Organizational Behavior and Human Performance, 27, 443-463.
46. Jones, C. (1994). Assessment and control of software risks. Englewood Cliffs, NJ: Yourdon Press.
47. Kaiser, K., & Bostrom, R. P. (1982). Personality characteristics of MIS project teams: An empirical study and action-research design. MIS Quarterly, 6(4), 43-60.
48. Kemerer, C. F., & Sosa, G. L. (1991). Systems development risks in strategic information systems. Information and Software Technology, 33(3), 212-223.
49. Klein, G., & Jiang, J. J. (2001). Seeking consonance in information systems. Journal of Systems and Software, 56(2), 195-202.
50. Kline, R. B. (1998). Principles and practice of structural equation modeling. New York: Guilford Press.
51. Laudon, E. W., & Laudon, J. P. (1996). Management information systems: Organization and technology. Upper Saddle River, NJ: Prentice-Hall.
52. Lawler, E. E. (1972). Measurement and meaning of job satisfaction. Journal of Applied Psychology, 56(2), 95-105.
53. Lee, D. M., Trauth, E. M., & Farwell, D. (1995). Critical skills and knowledge requirements of IS professionals: A joint academic/industry investigation. MIS Quarterly, 19(3), 313-340.
54. Lewin, K. (1951). Field theory in social science. New York: Harper.
55. Linberg, K. R. (1999). Software development perceptions about software project failure: A case study. Journal of Systems and Software, 49(12), 177-192.
56. Locke, E. A. (1969).What is job satisfaction? Organizational Behavior and Human Performance, 4(November), 309-336.
57. Locke, E. A. (1976). The nature and causes of job satisfaction. In Dunnett, M. D. (Ed.), Handbook of industrial and organization psychology. Chicago: Rand-McNally, 1297-1350.
58. London, M., & Smither, J. W. (1995). Can multi-source feedback change perceptions of goal accomplishment, self-evaluation, and performance-related outcomes? Theory-based applications and directions for research. Personal Psychology, 48(4), 803-839.
59. Mahoney, T. A., & Deckop, J. R. (1986). Evolution of concept and practice in personnel administration/human resource management (PA/HRM). Journal of Management, 12(2)223-241.
60. Michalos, A. C. (1986). Job satisfaction, marital satisfaction, and the quality of life: Review and preview. In F. M. Andrews (Ed.), Research on the quality of life. Ann Arbor: University of Michigan Institute for Social Research, 57-83.
61. Mobley, W. H., Horner, S. O., & Hollingsworth, A. T. (1978). An evaluation of the precursors of hospital employee turnover. Journal of Applied Psychology, 63(4), 408-414.
62. Nelson, R. R. (1991). Educational needs as perceived by IS and end-user personnel: A survey of knowledge and skill requirements. MIS Quarterly, 15(4), 503-525
63. Nelson, R. R., & Cheney, P. H. (1987). Training end users: An exploratory study. MIS Quarterly, 11(4), 546-559.
64. Oliver, R. L. (1980). A cognitive model for the antecedents and consequences of satisfaction. Journal of Marketing Research, 17, 460-469.
65. Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25-49.
66. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
67. Patterson, P. G., & Johnson, L. W. (1997). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25(1), 4-17.
68. Porter, L. W., & Lawler, E. E. (1968). Managerial attitudes and performance. Homewood, IL: Irwin.
69. Rice, R. W., McFarlin, D. B., & Bennett, D. E. (1989). Standards of comparison and job satisfaction. Journal of Applied Psychology, 74(4), 591-598.
70. Robbins, P. (1989). Training in interpersonal skills: Tips for managing people at work. Englewood Cliffs, NJ: Prentice-Hall.
71. Robinson, D. G., & Robinson, J. C. (1989). Training for impact: How to link training to business needs and measure the results. San Francisco: Jossey-Bass.
72. Saarinen, T. (1990). System development methodology and project success. Information and Management, 19(3), 183-193.
73. Scrull, T. K., & Wyer, R. S. (1988). Advances in social cognition. Hillsdale, NJ: Erlbaum.
74. Sullivan-Trainor, M. (1988). Not just another end-user liaison. Computerworld, 22(12), 1.
75. Super, D. E. (1957). The psychology of careers. New York: Harper and Row.
76. Swanson, E. B. (1994). Information systems innovation among organizations. Management Sciences, 40(9), 1069-1092.
77. Trauth, E., Farwell, D. W., & Lee, D. (1993). The IS expectation gap: Industry expectations versus academic preparation. MIS Quarterly, 13(3), 293-307.
78. Vroom, V. H. (1964). Work and motivation. New York: Wiley.
79. Wade, M. R., & Parent, M. (2001). Relationships between job skills and performance: A study of webmasters. Journal of Management Information Systems, 18(3), 71-95.
80. Wall, T. D., & Payne, R. (1973). Are deficiency scores deficient? Journal of Applied Psychology, 58(3), 322-325.
81. Wexley, K. N., & Latham, G. P. (1981). Developing and training human resources in organizations. Glenview, IL: Scott, Foresman.
82. Woodruff, C. K. (1980). Data processing people: Are they satisfied/dissatisfied with their jobs? Information and Management, 3(6), 219-225.