The business of being a user: The role of the reference actor in shaping packaged enterprise system acquisition and development

MIS Quarterly: Management Information Systems

Volumn 38, Issue 2, 2014, Pages 473-496

  Pollock, Neil ^a   Hyysalo, Sampsa ^b,c  

^a UNIVERSITY OF EDINBURGH BUSINESS SCHOOL   (United Kingdom)

^b HELSINKI SCHOOL OF ECONOMICS   (Finland)

^c AALTO UNIVERSITY   (Finland)

Author keywords

Commodification; Demonstration; Enterprise system; Innovation; Marketing; Procurement; Reference site; Social actor; Testimonial; User

Indexed keywords

COMMERCE; DEMONSTRATIONS; INFORMATION SYSTEMS; INNOVATION; MARKETING; PRODUCT DEVELOPMENT;

COMMODIFICATION; ENTERPRISE SYSTEM; PROCUREMENT; REFERENCE SITES; SOCIAL ACTORS; TESTIMONIAL; USER;

ENTERPRISE RESOURCE PLANNING;

EID: 84911425871     PISSN: 02767783     EISSN: 21629730     Source Type: Journal    
DOI: 10.25300/MISQ/2014/38.2.07     Document Type: Article

References (74)

1. Bansler, J. 1989. "Systems Development in Scandinavia. Three Theoretical Schools," Scandinavian Journal of Information Systems (1:1), pp. 3-20.
2. Bødker, S., and Gronbaek, K. 1995. "Users and Designers in Mutual Activity: An Analysis of Cooperative Activities in Systems Design," in Cognition and Communication at Work, Y. Engstrøm and D. Middleton (eds.), Cambridge, UK: Cambridge University Press, pp. 130-158.
3. Brehm, L., Heinzl, A., and Markus, L. 2001. "Tailoring ERP Systems: A Spectrum of Choices and their Implications," in Proceedings of the 34th Annual Hawaii International Conference on System Sciences, Los Alamitos, CA: IEEE Computer Society Press.
4. Bruhn, M. 2003. Relationship Marketing: Management of Customer Relationships, Upper Saddle River, NJ: Pearson Education.
5. Callon, M. 1986. "Some Elements of a Sociology of Translation: Domestication of the Scallops and the Fishermen of St Brieuc Bay" in Power, Action and Belief: A New Sociology of Knowledge, J. Law (ed.), London: Routledge, pp. 205-224.
6. Callon, M., Méadel, C., and Rabeharisoa, V. 2002. "The Economy of Qualities," Economy and Society (31:2), pp. 194-217.
7. Clarke, A. E. 2005. Situational Analysis: Grounded Theory After the Postmodern Turn, Thousand Oaks, CA: Sage Publications.
8. Currie, W. 2004. "The Organizing Vision of Application Service Provision: A Process-Oriented Analysis," Information and Organization (14), pp. 237-67.
9. Das, A., and Buddress, L. 2007. "Evaluating Prospective EProviders: An Empirical Study," Journal of Supply Chain Management (43:4), pp. 31-46.
10. David, P. A. 1985. "Clio and the Economics of QWERTY," American Economic Review (75), pp. 332-6.
11. Desanctis, G., and Poole, M. S. 1994. "Capturing the Complexity in Advanced Technology Use: Adaptive Structuration Theory," Organization Science (5:2), pp. 121-47.
12. Dodgson, M., Gann, D., and Salter, A. 2008. The Management of Technological Innovation: Strategy and Practice, Oxford, UK: Oxford University Press.
13. Dutton, W. 1992. "The Ecology of Games Shaping Telecommunications Policy," Communication Theory (2:4), pp. 303-28.
14. Enkel, E., Perez-Freije, J., and Gassmann, O. 2005. "Minimizing Market Risks Through Customer Integration in New Product Development: Learning from Bad Practice," Creativity and Innovation Management (14:4), pp. 425-37.
15. Fincham, R., Fleck, J., Procter, R., Scarbrough, H., Tierney, M., and Williams, R. 1994. Expertise and Innovations: Information Strategies in the Financial Services Sector, Oxford, UK: Oxford University Press/Clarendon.
16. Finkelstein, A., Spanoudakis, G., and Ryan, M. 1996. "Software Package Requirements and Procurement" in Proceedings of the 8th International Workshop on Software Specification and Design, London: IEEE Computer Society Press.
17. Fleck, J. 1998. "Expertise: Knowledge. Power and Tradability," in Exploring Expertise, R. Williams, W. Faulkner, and J. Fleck (eds.), London: MacMillan, pp. 143-72.
18. Fleck, J., Webster, J., and Williams, R. 1990. "The Dynamics of IT Implementation: A Reassessment of Paradigms and Trajectories of Development." Futures (22), pp. 618-40.
19. Flick, U. 1998. An Introduction to Qualitative Research, London: Sage Publications.
20. Friedman, A. L. 1989. Computer Systems Development: History, Organization and Implementation, Chichester, UK: Wiley.
21. Glaser, B., and Strauss, A. 1967. The Discovery of Grounded Theory: Strategies for Qualitative Research, Chicago: Aldine Publishing Company.
22. Håkanson, H. 1989. Corporate Technological Behaviour: Cooperation and Networks, London: Routledge.
23. Harris, M., Zastrocky., and Lowendahl, J. 2006. "Magic Quadrant for Higher Education Administrative Suites," Gartner Research, September 26.
24. Helm, S., and Salminen, R. 2010. "Basking in Reflected Glory: Using Customer Reference Relationships to Build Reputation in Industrial Markets," Industrial Marketing Management (39:5), pp. 737-43.
25. Henthome, Tony L., LaTour, Michael S., and Williams, Alvin J. 1993. "How Organizational Buyers Reduce Risk," Industrial Marketing Management (22:1), pp. 41-8.
26. Holmström, H., and Henfridsson, O. 2006. Improving Packaged Software through Online Community Knowledge. Scandinavian Journal of Information Systems (18:2), Article 2.
27. Howcroft, D., and Light, B. 2006. "Reflections on Issues of Power in Packaged Software Selection," Information Systems Journal (16), pp. 215-235.
28. Howcroft, D., and Light, B., 2010. "The Social Shaping of Packaged Software Selection," Journal of the Association for Information Systems (11:3), pp. 122-148.
29. Hyysalo, S. 2010. Health Technology Development and Use: From Practice-Bound Imagination to Evolving Impacts, London: Routledge.
30. Jalkala, A., and Salminen, R. 2010. "The Practices and Functions of Customer Reference Marketing - Leveraging Customer References as Marketing Assets," paper presented at the 25th IMP Conference: Euromed Management, Marseilles, France.
31. JISC. 2003. "ERP Systems in Universities: Panacea or Can of Worms," Joint Information Systems Council (JISC) Report (www.jiscinfonet.ac.uk/pub/; accessed February 3, 2005).
32. Keil, M., and Carmel, E. 1995. "Customer-Developer Links in Software Development," Communications of the ACM (38:5), pp. 33-44.
33. Koch, C. 2005. "Users? What Users? Shaping Global Corporations and Generic Users with ERP," in Proceedings of Workshop on User-Driven IT Design and Quality Assurance, Royal Institute of Technology, Stockholm, pp. 43-53.
34. Kotler, P., Keller, K. L., Brady, M., Goodman, M.., and Hansen, T. 2009. Marketing Management (International ed.), London: Pearsons.
35. Lamb, R., and Kling, R. 2003. "Reconceptualizing Users as Social Actors," MIS Quarterly (27:2), pp. 197-235.
36. Light, B., Holland, C. P., and Wills, K. 2001. "ERP and Best of Breed: A Comparative Analysis," Business Process Management Journal (7:3), pp. 216-24.
37. Light, B., and Sawyer. S. 2007. "Locating Packaged Software in Information Systems Research," European Journal of Information Systems (16), pp. 527-530.
38. Lincoln, Y. S., and Guba, E. G. 1985. Naturalistic Inquiry, Beverley Hills, CA: Sage Publications.
39. Mallard, A. 2012. "Developing Uses, Qualifying Goods: On the Construction of Market Exchange for Internet Access Services," Consumption Markets & Culture (15:2), pp. 191-211.
40. Manning, G. L., and Reece, R. L. 2007. Selling Today: Creating Customer Value (10th ed.), Upper Saddle River, NJ: Pearson Education.
41. McLaughlin, J., Rosen, P, Webster, A., and Skinner, D. 1999. Valuing Technology: Organizations, Culture and Change, London: Routledge.
42. McLaughlin, J., and Skinner, D. 2000. "Developing Usability and Utility: A Comparative Study of the Users of New IT," Technology Analysis and Strategic Management (12:3), pp. 413-23.
43. Mitchell, V-W. 1998. "Buy-Phase and Buy-Class Effects on Organizational Risk Perception and Reduction in Purchasing Professional Services," Journal of Business and Industrial Marketing (13:6), pp. 461-78.
44. Nambisan, S., Agarwal, R., and Tanniru, M. 1999. "Organizational Mechanisms for Enhancing User Innovativeness in Information Technology," MIS Quarterly (23:3), pp. 365-95.
45. Orlikowski, W. 2000. "Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations." Organization Science (11:4), pp. 404-428.
46. Pollock, N., and Williams, R. 2007. "Technology Choice and its Performance: Toward a Sociology of Software Package Procurement," Information and Organization (17:2), pp. 131-161.
47. Pollock, N., and Williams, R. 2009. Software and Organisations: The Biography of the Enterprise-Wide System - Or How SAP Conquered the World, London: Routledge.
48. Pollock, N., Williams, R., and D'Adderio, L. 2007. "Global Software and its Provenance: Generification Work in the Production of Organizational Software Packages," Social Studies of Science (37:2), pp. 254-280.
49. Pozzebon, M.,and van Heck, E. 2006. "Local Adaptations of Generic Application Systems: The Case of Veiling Holambra in Brazil," Journal of Information Technology (21:2), pp. 73-85.
50. Regnell, B., Höst, M., Nattoch Dag, J., Beremark, P., and Hjelm, T. 2001. "An Industrial Case Study on Distributed Prioritization in Market-Driven Requirements Engineering for Packaged Software," Requirements Engineering (6:1), pp. 51-62.
51. Rivard, N. 2002. "Portal Progress: Campus Web Portals Grow Despite Budget Cuts," University Business (5:10).
52. Robertson, S., and Robertson, J. 2006. Mastering the Requirements Process, Boston, MA: Addison-Wesley.
53. Royce, W. W. 1970. "Managing the Development of Large Software Systems," paper presented at the IEEE WESCON, August.
54. Ruokolainen, J., and Mäkelä, M. 2007. "Constructing a Market Domain Model for Startup Technology Companies: A Case Example from Software Business," Journal of Engineering and Technology Management (24:3), pp. 186-202.
55. Salminen, R. T. 2001. "Success Factors of a Reference Visit : A Single Case Study," Journal of Business and Industrial Marketing (16:6), pp. 487-507.
56. Salminen, R. T., and Möller, K. 2003. "Role of References: The Last White Area in Business Marketing," Research Report 147, Lappeenranta University of Technology.
57. Salminen, R. T., and Möller, K. 2006. "The Role of References in International Business Marketing," paper presented at the 18th Annual IMP Conference, ESC, Dijon, France.
58. Sawyer, S. 2001 "A Market-Based Perspective on Information Systems Development," Communications of the ACM (44:11), pp. 97-101.
59. Smith, W. 2009. "Theatre of Use: A Frame Analysis of Information Technology Demonstrations," Social Studies of Science (39:3), pp. 449-480.
60. Sørensen, K. H., and Williams, R. (eds.). 2002. Shaping Technology, Guiding Policy: Concepts, Spaces and Tools, Aldershot, UK: Elgar.
61. Star, S. L., and Ruhleder, K. 1996. "Steps Toward an Ecology of Infrastructure: Design and Access for Large Information Spaces," Information Systems Research (7:1), pp. 111-34.
62. Strauss, A., and Corbin, J. 1990. Basics of Qualitative Research: Grounded Theory Procedures and Techniques, Newbury Park, CA: Sage Publications.
63. Swan, J., Newell, S., and Robertson, M. 1999. "National Differences in the Diffusion and Design of Technological Innovation: The Role of Inter-Organizational Networks," British Journal of Management (10:1), pp. 45-59.
64. Tingling, P., and Parent, M. 2004. "An Exploration of Enterprise Technology Selection and Evaluation," Journal of Strategic Information Systems (13), pp. 329-354.
65. Urban, G., and Hauser, J. 1993. Design and Marketing of New Products, Englewood Cliffs, NJ: Prentice Hall.
66. Verville, J., and Halingten, A. 2003. "The Effect of Team Composition and Group Role Definition on ERP Acquisition Decisions," Team Performance Management (9:5/6), pp. 115-130.
67. Voss, A., Hartswood, M., Procter, R., Rouncefield, M., Slack, R. S., and Büscher, M. (eds.). 2009. Configuring User-Designer Relations: Interdisciplinary Perspectives, London: Springer.
68. Voss, C. 1985. "Determinants of Success in the Development of Applications Software," Journal of Production and Innovation Management (2), pp. 122-129.
69. Williams, R., and Edge, D. 1996. "The Social Shaping of Technology," Research Policy (25), pp. 865-899.
70. Williams, R., and Pollock, N. 2012. "Moving Beyond the Single Site Implementations Study: Why (and How) We Should Study the Biography of Software Packages," Information Systems Research (23,1), pp. 1-22.
71. Williams, R., Stewart, J., and Slack, R. 2005. Social Learning in Technological Innovation: Experimenting with Information and Communication Technologies, Aldershot, UK: Elgar.
72. Williamson, O. E. 1985. The Economic Institutions of Capitalism: Firms, Markets, Relational Contracting, New York: Free Press.
73. Yanosky, R., Harris, M., and Zastrocky, M. 2002. "Higher-Education ERP in Transition," Gartner Research, May 17.
74. Zastrocky, M., Harris, M., and Yanosky, R. 2004. "MQ for Higher-Education Administrative Suites," Gartner Research, August 19.