Share This Article:

Empirical Study on the Impact of User Participation on Service Value

Full-Text HTML Download Download as PDF (Size:109KB) PP. 132-139
DOI: 10.4236/jssm.2012.52017    4,449 Downloads   6,877 Views  
Author(s)    Leave a comment


As enterprise systems (ES) becomes increasingly pervasive and commoditized in organizations, its service value emerges as a critical issue. Drawing on the customer value theory, this paper studies the relationship between user participation and service value of enterprise systems in the stage of enterprise system improvement. A survey of 220 employees in a large-scale industrial enterprise was taken to investigate the relationship between them. User participation has direct positive impacts on service value in the process of system improvement. Furthermore, information service quality and non-monetary sacrifice serve as mediating variables of the relationship between user participation in system improvement and service value even after controlling for individual variables such as users’ age, education, and IT-related education. This paper contributes to the theory on whether user participation matters in the process of enterprise system improvement. The findings can also encourage managerial practitioners to exploit user participation in organizations, in order to enhance service value of enterprise system.

Conflicts of Interest

The authors declare no conflicts of interest.

Cite this paper

B. Liu and D. Li, "Empirical Study on the Impact of User Participation on Service Value," Journal of Service Science and Management, Vol. 5 No. 2, 2012, pp. 132-139. doi: 10.4236/jssm.2012.52017.


[1] P. B. Seddon, C. Calvert and S. Yang, “A Multi-Project Model of Key Factors Affecting Organizational Benefits from Enterprise System,” MIS Quarterly, Vol. 34, No. 2, 2010, pp. 305-328.
[2] D. Robey, J. W. Ross and M.-C. Boudreau, “Learning to Implement Enterprise Systems: An Exploratory Study of the Dialectics of Change,” Journal of Management Information System, Vol. 19, No. 1, 2002, pp. 17-46.
[3] N. G. Carr, “IT Doesn’t Matter,” Harvard Business Review, Vol. 81, No. 5, 2003, pp. 41-49.
[4] A. Lawrence, P. Goodwin and R. Fildes, “Influence of User Participation on DSS Use and Decision Accuracy,” Omega, Vol. 30, No. 5, 2002, pp. 381-392. doi:10.1016/S0305-0483(02)00048-8
[5] Y. K. Siow, “Make IT Sexy Again,” Computer Times, 2004.
[6] W. J. Doll and G. Torkzadeh, “A Discrepancy Model of End-User Computing Involvement,” Management Science, Vol. 35, No. 10, 1989, pp. 1151-1170. doi:10.1287/mnsc.35.10.1151
[7] A. Burton-Jones, “New Perspectives on the System Usage Construct,” Ph.D. Thesis, Georgia State University, Atlanta, 2005.
[8] Y. Li, C.-H. Tan, H.-H. Teo and B. C. Y. Tan, “Innovative Usage of Information Technology in Singapore Organizations: Do CIO Characteristics Make a Difference?” IEEE Transactions on Engineering Management, Vol. 53, No. 2, 2006, pp. 177-190. doi:10.1109/TEM.2006.872250
[9] H. Barki and J. Hartwick, “Rethinking the Concept of User Involvement,” MIS Quarterly, Vol. 13, No. 1, 1989, pp. 53-63. doi:10.2307/248700
[10] J. L. Heskett, W. E. Sasser and L. A. Schlesinger, “The Service Profit Chain,” The Free Press, New York, 1997.
[11] P. A. Dabholkar, “How to Improve Perceived Service Quality by Increasing Customer Participation,” Academy of Marketing Science, Vol. 3, 1990, pp. 483-487.
[12] C. Gr?nroos, “Service Quality: the Six Criteria of good Perceived Service Quality,” Review of Business, Vol. 9, No. 3, 1998, pp. 10-13.
[13] A. L. M. Cavaye, “User Participation in System Development Revisited,” Information & Management, Vol. 28, No. 5, 1995, pp. 311-323. doi:10.1016/0378-7206(94)00053-L
[14] E. Davidson, “Joint Application Design (JAD) in Practice,” Journal of Systems and Software, Vol. 45, No. 3, 1999, pp. 215-223. doi:10.1016/S0164-1212(98)10080-8
[15] V. A. Zeithaml and M. J. Bitner, “Services Marketing,” 3rd Edition. McGraw-Hill, New York, 2003.
[16] A. Parasuraman, V. A. Zeithaml and L. L. Berry, “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research,” Journal of Marketing Research, Vol. 58, No. 1, 1994, pp. 111-124.
[17] A. Parasuraman, V. A. Zeithaml and L.L. Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing Research, Vol. 49, 1985, pp. 41-50.
[18] A. Parasuraman,, V. A. Zeithaml and L. L. Berry, “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol. 64, 1988, pp. 12-37.
[19] J. J. Jiang, G. Klein and C. L. Carr, “Measuring Information System Service Quality: ERVQUAL from the Other Side,” MIS Quarterly, Vol. 26, No. 2, 2002, pp. 145-166. doi:10.2307/4132324
[20] D. A. Garvin, “Quality on the Line,” Harvard Business Review, Vol. 61, 1983, pp. 64-65.
[21] B. Ives and M. H. Olson, “User Involvement and MIS Success: A Review of Research,” Management Science, Vol. 30, No. 5, 1984, pp. 586-603. doi:10.1287/mnsc.30.5.586
[22] B. Ives, M. H. Olson and J. J. Baroudi, “The Measurement of User Information Satisfaction,” Communications of the ACM, Vol.26, No. 10, 1983, pp. 785-793. doi:10.1145/358413.358430
[23] E. Walste, E. Berscheid and G. W. Walster, “New Directions in Equity Research,” Journal of Personality and Social Psychology, Vol. 25, No. 2, 1973, pp. 151-176. doi:10.1037/h0033967
[24] D. F. Feeny and L. P. Willcocks, “Core IS capabilities for Exploiting Information Technology,” Sloan Management Review, Vol. 39, No. 3, 1998, pp. 9-21.
[25] V. A. Zeithaml, “Consumer Perception of Price, Quality and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing Research, Vol. 52, No. 3, 1988, pp. 2-22.
[26] R. B. Woodruff and F. G. Sarah, “Know Your Customer: New Approaches to Customer Value and Satisfaction,” Blackwell, Cambridge, 1996.
[27] R. B. Woodruff and B. Robert, “Customer Value: The Next Source for Competitive Advantage,” Journal of the Academy of Marketing Science, Vol. 25, No. 2, 1997, pp. 139-153. doi:10.1007/BF02894350
[28] R. P. Bagozzi, “The Self-Regulation of Attitudes, Intentions, and behavior,” Social Psychology Quarterly, Vol. 55, No. 2, 1992, pp. 178-204. doi:10.2307/2786945
[29] R. T. Rust and R. L. Oliver, “Service Quality: Insights and Managerial Implications from the Frontier,” Sage Publications, New York, 1994.
[30] K. B. Monrone, “Pricing: Making Profitable Decisions,” McGraw-Hill, New York, 1990.
[31] V. A. Zeithaml and L. L. Berry, “Communication and Control Processes in the Delivery of Service Quality,” The Journal of Marketing, Vol. 52, No. 2, 1988, pp. 35- 48. doi:10.2307/1251263
[32] E. A. Locke and D. M. Schweiger, “Participation in Decision Making: One More Look,” In: B. M. Staw Ed., Research in organizational behavior, JAI Press, Greenwich, 1979, pp. 265-339.
[33] J. E. Huton and K. H. Price, “Effects of the User Participation Process and Task Meaningfulness on Key Information System Outcomes,” Management Science, Vol. 43, No. 6, 1997, pp. 797-812. doi:10.1287/mnsc.43.6.797
[34] S. W. Kelley, J. H. Donnelly and S. J. Skinner, “Customer Participation in Service Production and Delivery,” Journal of Retailing, Vol. 66, No. 33, 1990, pp. 315-335.
[35] B. Dong, K. R. Evans, and S. M. Zou, “The Effects of Customer Participation in Co-Created Service Recovery,” Journal of the Academy of Marketing Science, Vol. 36, No. 1, 2008, pp. 123-137. doi:10.1007/s11747-007-0059-8
[36] J. A. Alutto and J. A. Belasco, “A Typology for Participation in Organizational Decision Making,” Administra- tion Science Quarterly, Vol. 17, No. 1, 1972, pp. 117- 125. doi:10.2307/2392100
[37] S. Bruque, J. Moyano and J. Eisenberg, “Individual Adaptation to IT-Induced Change: The Role of Social Networks,” Journal of Management Information Systems, Vol. 25, No. 3, 2008, pp. 177-206. doi:10.2753/MIS0742-1222250305
[38] A. Pinsonneault and K. L. Kraemer, “Survey Research Methodology in Management Information System: An Assessment,” Journal of Management Information System, Vol. 10, No. 2, 1993, pp. 75-105.
[39] A. Parasuraman, V. A. Zeithaml and L. L. Berry, “Refinement and Reassessment of the SERVQUAL Scale,” Journal of Retailing, Vol. 67, No. 4, 1991, pp. 12-40.
[40] J. C. Cronin, M. K. Brady and G. M. Hult, “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments,” Journal of Retailing, Vol. 76, No. 2, 2000, pp. 193-218. doi:10.1016/S0022-4359(00)00028-2
[41] D. W. Straub, “Validating Instruments in MIS Research,” MIS Quarterly, Vol. 13, No. 2, 1989, pp. 147-169. doi:10.2307/248922
[42] J. F. Hair, R. E. Anderson and R. L. Tatham, “Multivariate Data Analysis,” 5th Edition, WC Black Prentice Hall, Englewood Cliffs, 1998.
[43] J. C. Nunnally, “Psychometric Theory,” McGraw-Hill, New York, 1978.
[44] C. Fornell and D. F. Larcker, “Structural Equation Models with Unobservable Variables and Measurement Errors,” Journal of Marketing Research. Vol. 18, No. 1, 1981, pp. 39-50. doi:10.2307/3151312

comments powered by Disqus

Copyright © 2018 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.