A Multilevel Approach to Examine Employees’ Loyal Use of ERP Systems in Organizations
Authors: Yen, HsiuJu Rebecca; Hu, Paul Jen-Hwa; Hsu, Sheila Hsuan-Yu; Li, Eldon Y.
Journal: Journal of Management Information Systems (2015)
DOI: 10.1080/07421222.2015.1138373
A successful enterprise resource planning (ERP) system ultimately requires loyal use—proactive, extended use and willingness to recommend such uses to others— by employees. Building on interactional psychology literature and situational strength theory, we emphasize the importance of psychological commitment, in addition to behavioral manifestation, in a multilevel model of loyal use. Our empirical test of the model uses data from 485 employees and 166 information system professionals in 47 large Taiwanese organizations. Individual-level analyses suggest that perceived benefits and workload partially mediate the effects of perceived information quality (IQ) and system quality (SQ) on loyal use. Cross-level analyses show that IQ at the organizational level alleviates the negative effect of an employee’s perceived workload on loyal use; organization-level SQ and service-oriented organizational citizenship behaviors (SOCBs) of internal information systems staff reduce the influence of employees’ perceived benefits. Overall, our findings suggest that IQ, SQ, and SOCBs at the organizational level influence employees’ loyal use in ways different from their effects at the individual leve…