Discrepancies between desired and perceived measures of performance of IS professionals: Views of the IS professionals themselves and the users

    Authors

    M. Boyd; S. M. Huang; J. J. Jiang;G. Klein

    Comments

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    Abbreviated Journal Title

    Inf. Manage.

    Keywords

    IS users; IS personnel; IS success; job performance measures; satisfaction; discrepancy theory; INFORMATION-SYSTEMS; SATISFACTION; PERCEPTIONS; TURNOVER; Computer Science, Information Systems; Information Science & Library; Science; Management

    Abstract

    Evaluation of IS professionals is difficult. Measures are seldom fully defined and suffer from the inability of a user to consider differences between expectations and perceptions of performance. In addition, expected levels of performance and perceived levels of performance depend on the satisfaction of each group of stakeholders. Discrepancy theory leads one to expect that satisfaction is highest when performance matches expectations. To explore this gap in different groups, a sample of users and a matched sample of IS professionals was investigated in order to determine the relationship between the performance gap and satisfaction with the system on the part of the users and careers on the part of the IS professionals. Larger gaps were found to be associated with poor satisfaction in both samples. Additionally, each group had a different set of expectations, indicating that the measures did not represent the same expectation or meanings to different stakeholders. Thus, management should strive to promote uniform understanding of the measures employed in IS professional performance-evaluation by all stakeholders and manage expectations according to the metrics selected. (c) 2007 Elsevier B.V. All rights reserved.

    Journal Title

    Information & Management

    Volume

    44

    Issue/Number

    2

    Publication Date

    1-1-2007

    Document Type

    Article

    Language

    English

    First Page

    188

    Last Page

    195

    WOS Identifier

    WOS:000245067300007

    ISSN

    0378-7206

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