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Davis, J. M., Kettinger, W. J., and Kuney, D. G. 2009. “When Users are IT Experts
Too: The Effects of Joint IT Competence and Partnership on Satisfaction with Enterprise-level
Systems Implementation,” European Journal of Information Systems (18:1), pp. 26-37.
Enterprise-level information systems (IS) are fundamental to businesses. Unfortunately,
implementing these large-scale systems is a complex and risky endeavor. As a result,
these initiatives must tap the expertise and active involvement of both the IS department
and the enterprise's functional areas. Past studies focusing on IS implementation
teams consistently identify the IS department as the source of technical expertise
and leadership, while functional department team members are typically relegated to
the role of business experts. However, unlike the past, many business professionals
are knowledgeable about information technology (IT) and are increasingly capable of
contributing to IS implementations from a technical perspective as well as a business
perspective. This study examines how IT competence held by both the IS department
and the user department stakeholders contributes to user satisfaction with the enterprise-level
system implementation. Specifically, this research introduces a theoretically grounded
construct, joint IT competence, which emerges when the IS department and user department
stakeholders integrate their individually held IT competences. The study's results
empirically demonstrate that joint IT competence is a key driver of user satisfaction
in enterprise-level IS implementations. Although not as significant as joint IT competence,
results show that partner-based leadership between the IS department and user stakeholders
also influences user satisfaction with IS implementations.
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