Skip to main content
padlock icon - secure page this page is secure

The process and structure of user participation: a BPM system implementation case study

Buy Article:

$40.95 + tax (Refund Policy)

Purpose ‐ The aim of this study is to debunk the relationship between user participation practices and the development and success of information systems/information technology implementations. While most studies practically rely on how many participation activities are performed, the process through which users engage in user participation is not specified. Design/methodology/approach ‐ A mixed method approach was applied to study the research questions. A number of relationships were tested by survey data collected among 143 end-users and 49 interviews of employees of a large Dutch social insurance organization that implemented a new and integrative business process management (BPM) system. Findings ‐ The results show that specification of the participation context is of key importance for understanding the success of BPM implementation. Quantitative and qualitative analyses show that rich participation activities hold a stronger positive relationship with the BPM system development and implementation success than other participatory activities that only assist development or implementation. Furthermore, it is demonstrated that the updated theory of user participation by Markus and Mao can be turned into a useful instrument for measuring the different aspects of participation. Originality/value ‐ Most studies on user participation "only" measure how many participation activities were performed, and not how or why they were performed. Furthermore, the combination of qualitative and quantitative data and instruments resulted in a greater understanding of how exactly user participation was brought into practice and how the consequences of this practice were interrelated.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Article Media
No Metrics

Keywords: BPM system implementation; Case study; Mixed method research; Public sector organizations; Social insurance organization; The Netherlands; User participation

Document Type: Research Article

Publication date: January 28, 2014

  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more