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An attributional investigation of analyst-user interaction: Perceiving the causes of user-system outcomes
Abstract
This dissertation presents the exploratory application of Attribution Theory to the information systems research domain to provide additional insight into system analyst-end user interaction. Attribution Theory, a well-tested perceptual theory of human information processing, is well-suited to address information system research concern regarding the impact of distinctive analyst and user perspectives on mutual system development, implementation, and evaluation activities. Such differences have been posited as potential sources of confusion and conflict that can inhibit effective analyst-user interaction. This study specifically examined the impact of commonly divergent analyst-user personal and organizational perspectives on their perceptions of the causes of user-system outcomes. Eighty-six analysts, and one hundred twenty-two users, were asked to recall and attribute causes for both successful and unsuccessful end user attempts to use an organizational information system to complete a system-dependent, work-related task. Measures included causal attributions for both outcomes, and information-seeking strategies and action-responses following unsuccessful outcomes. Results showed no difference in the nature of analyst-user causal attributions when user-system outcomes were successful, but a significant difference following unsuccessful user-system outcomes. Interestingly, cross-functional team membership was found to substantially diminish this difference. Analyst attributions were significantly and positively correlated with their information-seeking strategies following unsuccessful outcome. Several significant correlations were found between both analyst and user attributions and the respective actions they advocated in response to unsuccessful user-system outcomes. The results have implications for understanding analyst-user interactions following user-system performance outcomes, and offer additional insight into the workings of cross-functional teams in diverse organizational settings.
Subject Area
Management|Information Systems|Computer science
Recommended Citation
Karsten, Rex Alan, "An attributional investigation of analyst-user interaction: Perceiving the causes of user-system outcomes" (1994). ETD collection for University of Nebraska-Lincoln. AAI9519558.
https://digitalcommons.unl.edu/dissertations/AAI9519558