Date of Conferral

2021

Degree

Ph.D.

School

Information Systems and Technology

Advisor

Michael Neubert

Abstract

Enterprise system software is adapted by organizations to automate business processes. However, adaptation failures ranging from 50% to 90% make an enterprise system nonusable, costing millions of dollars to companies. The problem was the systemic barrier hindering productivity, which impels a phenomenological study to explore on what are the lived experiences of Canadian automotive dealership accountants related to their productivity and well-being when the enterprise system is nonusable. The research question asked, what are the lived experiences of Canadian automotive dealership accountants related to their productivity and well-being when the ES is nonusable. The conceptual framework for this research was a synthesis of the philosophy of utilitarian accounts of Griffin, the job demand-resource theory of Bakker and Demerouti, and change management applied to enterprise system adaptation. Data were collected via interviews and analyzed via a modified Stevick–Colaizzi–Keen data analysis technique. Findings indicated that enterprise system nonusability affects the productivity and well-being of automotive dealership accountants in carrying out their tasks to fulfill their deliverables. Six major themes were identified: enterprise system support, job demands for accountants, the importance of training, limited features/providers slow to improve, setup and configuration, and a proactive approach. Implications for positive social change include adding more emphasis on the human aspects of enterprise system adaptation for productivity and promotion of health and well-being among users to benefit employers, employees, customers, and the community.

Download

Share

 
COinS