Knowledge Worker Behavioral Responses and Job Outcomes in Mandatory Enterprise System Use Contexts

We extend models of technology acceptance to understand the acceptance of enterprise systems by knowledge workers involved in strategic business processes by explicitly considering the IT innovation context in three ways: by incorporating work process interdependence, identity, and standards; by examining the interactive effects of these characteristics with implementation characteristics, social influence and facilitating conditions, and by addressing how mental acceptance by employees can be gauged when use is mandated. We empirically test our model using data collected during a field study of the adoption of an enterprise sourcing system by knowledge workers performing the sourcing process. We find that the knowledge worker’s pre-implementation work process characteristics and the implementation characteristics, individually and jointly, influence employee perceptions of the performance benefits of adopting the new enterprise system. These findings provide greater understanding of the innovation process for enterprise systems and suggest opportunities for managers to intervene to drive employee acceptance of enterprise systems in the context of employees’ work processes.