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1、UserParticipation,Conflict,andConflictResolution:TheMediatingRolesofInfluenceHenriBarkiEcoledesHautesEtudesCommerciales5255DecellesMontreal,QuebecCanadaH3T1V6JonHartwickFacultyofManagementMcGillUniversity1001SherbrookeStreetWestMontreal,QuebecCanadaH3A1G5Userparticipationhas
2、longbeenconsideredakeyingredientininfonnationsystemdevelopment(ISD).However,researchhasgenerallyfailedtoclearlydemonstratethebenefitsofuserparticipation.Abetterdescriptionofinter-personalprocesseswhichoccurduringsystemdevelopmentcouldbeusedtohelpexplaintheweakresults.Thepres
3、entstudybuildsupontheworkofRobeyandhiscolleagues(RobeyandFarrow1982,Robeyetal.1989,Robeyetal.1993),whoexamineduserparticipation,influence,conflict,andconflictresolutionduringISD.Resultsobtainedinafieldstudyof74ISprojectssuggestthefollowingfourconclusions:(i)conflictisbestrep
4、resentedandmeasuredasamultidimensionalconstruct;(ii)therelationshipbetweenuserparticipationandconflictismorecomplexthanpreviouslybelieved;(iii)influencehasadualroleintheemergenceofconflict;and(iv)influenceplaysakeyroleinthesatisfactoryresolutionofconflict.Userparticipation—C
5、onflict—Influence—SystemdevelopmentserparticipationhaslongbeenconsideredakeyingredientinthedevelopmentUofinformationsystems(IvesandOlson1984).Twostreamsofparticipationresearchcanbeidentified.Thefirststreamofresearchhasinvestigatedtheimpactofuserparticipationonsystemdevelopme
6、ntoutcomes;forexample,systemquality,attitude,use,andsatisfaction(e.g.,HartwickandBarki1994,IvesandOlson1984,Pettingelletal.1989).Theresultsfromthisresearchhavegenerallybeenconsideredweak,andinconclusive.Forexample,Pettingelletal.(1989)inameta-analyticre-view,foundaveragecorr
7、elationsrangingfrom0.23to0.34betweenparticipationandsystemattitudes,andanaveragecorrelationof0.12betweenparticipationandsys-temuse.Severalexplanationshavebeenprovidedfortheweakresults.IvesandOlson(1984)suggestedmethodologicalandmeasurementproblemsattenuatedtherelationshipswh
8、ichwereobservedinpastresearch.DollandTorkzadeh(1989)have1047.7047/94/0504/0
