'We should, but don't' paradox: Exploring user acceptance of a business intelligence system.

摘要

This research investigates the use of business intelligence systems that provide on-line access to external information about the business environment on the desktops of individual users. The research explores the question of why potential users are or are not using the business intelligence systems their companies provide. In particular, the study explores the "we should, but don't" paradox in which managers and professionals perceive the business intelligence system as useful, but do not use it.; The research design is a multiple case study, consisting of qualitative and quantitative components to measure perceptions and actual use of a business intelligence system. The study is grounded in the IT implementation literature, focusing on individual user acceptance and diffusion of the innovation, and in the organizational development literature on environmental scanning.; Several variables are explored to determine why potential users are or are not using the business intelligence system. Those variables with the highest positive correlations with use of the system are built into an acceptance process model. Interviews with potential users at two pharmaceutical companies and two banks highlight the importance of considering user acceptance of information technology within the environmental and organizational contexts. The factors having the greatest influence on user acceptance of the business intelligence system are related to task. Potential users are more likely to accept a business intelligence system if it impacts the core activities of their job, and if the expected net impact of the technology on activities is positive.; A framework is developed to explore the "we should, but don't" paradox by recognizing the variance between perceived usefulness and actual use. Exploration of the variance identifies "resistance factors", or factors that intervene in a potential user's decision to use the system. Resistance factors include the use of an information chauffeur to gather information, perceived cost of the system, time to learn and use the system, and the need for a match between the technology and the task to be accomplished.