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Informing Science: the International Journal of an Emerging Transdiscipline Volume 13, 2010 Editor: T. Grandon Gill A Model for Mandatory Use of Software T echnologies: An Integrative Approach by Applying Multiple Levels of Abstraction of Informing Science Chang E. Koh, Victor R. Prybutok, Sherry D. Ryan, and Yu “Andy” Wu University of North Texas, Denton, TX, USA [email protected] ; [email protected] ; [email protected] ; [email protected]  Abstract Taking the informing science perspective that construes systems at three levels of abstraction, we integrated findings from prior studies into a model for system use in mandatory environments. Data collected from 333 municipal government employees using mandatory systems were used to test the model. We found that captive users’ attitudes toward system use plays a pivotal role while intention to use, the central construct in the Technology Acceptance Model (TAM), loses much of its explanatory power in mandatory settings. Both attitude and intention are not good predictors of use. Data analysis also supported our hypotheses about information quality, a system charac- teristic important to the first-level informing instance, and net benefits from system use, which are the main objectives of informing at the second level of abstraction. We discuss the implica- tions of our findings for system design, the fundamental activity at the third level of abstraction. Keywords: Mandatory software, user attitude, user satisfaction, information quality, system suc- cess, intention to use Introduction With the increasing integration of information technologies (IT) into business, today’s organiza- tions tend to sanction the use of information systems application s over which their employees do not have the privilege of selection. For example, applications such as enterprise resource planning (ERP) systems are widely used and standardize the way software technologies are applied to  business processes. Al ternatively, an organizatio n may install a standard array of d esktop applica- tions, each befitting certain tasks. To study system use in such mandatory environments, re- searchers often apply the Technology Acceptance Model (TAM) with two approaches: (a) using the TAM as is but adding voluntariness as a moderator, or (b) adding antece- dents to perceived usefulness and per- ceived ease of use. Either way, the con- structs of intention to use and use are central to the models, as they are in the TAM. We argue that both approaches are incognizant of the fact that, in man- datory environments, intention and use may not have enough variances to be meaningful criterion variables. Material published as part of this publication, either on-line or in print, is copyrighted by the Informing Science Institute. Permission to make digital or paper copy of part or all of these works for personal or classroom use is granted without fee  provided that the copies ar e not made or distribute d for profit or commercial advantage AND that copies 1) bear this notice in full and 2) give the full citation on the first page. It is per- missible to abstract these works so long as credit is given. To copy in all other cases or to republish or to post on a server or to redistribute to lists requires specific permission and payment of a fee. Contact 0H[email protected]  to re- quest redistribution permission.

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