An Investigation of the Relationships between Users and Providers of Information Technology Services for Improved IT Effectiveness

By Arthur C. McAdams.

Published by The Organization Collection

Format Price
Article: Print $US10.00
Article: Electronic $US5.00

This study investigated the perceptual and cultural gap that exists between the users of IT services and the providers of IT services. The researcher used inductive reasoning to investigate the relationships between the two constituencies in four categories: individual beliefs, corporate culture, organizational design, and IT effectiveness. The findings reveal that although the two constituencies respect each other’s contribution, business professionals believe IT services are expensive and unresponsive. IT professionals believe their role as stewards of valuable software is to ensure efficiency and reliability through appropriate standards and controls. As a response to these perceptions, the two constituencies design organizational structures with the hope of improving IT effectiveness. Largely driven by cost concerns, these solutions often address computer-related IT efficiency at the expense of personnel-related IT responsiveness, which further erodes perceptions of IT effectiveness.

Keywords: IT Effectiveness, Technology, Business Relationships, Software Engineers, IT Liaison, Corporate Culture, Organizational Design, Communication

International Journal of Knowledge, Culture and Change Management, Volume 9, Issue 1, pp.1-10. Article: Print (Spiral Bound). Article: Electronic (PDF File; 1.170MB).

Dr. Arthur C. McAdams

Senior Lecturer, School of Business, University of Bridgeport, Bridgeport, CT, USA

Arthur C. McAdams is a faculty member of the management department in the School of Business at the University of Bridgeport. He is also an adjunct professor in the Charles F. Dolan School of Business at Fairfield University, where he has taught management and IS-related courses since 1999, and an independent management consultant. His expertise and interests are in strategy, operations management, and information systems. A former senior vice president at People’s Bank, Dr. McAdams is an accomplished executive with more than 30 years of progressive experience in systems development, project and process management, business planning, and general management. Dr. McAdams holds a B.S. in General Studies from Fairfield University, an MBA from the University of Connecticut, and a Ph.D. in Information Systems from Nova Southeastern University.


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