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Do we Fully Understand Information Systems Failure? An Exploratory Study of the Cognitive Schema of IS Professionals

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Abstract

Knowledge about the cognitive schema of IS professionals with respect to IS failure is crucial but lacking in the IS literature. To fill this gap, we conducted an exploratory study in which 86 experienced IS professionals categorized a comprehensive set of 70 IS failure risk items into failure clusters that they ranked in the order of their expected organizational impact. These data were analyzed using the MDSORT procedure. Findings indicate that IS professionals do not treat causes and effects as separate failure constructs but rather combine a set of related causes and effect into a single IS failure rule. Through successive refinement, a stable, reliable, and parsimonious IS failure rule schema was developed that consists of six IS failure rules. We also developed specific change agent behaviors that IS professionals can enact, or expect to be enacted by relevant other IS professionals, with respect to each of the six IS failure rules to mitigate failure risk and reduce IS failure.

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Notes

  1. These journals include the eight journals in the AIS senior scholars’ basket of journals, other well-known IS journals with high impact factors, and other high-level journals that publish IS articles. They are MIS Quarterly, Information Systems Research, Journal of Management Information Systems, Journal of the AIS, Information & Management, Decision Support Systems, European Journal of Information Systems, Information Systems Journal, IEEE Transactions on Engineering Management, Decision Sciences, Management Science, Journal of Strategic Information Systems, Journal of Information Technology, and Information Systems Frontiers.

  2. Systems developers have been one of the key foci in the software engineering field. However, the notion of system success in this field has been narrow and focused mostly inwards on issues of developing technically sound systems, and there is less attention paid to socio-organizational issues that may impact system success during development and use phases.

  3. For example, in the DM framework, system quality and information quality causally impact system use and user satisfaction, system use impacts user satisfaction and vice versa, both system use and user satisfaction causally impact individual impact which in turn leads to organizational impact. Thus, these six constructs are treated as separate success constructs in this model. Similarly, the LH framework treats causally distinct failures in separate constructs. Process failure may lead to correspondence failure and vice versa, both of these failures may have an impact on interaction failure and expectation failure, and interaction failure may also lead to expectation failure. Again, causally distinct constructs are treated as separate constructs in the model.

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  1. SKK Business School, Sungkyunkwan University, Seoul, Korea

    Jong Uk Kim

  2. School of Management, Jacobs Management Center, State University of New York at Buffalo, Buffalo, NY, 14260-4000, USA

    Rajiv Kishore

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Kim, J.U., Kishore, R. Do we Fully Understand Information Systems Failure? An Exploratory Study of the Cognitive Schema of IS Professionals. Inf Syst Front 21, 1385–1419 (2019). https://doi.org/10.1007/s10796-018-9838-7

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