Skip to main content
SpringerLink
Log in

Satisfaction with employee relationship management systems: the impact of usefulness on systems quality perceptions

  • Original Article
  • Published:
European Journal of Information Systems

Abstract

The ability to effectively manage external customer satisfaction through IT-based Customer Relationship Management systems (CRM) is well documented in the literature. The concept of applying such technologies in Business to Employee relationships to manage the firm's relationships with its employees is not. By extending the CRM paradigm to consider the service of internal customers, we characterize the emergent concept of Employee Relationship Management systems (ERM) for investigation. We find that employee satisfaction with ERM systems designed to provide access to benefits and other important employee services is largely a function of systems quality perceptions, as moderated by employee perceptions of system usefulness. Specifically, we believe our results suggest that high-quality systems implementations will not produce high degrees of employee satisfaction with ERM systems unless such systems are also found by the employee to be highly useful for their intended purpose. This highlights the critical role of accurate assessments of user requirements matched to specific needs from human resources-based systems support in the analysis phase of system design.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Figure 1
Figure 2
Figure 3

Similar content being viewed by others

References

  • Babakus E and Boller GW (1999) An empirical assessment of the SERVQUAL scale. Journal of Business Research 24 (3), 253–268.

    Article  Google Scholar 

  • Barker RM and Wright AL (1997) End user computing levels, job motivation and user perceptions of computing outcomes: a field investigation. In NIEDERMAN F (Ed.), Proceedings of the ACM SIGCPR Conference on Computer Personnel Research, San Francisco, CA.

    Google Scholar 

  • Baron RM and Kenny DA (1986) The moderator-mediator variable distinction in social psychological research: conceptual, strategic and statistical considerations. Journal of Personality and Social Psychology 51 (6), 1173–1182.

    Article  Google Scholar 

  • Becker BE, Huselid MA and Ulrich D (2001) The HR Scorecard: Linking People, Strategy and Performance, Harvard Business School Press, Cambridge, MA.

    Google Scholar 

  • Berry LL (1981) The employee as customer. Journal of Retail Marketing 3, 5–28.

    Google Scholar 

  • Bolton RN and Drew JH (1991) A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research 17, 375–384.

    Article  Google Scholar 

  • Campbell JP and Beaty EE (1971) Organizational climate: its measurement and relationship to work group performance. In Proceedings of the American Psychological Association, Washington, DC.

    Google Scholar 

  • Carman JM (1990) Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing 66 (1), 33–54.

    Google Scholar 

  • Chalmeta R (2006) Methodology for customer relationship management. The Journal of Systems and Software 79, 1015–1024.

    Article  Google Scholar 

  • Cheney PH and Dickson GW (1982) Organizational characteristics and information systems: an exploratory investigation. Academy of Management Journal 25 (1), 170–184.

    Article  Google Scholar 

  • Chin W (1998) Issues and opinions on structural equation modeling. MIS Quarterly 22 (1), vii–xvi.

    Google Scholar 

  • Collier JE and Bienstock CC (2006) Measuring service quality in e-retailing. Journal of Service Research 8 (3), 260–275.

    Article  Google Scholar 

  • Conduit J and Mavondo FT (2001) How critical is internal customer orientation to market orientation. Journal of Business Research 51, 11–24.

    Article  Google Scholar 

  • Crandell C (2005) Self-service in admissions and financial aid is convenient and saves time for students. [WWW document] http://www.computing.wayne.edu/cit/infotech_newsl_fall2005.pdf. (accessed 24 June 2008).

  • CRM today (2009) You can’t have effective CRM without ERM (employee relationships management). [WWW document] http://www.crm2day.com, (accessed 17 January 2009).

  • Cronin JJ and Taylor SA (1992) Measuring service quality: a re-examination and extension. Journal of Marketing 56 (3), 55–68.

    Article  Google Scholar 

  • Cronin JJ and Taylor SA (1994) SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurements of service quality. Journal of Marketing 58 (1), 125–131.

    Article  Google Scholar 

  • Dabholkar PA (1996) Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. International Journal of Research in Marketing 13 (1), 29–51.

    Article  Google Scholar 

  • Dabholkar PA and Bagozzi RP (2002) An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors. Academy of Marketing Science 30 (3), 184–201.

    Article  Google Scholar 

  • Davis F (1989) Perceived usefulness, perceived ease of use and user acceptance of information technology. MIS Quarterly 13 (3), 319–340.

    Article  Google Scholar 

  • Davis FD, Bagozzi RP and Warshaw PR (1989) Use acceptance of computer technology: a comparison of two theoretical models. Management Science 35 (8), 982–1003.

    Article  Google Scholar 

  • Delaney JT and Huselid MA (1996) The impact of human resource management practices on perceptions of organizational performance. Academy of Management Journal 39 (4), 949–969.

    Article  Google Scholar 

  • Delone WH and Mclean ER (1992) Information systems success: the quest for the dependent variable. Information Systems Research 3, 60–95.

    Article  Google Scholar 

  • Delone WH and Mclean ER (2003) The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems 19 (4), 9–30.

    Google Scholar 

  • Desanctis G (1986) Human resource information systems: a current assessment. MIS Quarterly 10 (1), 15–27.

    Article  Google Scholar 

  • Devaraj S, Fan M and Kohli R (2002) Antecedents of B2C channel satisfaction and preference: validation e-commerce metrics. Information Systems Research 13 (3), 316–333.

    Article  Google Scholar 

  • Diamantopoulos A and Winklhofer HM (2001) Index construction with formative indicators: an alternative to scale development. Journal of Marketing Research 38 (2), 269–277.

    Article  Google Scholar 

  • Doll WJ and Torkzadeh G (1988) The measurement of end-user computing satisfaction. MIS Quarterly 12 (2), 259–274.

    Article  Google Scholar 

  • Edwards JR and Lambert LS (2007) Methods for integrating moderation and mediation: a general analytical framework using moderated path analysis. Psychological Methods 12 (1), 1–22.

    Article  Google Scholar 

  • Evans C (2003) Managing for Knowledge – HR's Strategic Role, Butterworth-Heinemann Publication, Burlington, MA.

    Google Scholar 

  • Galletta DF and Lederer AL (1989) Some cautions on the measurement of user information satisfaction. Decision Sciences 20 (3), 419–438.

    Article  Google Scholar 

  • Gefen D and Ridings CM (2002) Implementation team responsiveness and user evaluation of customer relationship management: a quasi-experimental design study of social exchange theory. Journal of Management Information Systems 19 (1), 47–69.

    Google Scholar 

  • Gefen D and Straub D (2005) A practical guide to factorial validity using PLS-Graph: tutorial and annotated example. Communications of the AIS 16, 91–109.

    Google Scholar 

  • Ghani JA and Al-Meer AR (1989) Effect of end-user computing on job satisfaction: an exploratory study. Information and Management 17 (4), 191.

    Article  Google Scholar 

  • Gillenson M and Sanders T (2005) Employee relationship management: applying the concept of personalization to U.S. navy sailors. Information Systems Management 22 (1), 45–50.

    Article  Google Scholar 

  • Gomez C and Rosen B (2001) The leader-member exchange as a link between managerial trust and employee empowerment. Group and Organization Management 26 (1), 53–69.

    Article  Google Scholar 

  • Goodhue DL, Wixom BH and Watson HJ (2002) Realizing business benefits through CRM: hitting the right target in the right way. MIS Quarterly Executive 1 (2), 79–94.

    Google Scholar 

  • Graham ME and Meuse D (1997) The technology of benefits outsourcing: help employees help themselves. Benefits Quarterly 13 (1), 28–31.

    Google Scholar 

  • Greene WE, Walls GD and Schrest LJ (1994) Internal marketing: the key to external marketing success. Journal of Services Marketing 8 (4), 5–13.

    Article  Google Scholar 

  • Hansen MT and Deimler MS (2001) Cutting costs while improving morale with B2E management. MIT Sloan Management Review 43 (1), 96–100.

    Google Scholar 

  • Harter JK, Schmidt FL and Hayes TL (2002) Business-unit-level relationship between employee satisfaction, employee engagement and business outcomes: a meta-analysis. Journal of Applied Psychology 87 (2), 268–279.

    Article  Google Scholar 

  • Hendrickson AR, Massey PD and Cronan TP (1993) On the test-retest reliability of perceived usefulness and perceived ease of use scales. MIS Quarterly 17 (2), 227–230.

    Article  Google Scholar 

  • Hwang Y and Kim DJ (2007) Customer self-service systems: the effects of perceived web quality with service contents on enjoyment, anxiety, and e-trust. Decision Support Systems 43, 746–760.

    Article  Google Scholar 

  • Ives B, Olson M and Baroudi J (1983) The measurement of user information satisfaction. Communications of the ACM 26 (10), 785–793.

    Article  Google Scholar 

  • Jarvis CB, Mackenzie SB and Padsakoff PM (2003) A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research 30, 199–218.

    Article  Google Scholar 

  • Karahanna E, Straub DW and Chervany NL (1999) Information technology adoption across time: a cross-sectional comparison of pre-adoption and post-adoption beliefs. MIS Quarterly 23 (2), 183–213.

    Article  Google Scholar 

  • Kettinger WJ and Lee CC (1994) Perceived service quality and user satisfaction with the information services function. Decision Sciences 25 (5/6), 737–766.

    Article  Google Scholar 

  • Kim JW, Choi J, Qualls W and Park J (2004) The impact of CRM on firm and relationships level performance in distribution networks. Communications of the AIS 14, 632–652.

    Google Scholar 

  • Kimsey-Sward K (2001) From CRM to ERM (employee relationship management). The RAM Journal 83 (6), 62.

    Google Scholar 

  • King SF and Burgess TF (2008) Understanding success and failure in customer relationship management. Industrial Marketing Management 37, 421–431.

    Article  Google Scholar 

  • Kotler P (2000) Marketing Management-Analysis, Planning Implementation and Control, 10th edn, Prentice-Hall, Englewood Cliffs, NJ.

    Google Scholar 

  • Kotorov RP (2003) Customer relationships management: strategic lessons and future directions. Business Process Management Journal 9 (5), 566–571.

    Article  Google Scholar 

  • Kutner MH, Nachtsheim CJ and Neter J (2004) Applied Linear Regression Models, 4th edn, McGraw-Hill Irwin, New York.

    Google Scholar 

  • Loiacono ET, Watson RT and Goodhue DL (2007) WebQual: an instrument for consumer evaluation of web sites. International Journal of Electronic Commerce 11 (3), 51–87.

    Article  Google Scholar 

  • Mackenzie SB, Padsakoff PM and Jarvis CB (2005) The problem of measurement model misspecification in behavioral and organizational research and some recommend solutions. Journal of Applied Psychology 90 (4), 710–730.

    Article  Google Scholar 

  • Marakas G, Johnson RD and Clay P (2007) The evolving nature of the computer self-efficacy construct: an empirical investigation of measurement construction, validity, reliability and stability over time. Journal of the Association of Information Systems 8 (1), 16–46.

    Google Scholar 

  • Mathieson K (1991) Predicting user intentions: comparing the technology acceptance model with the theory of planned behavior. Information Systems Research 2, 173–191.

    Article  Google Scholar 

  • Mccormick SC (1998) The virtual HR organization. Management Accounting 80 (4), 48–51.

    Google Scholar 

  • Mithas S, Krishnan MS and Fornell C (2005) Why do customer relationship management applications affect customer satisfaction? Journal of Marketing 69, 201–209.

    Article  Google Scholar 

  • Mootheril F and Singh M (2009) Achieving organizational effectiveness from business to employee (B2E) e-business model. In BAPNA R and SAMBAMURTHY V (Eds), Proceedings of the Pacific Asia Conference on Information Systems, Hyderabad, India.

    Google Scholar 

  • Newman JE (1997) Development of a measure of perceived work environment. Academy of Management Journal 20 (4), 520–534.

    Article  Google Scholar 

  • Nielson NL (2002) How technology affects the design and administration of pensions and benefits. Journal of Labor Research 23 (3), 417–431.

    Article  Google Scholar 

  • Ostroff C (1992) The relationship between satisfaction, attitude and performance: an organizational level analysis. Journal of Applied Psychology 77 (6), 963–974.

    Article  Google Scholar 

  • Panker J (2004) Is ERM the next CRM? Siebel Speaker Series [WWW document] http://searchcrm.techtarget.com/qna/0,28902,sid11_qci952275,00.html (accessed May 2006).

  • Parasuraman A, Zeithaml VA and Berry LL (1988) SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 (1), 12–40.

    Google Scholar 

  • Parasuraman A, Zeithaml VA and Berry LL (1991) Refined and reassessment of the SERVQUAL scale. Journal of Retailing 67 (4), 420–450.

    Google Scholar 

  • Parasuraman A, Zeithaml VA and Malhotra A (2005) E-S-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research 7 (3), 213.

    Article  Google Scholar 

  • Petter S, Straub DW and Rai A (2007) Specifying formative constructs in information systems research. MIS Quarterly 31 (4), 623–656.

    Google Scholar 

  • Pfeffer J and Veiga JF (1999) Putting people first for organizational success. Academy of Management Executive 13 (2), 41–43.

    Google Scholar 

  • Phelps R and Mok M (1999) Managing the risks of intranet implementation: an empirical study of user satisfaction. Journal of Information Technology 14, 39–52.

    Article  Google Scholar 

  • Pitt LF, Watson RT and Kavan CB (1995) Service quality: a measure of information systems effectiveness. MIS Quarterly 19 (2), 173–187.

    Article  Google Scholar 

  • Pitt LF, Watson RT and Kavan CB (1997) Measuring information systems service quality: concerns for a complete canvas. MIS Quarterly 21 (6), 209–221.

    Article  Google Scholar 

  • Rafiq M and Ahmed PK (2000) Advances in the internal marketing concept: definition, synthesis and extension. Journal of Service Marketing 14 (6), 449–462.

    Article  Google Scholar 

  • Rigby DK and Ledingham D (2004) CRM done right. Harvard Business Review 82 (11), 118–129.

    Google Scholar 

  • Rivard S and Huff SL (1984) User developed applications: evaluation of success from the DP department perspective. MIS Quarterly 8 (1), 39–50.

    Article  Google Scholar 

  • Ross DF (2005) E-CRM from a supply chain management perspective. Information Systems Management 22 (11), 37–44.

    Article  Google Scholar 

  • Shanks G, Jagielska I and Jayaganesh M (2009) A framework for understanding customer relationship management system benefits. Communications of the AIS 26, 263–288.

    Google Scholar 

  • Shih H, Chiang Y and Hsu C (2006) Can high performance work systems really lead to better performance? International Journal of Manpower 27 (8), 741–763.

    Article  Google Scholar 

  • Smith PC (1992) In pursuit of happiness: why study general job satisfaction? In Job Satisfaction: How People Feel About Their Jobs and How it Affects Their Performance (CRANNY C, SMITH C and STONE E, Eds), Lexington Books, New York.

    Google Scholar 

  • Snee RD (2003) Eight essential tools. Quality Progress 36 (12), 86–88.

    Google Scholar 

  • Straub DW (1989) Validating instruments in MIS research. MIS Quarterly 13 (2), 147–169.

    Article  Google Scholar 

  • Straub DW, Limayem M and Karahanna E (1995) Measuring system usage: implications for IS theory testing. Management Science 41 (8), 1328–1342.

    Article  Google Scholar 

  • Strohmeier S (2007) Research in eHRM: review and implications. Human Resource Management Review 17, 19–37.

    Article  Google Scholar 

  • Stein A, Hawking P and Wyld D (2005) B2E SAP portals: employee self-service case study. In Managing Business with SAP (LAU L, Ed.), Idea Group, Hershey, PA.

    Google Scholar 

  • Subramanian GH (1994) A replication of perceived usefulness and perceive ease of use. Decision Sciences 25 (5/6), 863–874.

    Article  Google Scholar 

  • Sun B (2006) Technology innovation and implications for customer relationship management. Marketing Science 25 (6), 594–597.

    Article  Google Scholar 

  • Swanson EB (1974) Management information systems: appreciation and involvement. Management Science 21 (2), 178–188.

    Article  Google Scholar 

  • Tansuhaj PS, Randall D and Mccullough J (1991) Applying the internal marketing concept within large organizations: a applied to a credit union. Journal of Professional Services Marketing 6 (2), 193–203.

    Article  Google Scholar 

  • Taylor S and Todd P (1995) Assessing IT usage: the role of prior experience. MIS Quarterly 19 (4), 561–570.

    Article  Google Scholar 

  • Ulrich D (1997) Human Resource Champions. Harvard Business School Press, Boston, MA.

    Google Scholar 

  • Van Dyke TP, Kappelman LA and Prybutok VR (1997) Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire. MIS Quarterly 21 (2), 195–208.

    Article  Google Scholar 

  • Venkatesh V and Davis FD (1996) A model of the antecedents of perceived ease of use: development and test. Decision Sciences 27 (3), 451–481.

    Article  Google Scholar 

  • Venkatesh V and Davis FD (2000) A theoretical extension of the technology acceptance model: four longitudinal field studies. Management Science 46 (2), 186–204.

    Article  Google Scholar 

  • Vroom VH (1964) Work and Motivation. Wiley, New York.

    Google Scholar 

  • Wilkens PL (1971) An analysis of the attitudinal and behavioral impact of a human resource information system. Unpublished Ph.D. Dissertation, Columbus Ohio, The Ohio State University.

  • Wolfinbarger M and Gilly MS (2003) eTailQ: dimensionalizing, measuring and predicting eTail quality. Journal of Retailing 79 (3), 183–198.

    Article  Google Scholar 

  • Yang Z, Cai S, Zhou Z and Zhou N (2005) Development and validation of an instrument to measure user perceived service quality of information presenting Web portals. Information & Management 42, 575–589.

    Article  Google Scholar 

  • Yoo B and Donthu N (2001) Developing a scale to measure the perceived quality of internet shopping sites (SITEQUAl). Quarterly Journal of Electronic Commerce 2 (1), 31–47.

    Google Scholar 

  • Zeithaml VA (2002) Service excellence in electronic channels. Managing Service Quality 12 (3), 135–138.

    Article  Google Scholar 

  • Zeithaml VA, Parasuraman A and Malhotra A (2000) E-service Quality: Definition, Dimensions and Conceptual Model. Marketing Science Institute, Cambridge MA.

    Google Scholar 

  • Zeithaml VA, Parasuraman A and Malhotra A (2002) Service quality delivery through Web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science 30 (4), 362–375.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. First Horizon Corporation, Memphis, TN, U.S.A.

    Yang Yang

  2. MIS Department, Fogelman College of Business and Economics, University of Memphis, Memphis, TN, U.S.A.

    Thomas F Stafford & Mark Gillenson

Authors
  1. Yang Yang
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Thomas F Stafford
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Mark Gillenson
    View author publications

    You can also search for this author in PubMed Google Scholar

Rights and permissions

Reprints and permissions

About this article

Cite this article

Yang, Y., Stafford, T. & Gillenson, M. Satisfaction with employee relationship management systems: the impact of usefulness on systems quality perceptions. Eur J Inf Syst 20, 221–236 (2011). https://doi.org/10.1057/ejis.2010.69

Download citation

  • Received:

  • Revised:

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1057/ejis.2010.69

Keywords

Search

Navigation