User Participation, Conflict, and Conflict Resolution: The Mediating Roles of Influence

Results obtained in a field study of 74 IS projects suggest the relationship between user participation and conflict is more complex than previously believed and influence has a dual role in the emergence of conflict.

Abstract

User participation has long been considered a key ingredient in information system development (ISD). However, research has generally failed to clearly demonstrate the benefits of user participation. A better description of interpersonal processes which occur during system development could be used to help explain the weak results. The present study builds upon the work of Robey and his colleagues (Robey and Farrow 1982, Robey et al. 1989, Robey et al. 1993), who examined user participation, influence, conflict, and conflict resolution during ISD. Results obtained in a field study of 74 IS projects suggest the following four conclusions: (i) conflict is best represented and measured as a multidimensional construct; (ii) the relationship between user participation and conflict is more complex than previously believed; (iii) influence has a dual role in the emergence of conflict; and (iv) influence plays a key role in the satisfactory resolution of conflict.