Abstract
This primary objective of this paper is to investigate new ways to tackle the old problem of organisation failure of information systems (IS) development. IS failure is defined as a gap between what the users expect from an information system and how well these expectations are met by the perceived performance of the delivered system. Problems leading to this expectation-perception gap are identified and modelled as five interrelated discrepancies or gaps throughout the process of IS development. The antecedents pertaining to each gap and corrective measures to close the gaps are also suggested. Success in IS development could be achieved by closing the five interrelated gaps and thus closing the expectation-perception gap.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Jayaratna N. Understanding and Evaluating Methodologies, NIMSAD — a systemic framework. McGraw-Hill, Maidenhead, 1994
Stamper RK. Information in business and administrative systems. Batsford, London, 1973
Lyytinen K. Expectation failure concept and systems analysts’ view of information system failures: results of an exploratory study. Information & Management 1988; 14: 45–56
Shand RM. User manuals as project management tools: part I — theoretical background. IEEE Transactions on Professional Communication 1994; 37(2): 75–80
Zeithaml VA, Parasuraman A, Berry LL. Delivering Quality Service: Balancing Customer Perception and Expectation. The Free Press, NY, 1990
Pitt LF, Watson RT, Kavan CB. Service Quality: a measure of information systems effectiveness. MIS Quarterly 1995; 19(2): 173–187
Cleland DI, King WR. Systems Analysis and Project Management. McGraw-Hill, NY, 1983
Boehm BW. Software Engineering Economics. Prentice Hall, Englewood Cliffs, NJ, 1981
Orlikowski WJ. The duality of technology: rethinking the concept of technology in organisation. Orghanization Science 1992; 3(3): 398–427
Drucker P. Innovation and entrepreneurship: practice and principles. Harper & Row, NY, 1985
Checkland PB. Systems Thinking, Systems Practice. John Wiley & Sons, Chichester, 1981
Walsham G. Interpreting Information Systems in Organisations. John Wiley & Sons, Chichester, 1993
Winter MC, Brown DH, Checkland PB. A role for Soft Systems Methodology in information systems development. European Journal of Information Systems 1995; 1(4): 130–142
Lyytinen K, Hirschheim R. Information systems failures — A survey and classification of the empirical literature. Oxford Survey of Information Technology 1987; 4: 257–309
Alter S, Ginzberg MJ. Managing uncertainty in MIS implementation. Sloan Management Review 1978; 19: 23–31
Brooks FP. The Mythical Man-Month. Addison-Wesley, Reading, Mass, 1975
Lucas HC. Implementation: the key to successful information systems, Columbia University Press, NY, 1981
Walsham G, Symons V, Waema T. Information systms as social systems: implications for developing countries. Information Technology for Development 1988; 3(3): 189–204
Kettinger WJ, Lee CC. Exploring a‘gap’ model of information services quality. Information Resources Management Journal 1995; 8: 5–16
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 1999 Springer-Verlag London
About this paper
Cite this paper
Lai, L.S.L. (1999). An Expectation-Perception Gap Analysis of Information Systems Failure. In: Wood-Harper, T., Jayaratna, N., Wood, B. (eds) Methodologies for Developing and Managing Emerging Technology Based Information Systems. Springer, London. https://doi.org/10.1007/978-1-4471-3629-3_12
Download citation
DOI: https://doi.org/10.1007/978-1-4471-3629-3_12
Publisher Name: Springer, London
Print ISBN: 978-1-85233-079-8
Online ISBN: 978-1-4471-3629-3
eBook Packages: Springer Book Archive