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Interaction quality between IS professionals and users: impacting conflict and project performance

Department of Information Management, National Central University, Taiwan, R.O.C.

Henry H.G. Chen

Institute of Technology Management, National Tsing Hua University, Taiwan, R.O.C.

James J. Jiang

Department of Management Information Systems, University of Central Florida, USA, jjiang{at}bus.ucf.edu

Gary Klein

College of Business and Administration, The University of Colorado at Colorado Springs, USA

The quality of the interaction between the information system project team and the users in a development project is not clearly linked to the success of projects in terms of meeting budgets and product goals. Quality interaction may be crucial in understanding why past research is equivocal in support of the development maxim that user involvement is crucial to the success of an information system project. In this study, internal conflict among the IS project team is separated from the conflict of project team members with external users. Both internal and external team conflicts are found to impact interaction quality negatively, which in turn is strongly and positively related to project performance. These relationships indicate that attention to both internal and external conflict is crucial in achieving project goals.

Key Words: user interaction • interpersonal conflict • project management

Journal of Information Science, Vol. 31, No. 4, 273-282 (2005)
DOI: 10.1177/0165551505054169


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