A user empowerment approach to information systems infusion

Information systems (IS) investments fail largely because a newly implemented system is not fully infused into its users' everyday life at work. IS infusion beyond an organization's mandated usage requires that users are actively motivated to use it and that they hold authority over usage of the system. Psychological empowerment represents one's motivational orientation, as well as one's authority to tap into a system's maximum potential. This empowerment is likely an important mechanism underlying successful IS infusion. The main objectives of this study are to: 1) understand the antecedents of empowerment; and 2) examine the effect of empowerment on IS infusion. We developed a theoretical model that was empirically tested through a field study, which focused upon individuals' use of a customer relationship management system. The results strongly support our theoretical model and reveal that the design of a work environment (i.e., IS, job, and social structure) affects the development of user empowerment. User empowerment in-turn plays a prominent role in regulating various aspects of IS infusion (i.e., extended use, integrative use, and emergent use). Overall, this paper contributes to postadoption research by introducing the concept of user empowerment and demonstrating its critical role in regulating IS infusion. It also helps managers promote user empowerment and eventually achieve IS infusion in organizations.