{"id":"https://openalex.org/W2033480164","doi":"https://doi.org/10.4018/joeuc.2003040101","title":"Understanding the Hidden Dissatisfaction of Users toward End-User Computing","display_name":"Understanding the Hidden Dissatisfaction of Users toward End-User Computing","publication_year":2003,"publication_date":"2003-04-01","ids":{"openalex":"https://openalex.org/W2033480164","doi":"https://doi.org/10.4018/joeuc.2003040101","mag":"2033480164"},"language":"en","primary_location":{"id":"doi:10.4018/joeuc.2003040101","is_oa":false,"landing_page_url":"https://doi.org/10.4018/joeuc.2003040101","pdf_url":null,"source":{"id":"https://openalex.org/S80285584","display_name":"Journal of Organizational and End User Computing","issn_l":"1546-2234","issn":["1546-2234","1546-5012"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Organizational and End User Computing","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5083206573","display_name":"Nancy C. Shaw","orcid":null},"institutions":[{"id":"https://openalex.org/I162714631","display_name":"George Mason University","ror":"https://ror.org/02jqj7156","country_code":"US","type":"education","lineage":["https://openalex.org/I162714631"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Nancy Shaw","raw_affiliation_strings":["George Mason University, USA","[George Mason University, USA]"],"affiliations":[{"raw_affiliation_string":"George Mason University, USA","institution_ids":["https://openalex.org/I162714631"]},{"raw_affiliation_string":"[George Mason University, USA]","institution_ids":["https://openalex.org/I162714631"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5110061802","display_name":"Joo\u2010Eng Lee\u2010Partridge","orcid":null},"institutions":[{"id":"https://openalex.org/I154264771","display_name":"Central Connecticut State University","ror":"https://ror.org/054gzqw08","country_code":"US","type":"education","lineage":["https://openalex.org/I154264771","https://openalex.org/I4210132746"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Joo-Eng Lee-Partridge","raw_affiliation_strings":["Central Connecticut State University, USA","Central Connecticut State University , USA"],"affiliations":[{"raw_affiliation_string":"Central Connecticut State University, USA","institution_ids":["https://openalex.org/I154264771"]},{"raw_affiliation_string":"Central Connecticut State University , USA","institution_ids":["https://openalex.org/I154264771"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5112849840","display_name":"James S. Ang","orcid":null},"institutions":[{"id":"https://openalex.org/I165932596","display_name":"National University of Singapore","ror":"https://ror.org/01tgyzw49","country_code":"SG","type":"education","lineage":["https://openalex.org/I165932596"]}],"countries":["SG"],"is_corresponding":false,"raw_author_name":"James S. Ang","raw_affiliation_strings":["National University in Singapore, Singapore"],"affiliations":[{"raw_affiliation_string":"National University in Singapore, Singapore","institution_ids":["https://openalex.org/I165932596"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5083206573"],"corresponding_institution_ids":["https://openalex.org/I162714631"],"apc_list":null,"apc_paid":null,"fwci":1.1809,"has_fulltext":false,"cited_by_count":32,"citation_normalized_percentile":{"value":0.87908754,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"15","issue":"2","first_page":"1","last_page":"22"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9908999800682068,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11437","display_name":"Digital Platforms and Economics","score":0.9585999846458435,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/end-user","display_name":"End user","score":0.7056065201759338},{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"User satisfaction","score":0.5732349753379822},{"id":"https://openalex.org/keywords/remedial-education","display_name":"Remedial education","score":0.5643519759178162},{"id":"https://openalex.org/keywords/end-user-computing","display_name":"End-user computing","score":0.5062569975852966},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5031198859214783},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.48523736000061035},{"id":"https://openalex.org/keywords/population","display_name":"Population","score":0.451755166053772},{"id":"https://openalex.org/keywords/qualitative-analysis","display_name":"Qualitative analysis","score":0.45123088359832764},{"id":"https://openalex.org/keywords/computer-users","display_name":"Computer users","score":0.4201813340187073},{"id":"https://openalex.org/keywords/grounded-theory","display_name":"Grounded theory","score":0.4161641597747803},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3811032772064209},{"id":"https://openalex.org/keywords/multimedia","display_name":"Multimedia","score":0.35412174463272095},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.35373032093048096},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.23170387744903564},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.22809743881225586},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.20876526832580566},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.1391621232032776},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.099254310131073},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.07658800482749939},{"id":"https://openalex.org/keywords/social-science","display_name":"Social science","score":0.06748023629188538}],"concepts":[{"id":"https://openalex.org/C91262260","wikidata":"https://www.wikidata.org/wiki/Q528074","display_name":"End user","level":2,"score":0.7056065201759338},{"id":"https://openalex.org/C3017893058","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"User satisfaction","level":2,"score":0.5732349753379822},{"id":"https://openalex.org/C100207952","wikidata":"https://www.wikidata.org/wiki/Q7311597","display_name":"Remedial education","level":2,"score":0.5643519759178162},{"id":"https://openalex.org/C135642988","wikidata":"https://www.wikidata.org/wiki/Q521737","display_name":"End-user computing","level":5,"score":0.5062569975852966},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5031198859214783},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48523736000061035},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.451755166053772},{"id":"https://openalex.org/C3018587665","wikidata":"https://www.wikidata.org/wiki/Q7268696","display_name":"Qualitative analysis","level":3,"score":0.45123088359832764},{"id":"https://openalex.org/C3017393390","wikidata":"https://www.wikidata.org/wiki/Q278368","display_name":"Computer users","level":2,"score":0.4201813340187073},{"id":"https://openalex.org/C156325361","wikidata":"https://www.wikidata.org/wiki/Q1152864","display_name":"Grounded theory","level":3,"score":0.4161641597747803},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3811032772064209},{"id":"https://openalex.org/C49774154","wikidata":"https://www.wikidata.org/wiki/Q131765","display_name":"Multimedia","level":1,"score":0.35412174463272095},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.35373032093048096},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.23170387744903564},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.22809743881225586},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.20876526832580566},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.1391621232032776},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.099254310131073},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.07658800482749939},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.06748023629188538},{"id":"https://openalex.org/C184842701","wikidata":"https://www.wikidata.org/wiki/Q370563","display_name":"Cloud computing security","level":3,"score":0.0},{"id":"https://openalex.org/C149923435","wikidata":"https://www.wikidata.org/wiki/Q37732","display_name":"Demography","level":1,"score":0.0},{"id":"https://openalex.org/C85106507","wikidata":"https://www.wikidata.org/wiki/Q1188445","display_name":"Utility computing","level":4,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C145420912","wikidata":"https://www.wikidata.org/wiki/Q853077","display_name":"Mathematics education","level":1,"score":0.0},{"id":"https://openalex.org/C79974875","wikidata":"https://www.wikidata.org/wiki/Q483639","display_name":"Cloud computing","level":2,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.4018/joeuc.2003040101","is_oa":false,"landing_page_url":"https://doi.org/10.4018/joeuc.2003040101","pdf_url":null,"source":{"id":"https://openalex.org/S80285584","display_name":"Journal of Organizational and End User Computing","issn_l":"1546-2234","issn":["1546-2234","1546-5012"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Organizational and End User Computing","raw_type":"journal-article"},{"id":"pmh:oai:scholarbank.nus.edu.sg:10635/44120","is_oa":false,"landing_page_url":"http://scholarbank.nus.edu.sg/handle/10635/44120","pdf_url":null,"source":{"id":"https://openalex.org/S7407052290","display_name":"National University of Singapore","issn_l":null,"issn":[],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Scopus","raw_type":"Article"},{"id":"pmh:oai:RePEc:igg:joeuc0:v:15:y:2003:i:2:p:1-22","is_oa":false,"landing_page_url":"http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/joeuc.2003040101","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.4300000071525574,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":78,"referenced_works":["https://openalex.org/W338279","https://openalex.org/W9343035","https://openalex.org/W27552794","https://openalex.org/W64211253","https://openalex.org/W144762726","https://openalex.org/W175860469","https://openalex.org/W176376516","https://openalex.org/W182719736","https://openalex.org/W577803894","https://openalex.org/W1480415088","https://openalex.org/W1492816779","https://openalex.org/W1515587369","https://openalex.org/W1528934211","https://openalex.org/W1533217779","https://openalex.org/W1538264000","https://openalex.org/W1576603561","https://openalex.org/W1580022002","https://openalex.org/W1587080007","https://openalex.org/W1592408533","https://openalex.org/W1592962610","https://openalex.org/W1593544550","https://openalex.org/W1598226182","https://openalex.org/W1601493674","https://openalex.org/W1791587663","https://openalex.org/W1954663826","https://openalex.org/W1963608591","https://openalex.org/W1964410191","https://openalex.org/W1964949335","https://openalex.org/W1965868677","https://openalex.org/W1972013208","https://openalex.org/W1973755115","https://openalex.org/W1981409835","https://openalex.org/W1981901365","https://openalex.org/W1992087238","https://openalex.org/W1993040486","https://openalex.org/W1996671488","https://openalex.org/W1997099985","https://openalex.org/W1998244376","https://openalex.org/W1998585711","https://openalex.org/W2000437409","https://openalex.org/W2002398380","https://openalex.org/W2002677052","https://openalex.org/W2007101947","https://openalex.org/W2013185239","https://openalex.org/W2016762381","https://openalex.org/W2021125268","https://openalex.org/W2022363410","https://openalex.org/W2026368098","https://openalex.org/W2031895165","https://openalex.org/W2033943395","https://openalex.org/W2037021532","https://openalex.org/W2038819347","https://openalex.org/W2040267655","https://openalex.org/W2041736172","https://openalex.org/W2042496886","https://openalex.org/W2057012437","https://openalex.org/W2065070973","https://openalex.org/W2070504353","https://openalex.org/W2073394548","https://openalex.org/W2073849932","https://openalex.org/W2081505693","https://openalex.org/W2085081981","https://openalex.org/W2095530042","https://openalex.org/W2096099424","https://openalex.org/W2108617106","https://openalex.org/W2127089424","https://openalex.org/W2129143091","https://openalex.org/W2131932522","https://openalex.org/W2142944151","https://openalex.org/W2154452439","https://openalex.org/W2158809862","https://openalex.org/W2163950848","https://openalex.org/W2171885022","https://openalex.org/W2276049535","https://openalex.org/W2801912492","https://openalex.org/W3022607203","https://openalex.org/W3124865537","https://openalex.org/W3144127399"],"related_works":["https://openalex.org/W2363024216","https://openalex.org/W2028585187","https://openalex.org/W2151638854","https://openalex.org/W2121768382","https://openalex.org/W2022363410","https://openalex.org/W4248897398","https://openalex.org/W2033480164","https://openalex.org/W4242859728","https://openalex.org/W4234688357","https://openalex.org/W4243990662"],"abstract_inverted_index":{"The":[0],"objective":[1],"of":[2,23,34,49,62,71,73,83,128,137,142,155],"this":[3],"research":[4,30],"is":[5],"to":[6,15,66],"examine":[7],"satisfied":[8,76,95,118],"and":[9,77,102,119,152],"dissatisfied":[10,79,120],"end-users":[11],"in":[12],"an":[13],"organization":[14],"determine":[16],"if":[17],"they":[18,133],"hold":[19],"different":[20,123],"technological":[21,69,126],"frames":[22,70,127,136],"reference":[24,72,129,138],"towards":[25,130],"end-user":[26,50],"computing":[27],"(EUC).":[28],"This":[29],"examines":[31],"the":[32,35,39,43,47,53,68,84,90,131,143,148,156],"effectiveness":[33],"computer":[36],"systems":[37],"at":[38,42],"organization,":[40],"while":[41],"same":[44],"time":[45],"measuring":[46],"level":[48],"satisfaction":[51,85],"with":[52,96,147],"EUC":[54,98],"environment.":[55],"Grounded":[56],"theory":[57],"techniques":[58],"for":[59],"qualitative":[60],"analysis":[61,82,106],"interviews":[63,101],"were":[64],"used":[65],"assess":[67],"selected":[74],"highly":[75,78],"users.":[80],"While":[81],"surveys":[86],"alone":[87],"indicated":[88],"that":[89,112],"user":[91],"population":[92],"was":[93],"generally":[94],"their":[97,140,145,153],"environment,":[99],"follow-up":[100],"service":[103],"quality":[104],"gap":[105],"highlighted":[107],"several":[108],"individual":[109],"support":[110,150],"areas":[111],"required":[113],"remedial":[114],"action.":[115],"In":[116],"addition,":[117],"users":[121],"held":[122],"views":[124],"or":[125],"technology":[132,157],"used.":[134],"Their":[135],"affected":[139],"expectations":[141],"technology,":[144],"interactions":[146],"MIS":[149],"staff,":[151],"utilization":[154],"on":[158],"a":[159],"day-to-day":[160],"basis.":[161]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":4},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":2}],"updated_date":"2026-04-04T16:13:02.066488","created_date":"2025-10-10T00:00:00"}