Whereas expectations concerning both process and product are essential for information system development (ISD) project success, research has focused on end-user expectations toward the product. Based on semi-structured interviews, we shed light on the relevance of process expectations for customer satisfaction in ISD projects, concrete customer expectations toward the process, and approaches for managing these expectations. Our study provides means to manage customer expectations and thus increase the likelihood of customer satisfaction.
AndersonE. W., & SullivanM. W. (1993). The antecedents and consequences of customer satisfaction for firms.Marketing Science, 12(2), 125–143.
2.
BaccariniD. (1999). The logical framework method for defining project success.Project Management Journal, 30(4), 25–32.
3.
BastenD., JoostenD., & MellisW. (2012). Managers’ perceptions of information system project success.Journal of Computer Information Systems, 52(2), 12–21.
4.
BhattacherjeeA. (2001). Understanding information systems continuance: An expectation-confirmation model.MIS Quarterly, 25(3), 351–370.
5.
BoehmB. (2000). The art of expectations management.Computer, 33(1), 122–124.
6.
BoehmB. W., & RossR. (1989). Theory-w software project management principles and examples.IEEE Transactions on Software Engineering, 15(7), 902–916.
7.
BourneL., & WalkerD. H. (2005). Visualising and mapping stakeholder influence.Management Decision, 43(5), 649–660.
8.
BourqueP., & FairleyR. E. (2014). Swebok: Guide to the software engineering body of knowledge.Los Alamitos, CA: IEEE Computer Society.
9.
BoydA. (2001). The five maxims of project satisfaction.Aslib Proceedings, 53(10), 423–430.
10.
ConrathD. W., & MignenO. P. (1990). What is being done to measure user satisfaction with EDP/MIS.Information & Management, 19(1), 7–19.
11.
de BakkerK., BoonstraA., & WortmannH. (2012). Risk managements’ communicative effects influencing IT project success.International Journal of Project Management, 30(4), 444–457.
12.
DiegmannP., BastenD., & PankratzO. (2015). Influence of communication on client satisfaction in information system projects—A quantitative field study.Proceedings of the International Research Workshop on Information Technology Project Management, Fort Worth, TX, pp. 46–61.
13.
DingsøyrT., NerurS., BalijepallyV., & MoeN. B. (2012). A decade of agile methodologies: Towards explaining agile software development.Journal of Systems and Software, 85(6), 1213–1221.
14.
DinhJ. E., LordR. G., GardnerW. L., MeuserJ. D., LidenR. C., & HuJ. (2014). Leadership theory and research in the new millennium: Current theoretical trends and changing perspectives.The Leadership Quarterly, 25(1), 36–62.
15.
EisenhardtK. M. (1989). Building theories from case study research.Academy of Management Review, 14(4), 532–550.
16.
EskerodP., & HuemannM. (2013). Sustainable development and project stakeholder management: What standards say.International Journal of Managing Projects in Business, 6(1), 36–50.
17.
EskerodP., & HuemannM., & RinghoferC. (2015). Stakeholder inclusiveness: Enriching project management with general stakeholder theory.Project Management Journal, 46(6), 42–53.
EskerodP., & VaagaasarA. L. (2014). Stakeholder management strategies and practices during a project course.Project Management Journal, 45(5), 71–85.
20.
FerreiraC., & CohenJ. (2008). Agile systems development and stakeholder satisfaction: A South African empirical study. In Proceedings of the 2008 Annual Research Conference of the South African Institute of Computer Scientists and Information Technologists on IT Research in Developing Countries: Riding the Wave of Technology (pp. 48–55). Garden Route, Wilderness, South Africa, October 6–8, 2008.
21.
FlickU. (2009). An introduction to qualitative research (4th ed.). Los Angeles, CA: Sage.
22.
GemündenH. G. (2015a). Success factors of global new product development programs, the definition of project success, knowledge sharing, and special issues of Project Management Journal®.Project Management Journal, 46(1), 2–11.
23.
GemündenH. G. (2015b). Foundations of project management research: Stakeholders and agile.Project Management Journal, 46(6), 3–5.
24.
GlaserB. G., & StraussA. L. (1967). The discovery of grounded theory. Strategies for qualitative research.Chicago, IL: Aldine Publishing Company.
25.
GubaE. G. (1978). Toward a methodology of naturalistic inquiry in educational evaluation.Los Angeles, CA: University of California.
26.
HossainM. A., & QuaddusM. (2012). Expectation–confirmation theory in information system research: A review and analysis. In DwivediY. K., WadeM. R., & SchnebergerS. L. (Eds.), Information systems theory. Explaining and predicting our digital society (pp. 441–469). New York, NY: Springer.
27.
HummelM., RosenkranzC., & HoltenR. (2013). The role of communication in agile systems development. An analysis of the state of the art.Business & Information Systems Engineering, 5(5), 344–355.
28.
JiangJ. J., KleinG., & SaundersC. (2012). Discrepancy theory models of satisfaction in IS research. In DwivediY. K., WadeM. R., & SchnebergerS. L. (Eds.), Information systems theory. Explaining and predicting our digital society (pp. 355–381). New York, NY: Springer.
29.
KappelmanL. A., McKeemanR., & ZhangL. (2006). Early warning signs of IT project failure: The dominant dozen.Information Systems Management, 23(4), 31–36.
30.
KleinH. K., & MyersM. D. (1999). A set of principles for conducting and evaluating interpretive field studies in information systems.MIS Quarterly, 23(1), 67–93.
31.
KopalleP. K., & LehmannD. R. (2001). Strategic management of expectations: The role of disconfirmation sensitivity and perfectionism.Journal of Marketing Research, 38(3), 386–394.
32.
LeeG., & XiaW. (2010). Toward agile: An integrated analysis of quantitative and qualitative field data on software development agility.MIS Quarterly, 34(1), 87–114.
33.
LegrisP., & ColleretteP. (2006). A roadmap for IT project implementation: Integrating stakeholders and change management issues.Project Management Journal, 37(5), 64–75.
34.
LinbergK. R. (1999). Software developer perceptions about software project failure: A case study.Journal of Systems and Software, 49(2-3), 177–192.
35.
LiuJ. Y.-C., ChenH.-G., ChenC. C., & SheuT. S. (2011). Relationships among interpersonal conflict, requirements uncertainty, and software project performance.International Journal of Project Management, 29(5), 547–556.
36.
LockeE. A. (1969). What is job satisfaction?Organizational Behavior and Human Performance, 4(4), 309–336.
37.
LockerD., & DuntD. (1978). Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care.Social Science & Medicine. Part A: Medical Psychology & Medical Sociology, 12283–12292.
38.
LordR. G., & ShondrickS. J. (2011). Leadership and knowledge: Symbolic, connectionist, and embodied perspectives.The Leadership Quarterly, 22(1), 207–222.
39.
LyytinenK. (1988). Expectation failure concept and systems analysts’ view of information system failures: Results of an exploratory study.Information & Management, 14(1), 45–56.
40.
MarkusM. L., & KeilM. (1994). If we build it, they will come: Designing information systems that people want to use.Sloan Management Review, 3511.
41.
McKeenJ. D., GuimaraesT., & WetherbeJ. C. (1994). The relationship between user participation and user satisfaction: An investigation of four contingency factors.MIS Quarterly, 18(4), 427–451.
42.
MillerH. (2000). Managing customer expectations.Information Systems Management, 17(2), 1–4.
43.
MishraA., & DwivediY. K. (2012). Stakeholder theory and applications in information systems. In DwivediY. K., WadeM. R., & SchnebergerS. L. (Eds.), Information systems theory: Explaining and predicting our digital society (pp. 471–488). New York, NY: Springer.
44.
MoynihanT. (2002). Coping with client-based “People-problems:” The theories-of-action of experienced IS/software project managers.Information & Management, 39(5), 377–390.
45.
MyersM. D., & NewmanM. (2007). The qualitative interview in IS research: Examining the craft.Information Organization, 17(1), 2–26.
46.
NelsonR. (2005). Project retrospectives: Evaluating project success, failure, and everything in between.MIS Quarterly Executive, 4(3), 361–372.
47.
NevoD., & WadeM. R. (2007). How to avoid disappointment by design.Communications of the ACM, 50(4), 43–48.
48.
OjasaloJ. (2001). Managing customer expectations in professional services.Managing Service Quality, 11(3), 200–212.
49.
OliverR. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions.Journal of Marketing Research, 17(4), 460–469.
50.
PankratzO., & LoebbeckeC. (2011). Project managers’ perception of IS project success factors—A repertory grid investigation. In Proceedings of the 19th European Conference on Information Systems, June 9–11, Helsinki, Finland.
51.
ParasuramanA., ZeithamlV. A., & BerryL. L. (1985). A conceptual model of service quality and its implications for future research.Journal of Marketing, 49(4), 41–50.
52.
ParasuramanA., ZeithamlV. A., & BerryL. L. (1988). Servqual.Journal of Retailing, 64(1), 12–40.
PetersT. J. (1988). Thriving on chaos: Handbook for a management revolution.New York, NY: Alfred A. Knopf.
55.
PetterS. (2008). Managing user expectations on software projects: Lessons from the trenches.International Journal of Project Management, 26(7), 700–712.
56.
PetterS., & RandolphA. B. (2009). Developing soft skills to manage user expectations in IT projects: Knowledge reuse among IT project managers.Project Management Journal, 40(4), 45–59.
57.
PittL. F., WatsonR. T., & KavanC. B. (1995). Service quality: A measure of information systems effectiveness.MIS Quarterly, 19(2), 173–187.
58.
PotterR. E. (2003). How CIOs manage their superior's expectations.Communications of the ACM, 46(8), 74–79.
59.
RubinH. J., & RubinI. (2011). Qualitative interviewing: The art of hearing data (3rd ed.). Thousand Oaks, CA: Sage Publications.
60.
SantosJ., & BooteJ. (2003). A theoretical exploration and model of consumer expectations, post-purchase affective states and affective behaviour.Journal of Consumer Behaviour, 3(2), 142–156.
61.
SerradorP., & TurnerR. (2015). The relationship between project success and project efficiency.Project Management Journal, 46(1), 30–39.
62.
ShethJ. N., & MittalB. (1996). A framework for managing customer expectations.Journal of Market-Focused Management, 1(2), 137–158.
63.
ShondrickS. J., DinhJ. E., & LordR. G. (2010). Developments in implicit leadership theory and cognitive science: Applications to improving measurement and understanding alternatives to hierarchical leadership.The Leadership Quarterly, 21(6), 959–978.
64.
StraussA. L., & CorbinJ. M. (2015). Basics of qualitative research: Techniques and procedures for developing grounded theory (4th ed.). Newbury Park, CA: SAGE Publications.
65.
SutterfieldJ. S., Friday-StroudS. S., & Shivers-BlackwellS. L. (2006). A case study of project and stakeholder management failures: Lessons learned.Project Management Journal, 37(5), 26–35.
66.
TeschD., JiangJ. J., & KleinG. (2003). The impact of information system personnel skill discrepancies on stakeholder satisfaction.Decision Sciences, 34(1), 107–129.
67.
TurnerR., & ZolinR. (2012). Forecasting success on large projects: Developing reliable scales to predict multiple perspectives by multiple stakeholders over multiple time frames.Project Management Journal, 43(5), 87–99.
68.
UrquhartC., & FernándezW. (2013). Using grounded theory method in information systems: The researcher as blank slate and other myths.Journal of Information Technology, 28(3), 224–236.
69.
van EkrisJ. (2008). Delivery quality: A necessary area for attention for project managers. Paper presented at the IASTED International Conference on Software Engineering, February 12–14, Innsbruck, Austria.
70.
van EkrisJ. (2009). Factors in project management influencing repeat business. Paper presented at the IASTED International Conference on Software Engineering, February 17–18, Innsbruck, Austria.
71.
VlaanderenK., JansenS., BrinkkemperS., & JaspersE. (2011). The agile requirements refinery: Applying SCRUM principles to software product management.Information and Software Technology, 53(1), 58–70.
72.
ZeithamlV. A., BerryL. L., & ParasuramanA. (1993). The nature and determinants of customer expectations of service.Journal of the Academy of Marketing Science, 21(1), 1–12.
