{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T16:03:58Z","timestamp":1781107438907,"version":"3.54.1"},"reference-count":87,"publisher":"IGI Global Scientific Publishing","issue":"3","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,7,1]]},"abstract":"<p>This paper examines the role of fairness and how it shapes a user\u2019s view in IT-enabled change. Drawing from several fairness theories, components of fairness are identified and examined in two studies. The first study examines the role of fairness through user interviews and finds that all five components of fairness are considered by users in enterprise system implementations. The second study operationalizes and analyzes the components of fairness through a questionnaire distributed to users. This second study finds that fairness is comprised of all five components that were proposed and a significant relationship exists with user dissatisfaction. The two studies lead to a new theoretical perspective and provide practical implications regarding the role of fairness in IT-enabled change and their strategic implications.<\/p>","DOI":"10.4018\/joeuc.2011070101","type":"journal-article","created":{"date-parts":[[2011,10,19]],"date-time":"2011-10-19T11:24:25Z","timestamp":1319023465000},"page":"1-25","source":"Crossref","is-referenced-by-count":0,"title":["Understanding User Dissatisfaction"],"prefix":"10.4018","volume":"23","author":[{"given":"Tim","family":"Klaus","sequence":"first","affiliation":[{"name":"Texas A&M University \u2013 Corpus Christi, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"joeuc.2011070101-0","doi-asserted-by":"publisher","DOI":"10.1037\/h0040968"},{"key":"joeuc.2011070101-1","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave\/ejis\/3000418"},{"issue":"1","key":"joeuc.2011070101-2","doi-asserted-by":"crossref","first-page":"38","DOI":"10.1145\/504350.504357","article-title":"Tell me a Good Story: Using Narrative Analysis to Examine Information Requirements Interviews during an ERP Implementation.","volume":"33","author":"R.Alvarez","year":"2002","journal-title":"The Data Base for Advances in Information Systems"},{"key":"joeuc.2011070101-3","author":"C.Argyris","year":"1960","journal-title":"Understanding Organizational Behavior"},{"issue":"1","key":"joeuc.2011070101-4","doi-asserted-by":"crossref","first-page":"43","DOI":"10.2307\/25148828","article-title":"Extending the Understanding of End User Information Systems Satisfaction Formation: An Equitable Needs Fulfillment Model Approach.","volume":"32","author":"N.Au","year":"2008","journal-title":"Management Information Systems Quarterly"},{"key":"joeuc.2011070101-5","doi-asserted-by":"publisher","DOI":"10.1201\/1078\/43647.20.4.20030901\/77292.7"},{"key":"joeuc.2011070101-6","first-page":"246","article-title":"Beyond Distrust: 'Getting Even' and the Need for Revenge","author":"R. J.Bies","year":"1996","journal-title":"Trust in Organizations: Frontiers of Theory and Research"},{"key":"joeuc.2011070101-7","doi-asserted-by":"publisher","DOI":"10.1201\/1078\/43197.16.3.19990601\/31310.2"},{"key":"joeuc.2011070101-8","doi-asserted-by":"publisher","DOI":"10.1111\/j.0011-7315.2004.02534.x"},{"key":"joeuc.2011070101-9","doi-asserted-by":"publisher","DOI":"10.4018\/joeuc.2009040104"},{"key":"joeuc.2011070101-10","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-5915.2007.00150.x"},{"key":"joeuc.2011070101-11","doi-asserted-by":"publisher","DOI":"10.1080\/09544120050135443"},{"key":"joeuc.2011070101-12","first-page":"295","article-title":"The Partial Least Squares Approach to Structural Equation Modeling","author":"W. W.Chin","year":"1998","journal-title":"Modern Methods for Business Research"},{"issue":"2-3","key":"joeuc.2011070101-13","doi-asserted-by":"crossref","first-page":"42","DOI":"10.1145\/217278.217285","article-title":"Adoption Intention in GSS: Relative Importance of Beliefs.","volume":"26","author":"W. W.Chin","year":"1995","journal-title":"The Data Base for Advances in Information Systems"},{"key":"joeuc.2011070101-14","first-page":"243","article-title":"Justice in the Making: Toward Understanding the Theory and Practice of Justice in Organizational Change and Development","author":"A. T.Cobb","year":"1995","journal-title":"Research in Organizational Change and Development"},{"key":"joeuc.2011070101-15","doi-asserted-by":"publisher","DOI":"10.1006\/obhd.2001.2958"},{"key":"joeuc.2011070101-16","doi-asserted-by":"publisher","DOI":"10.1002\/job.139"},{"key":"joeuc.2011070101-17","doi-asserted-by":"publisher","DOI":"10.1002\/job.173"},{"key":"joeuc.2011070101-18","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.74.2.293"},{"key":"joeuc.2011070101-19","author":"T. G.Cummings","year":"2005","journal-title":"Organization Development and Change"},{"key":"joeuc.2011070101-20","first-page":"69","article-title":"The Sources and Limits of Resistance in a Privatized Utility","author":"J. O. C.Davidson","year":"1994","journal-title":"Resistance and Power in Organizations"},{"key":"joeuc.2011070101-21","doi-asserted-by":"publisher","DOI":"10.1108\/02683940510571603"},{"key":"joeuc.2011070101-22","first-page":"413","article-title":"Attitude Strength, Attitude Structure, and Resistance to Change","author":"A. H.Eagly","year":"1995","journal-title":"Attitude Strength: Antecedents and Consequences"},{"key":"joeuc.2011070101-23","first-page":"161","article-title":"Reactions to Mistreatment at Work","author":"R.Folger","year":"1993","journal-title":"Social Psychology in Organizations: Advances in Theory and Research"},{"key":"joeuc.2011070101-24","doi-asserted-by":"publisher","DOI":"10.1108\/09534819910255306"},{"key":"joeuc.2011070101-25","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.27.4.459"},{"key":"joeuc.2011070101-26","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.75.5.561"},{"key":"joeuc.2011070101-27","doi-asserted-by":"publisher","DOI":"10.1108\/02635570010286131"},{"key":"joeuc.2011070101-28","author":"K.Hill","year":"2003","journal-title":"System Designs that Start at the End (User)"},{"key":"joeuc.2011070101-29","doi-asserted-by":"publisher","DOI":"10.1093\/comjnl\/31.5.398"},{"key":"joeuc.2011070101-30","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-5915.1996.tb01830.x"},{"key":"joeuc.2011070101-31","author":"D.Hussain","year":"1984","journal-title":"Information Resource Management"},{"key":"joeuc.2011070101-32","author":"S.Jacobson","year":"2007","journal-title":"The ERP Market Sizing Report, 2006-2011"},{"key":"joeuc.2011070101-33","author":"S. M.Jex","year":"2002","journal-title":"Organizational Psychology"},{"key":"joeuc.2011070101-34","author":"K. G.Joreskog","year":"1982","journal-title":"Systems under Indirect Observation"},{"key":"joeuc.2011070101-35","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-5915.1990.tb01250.x"},{"key":"joeuc.2011070101-36","doi-asserted-by":"publisher","DOI":"10.2307\/249384"},{"key":"joeuc.2011070101-37","doi-asserted-by":"publisher","DOI":"10.1016\/0378-7206(92)90063-L"},{"key":"joeuc.2011070101-38","doi-asserted-by":"publisher","DOI":"10.1023\/A:1014586225406"},{"key":"joeuc.2011070101-39","doi-asserted-by":"publisher","DOI":"10.1007\/BF02197656"},{"key":"joeuc.2011070101-40","doi-asserted-by":"crossref","first-page":"625","DOI":"10.1057\/ejis.2010.39","article-title":"User Resistance Determinants and the Psychological Contract in Enterprise System Implementations.","volume":"19","author":"T.Klaus","year":"2010","journal-title":"European Journal of Information Systems"},{"key":"joeuc.2011070101-41","doi-asserted-by":"crossref","first-page":"91","DOI":"10.1057\/jit.2009.7","article-title":"Resistant Groups in Enterprise System Implementations: A Q-methodology Examination.","volume":"25","author":"T.Klaus","year":"2010","journal-title":"Journal of Information Technology"},{"key":"joeuc.2011070101-42","first-page":"167","article-title":"Foucault, Power, Resistance, and All That","author":"D.Knights","year":"1994","journal-title":"Resistance and Power in Organizations"},{"key":"joeuc.2011070101-43","doi-asserted-by":"publisher","DOI":"10.1287\/isre.1040.0035"},{"key":"joeuc.2011070101-44","doi-asserted-by":"publisher","DOI":"10.1023\/A:1016054904008"},{"key":"joeuc.2011070101-45","doi-asserted-by":"publisher","DOI":"10.1109\/6294.819935"},{"key":"joeuc.2011070101-46","doi-asserted-by":"publisher","DOI":"10.1207\/s15327906mbr2301_7"},{"key":"joeuc.2011070101-47","author":"P. J.Makin","year":"1996","journal-title":"Organizations and the Psychological Contract: Managing People at Work"},{"key":"joeuc.2011070101-48","doi-asserted-by":"publisher","DOI":"10.1057\/ejis.1996.26"},{"key":"joeuc.2011070101-49","doi-asserted-by":"crossref","DOI":"10.1017\/CBO9780511815072.002","article-title":"Learning from Adopters' Experiences with ERP: Problems Encountered and Success Achieved","author":"M. L.Markus","year":"2003","journal-title":"Second-Wave Enterprise Resource Planning Systems"},{"key":"joeuc.2011070101-50","first-page":"173","article-title":"The Enterprise System Experience - From Adoption to Success","author":"M. L.Markus","year":"2000","journal-title":"Framing the Domains of IT Management"},{"issue":"3","key":"joeuc.2011070101-51","doi-asserted-by":"crossref","first-page":"86","DOI":"10.1145\/506724.506730","article-title":"Extending the Technology Acceptance Model: The Influence of Perceived User Resources.","volume":"32","author":"K.Mathieson","year":"2001","journal-title":"The Data Base for Advances in Information Systems"},{"key":"joeuc.2011070101-52","author":"R.Maurer","year":"2002","journal-title":"Plan for the Human Part of ERP"},{"key":"joeuc.2011070101-53","doi-asserted-by":"publisher","DOI":"10.1108\/01437730010318174"},{"key":"joeuc.2011070101-54","doi-asserted-by":"publisher","DOI":"10.1177\/1056492603256338"},{"key":"joeuc.2011070101-55","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.76.6.845"},{"issue":"1","key":"joeuc.2011070101-56","doi-asserted-by":"crossref","first-page":"226","DOI":"10.2307\/259230","article-title":"When Employees Feel Betrayed: A Model of How Psychological Contract Violation Develops.","volume":"22","author":"E. W.Morrison","year":"1997","journal-title":"Academy of Management Review"},{"key":"joeuc.2011070101-57","doi-asserted-by":"publisher","DOI":"10.1108\/14637150110392782"},{"key":"joeuc.2011070101-58","doi-asserted-by":"publisher","DOI":"10.2307\/256591"},{"key":"joeuc.2011070101-59","author":"J. C.Nunnally","year":"1978","journal-title":"Psychometric Theory"},{"key":"joeuc.2011070101-60","author":"J. C.Nunnally","year":"1994","journal-title":"Psychometric Theory"},{"key":"joeuc.2011070101-61","doi-asserted-by":"crossref","DOI":"10.1017\/CBO9780511805936","author":"D. E.O'Leary","year":"2000","journal-title":"Enterprise Resource Planning Systems: Systems, Life Cycle, Electronic Commerce, and Risk"},{"key":"joeuc.2011070101-62","author":"C. A.O'Reilly","year":"2000","journal-title":"Hidden Value: How Great Companies Achieve Extraordinary Results with Ordinary People"},{"issue":"3","key":"joeuc.2011070101-63","doi-asserted-by":"crossref","first-page":"365","DOI":"10.2307\/30036538","article-title":"Trust and the Unintended Effects of Behavior Control in Virtual Teams.","volume":"27","author":"G.Piccoli","year":"2003","journal-title":"Management Information Systems Quarterly"},{"key":"joeuc.2011070101-64","doi-asserted-by":"publisher","DOI":"10.1177\/014920638601200408"},{"key":"joeuc.2011070101-65","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1099-1379(1998)19:1+<769::AID-JOB968>3.0.CO;2-1"},{"key":"joeuc.2011070101-66","doi-asserted-by":"publisher","DOI":"10.1108\/02635570010286078"},{"issue":"1","key":"joeuc.2011070101-67","doi-asserted-by":"crossref","first-page":"17","DOI":"10.1080\/07421222.2002.11045713","article-title":"Learning to Implement Enterprise Systems: An Exploratory Study of the Dialectics of Change.","volume":"19","author":"D.Robey","year":"2002","journal-title":"Journal of Management Information Systems"},{"key":"joeuc.2011070101-68","doi-asserted-by":"publisher","DOI":"10.2307\/2393868"},{"key":"joeuc.2011070101-69","doi-asserted-by":"publisher","DOI":"10.1002\/job.4030160309"},{"key":"joeuc.2011070101-70","doi-asserted-by":"publisher","DOI":"10.1002\/job.4030150306"},{"key":"joeuc.2011070101-71","author":"D. M.Rousseau","year":"1995","journal-title":"Psychological Contracts in Organizations: Understanding Written and Unwritten Agreements"},{"key":"joeuc.2011070101-72","doi-asserted-by":"publisher","DOI":"10.5465\/AME.1996.9603293198"},{"key":"joeuc.2011070101-73","author":"E. H.Schein","year":"1980","journal-title":"Organizational Psychology"},{"key":"joeuc.2011070101-74","doi-asserted-by":"publisher","DOI":"10.2307\/255594"},{"key":"joeuc.2011070101-75","doi-asserted-by":"publisher","DOI":"10.2307\/256304"},{"key":"joeuc.2011070101-76","unstructured":"Shang, S. S. C., & Su, T. C. C. (2004, August). Managing User Resistance in Enterprise Systems Implementation. Paper presented at the Americas Conference on Information Systems, New York."},{"key":"joeuc.2011070101-77","doi-asserted-by":"publisher","DOI":"10.1006\/obhd.1994.1041"},{"key":"joeuc.2011070101-78","doi-asserted-by":"publisher","DOI":"10.1108\/09534819910255315"},{"key":"joeuc.2011070101-79","author":"B. H.Sheppard","year":"1992","journal-title":"Organizational Justice: The Search for Fairness in the Workplace"},{"key":"joeuc.2011070101-80","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.82.3.434"},{"key":"joeuc.2011070101-81","unstructured":"Stein, T. (1999). Making ERP Add Up. InformationWeek, 59-68."},{"key":"joeuc.2011070101-82","doi-asserted-by":"publisher","DOI":"10.4018\/jeis.2009070103"},{"key":"joeuc.2011070101-83","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-5915.2002.tb01658.x"},{"issue":"1","key":"joeuc.2011070101-84","first-page":"25","article-title":"Avoiding ERP Implementation Failure.","volume":"44","author":"E. J.Umble","year":"2002","journal-title":"Industrial Management (Des Plaines)"},{"key":"joeuc.2011070101-85","doi-asserted-by":"publisher","DOI":"10.1145\/332051.332065"},{"key":"joeuc.2011070101-86","doi-asserted-by":"publisher","DOI":"10.1016\/S0378-7206(02)00013-7"}],"container-title":["Journal of Organizational and End User Computing"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=55072","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T16:09:19Z","timestamp":1654099759000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/joeuc.2011070101"}},"subtitle":["Exploring the Role of Fairness in IT-Enabled Change"],"short-title":[],"issued":{"date-parts":[[2011,7,1]]},"references-count":87,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2011,7]]}},"URL":"https:\/\/doi.org\/10.4018\/joeuc.2011070101","relation":{},"ISSN":["1546-2234","1546-5012"],"issn-type":[{"value":"1546-2234","type":"print"},{"value":"1546-5012","type":"electronic"}],"subject":[],"published":{"date-parts":[[2011,7,1]]}}}