User Competence with Enterprise Systems: The Effects of Work Environment Factors
基于工作需求-资源模型，研究企业系统用户能力如何受工作环境因素影响，发现领导-成员交换、传统支持结构和同伴支持结构有助于用户提升技术知识和业务知识，而工作超负荷对用户能力无显著直接影响。
Enterprise system users are required to improve competence to gain the system’s value. The development of user competence to effectively use a complex system is socially constructed. Based on the job demands-resources model, we propose and empirically validate how two types of work contextual factors, namely, job demands and job resources, are directly and interactively related to user competence. Results of a longitudinal survey from users in six organizations suggest that all three job resource factors considered—leader–member exchange, traditional support structures, and peer support structure—allow users to acquire both the technical and business knowledge needed for effective application of the system for work. But, work overload, as the job demand factor, has no significant effect on user competence. Further analysis shows the relationship between work overload and user competence is moderated by leader–member exchange, but not the two support structures. Our findings are of great importance for practice, as they suggest job resources are conducive to the development of user competence, whereas work overload is an inevitable, acute problem.