Unsuccessful Implementation the Case of a Computer‐based Order Entry System

ABSTRACT This paper discusses results of a longitudinal field experiment to evaluate the implementation of a computer‐based system. This new system includes the introduction of an optically scanned order input form and new computer programs. It is hypothesized that successful implementation would be affected by the quality of service and the personal costs and benefits to the users of the new system. The experimental results show a marked reduction in job satisfaction after implementation of the new system. The implications of the findings for the implementation of computer‐based systems in general are discussed.