This study explores how support for computer users can be conceptualized and measured in information systems research. A number of studies have proposed that support for computer users plays an important role in the acceptance and utilization of information technology applications. In these studies, the support concept has been conceptualized in a variety of ways, and the findings have often not been as hypothesized. The paper provides a conceptual framework for understanding support for computer users, and then describes the development of an instrument to measure support for computer users in a business school lab environment. The paper should help further understanding and measurement of a concept that seems important, as well as problematic, for information systems research.
This article is originally published in Issues in Information Systems, under a CC-BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0/).
Date of publication
Fagan, Mary Helen; Wooldridge, Barbara Ross; and Neill, Stern, "Support for Computer Users: Importance and Measurement" (2002). Management Faculty Publications and Presentations. Paper 6.