Influencing the relationship between job clarity and turnover intention through user training during enterprise system implementation


Enterprise system (ES) implementations introduce pervasive and disruptive change to organizations. End-users strugglingto cope with such change often develop an internalself-preservation narrativethat,if not managed, can lead to employee turnover. Turnover is a visibly-assertive response to ES implementations that has lasting negative effects on organizations. The job role literature suggests that anindividual's intention to leave an organization is greaterwhen they lack clarity concerning their own work tasks and their role in achievingbroader organizational goals. These clarity perceptions evolve during ES implementations as individuals become aware that their existing job context is no longer relevant to the post-implementation organization. It seems likely that the strength of relationship between job clarity and turnover intention willalso evolve during this time. Accordingly, this study uses PLS-SEM multi-group analysis to examine changes inthis relationship during an ES implementation at a Fortune 100 manufacturer andfinds a significant increase in the influence of job clarity deficiencies on turnover intention following end-user training. These results suggest that ES implementation teams should focus their efforts on building job clarity of the post-implementation work context.

Keywords Enterprise System Implementation, End-User Training, Job Clarity, Turnover Intention, PLS-SEM

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