USER PARTICIPATION, CONFLICT, AND CONFLICT-RESOLUTION - THE MEDIATINGROLES OF INFLUENCE

User participation has long been considered a key ingredient in inform ation system development (ISD). However, research has generally failed to clearly demonstrate the benefits of user participation. A better d escription of interpersonal processes which occur during system develo pment could be used to help explain the weak results. The present stud y builds upon the work of Robey and his colleagues (Robey and Farrow 1 982, Robey et al. 1989, Robey et al. 1993), who examined user particip ation, influence, conflict, and conflict resolution during ISD. Result s obtained in a field study of 74 IS projects suggest the following fo ur conclusions: (i) conflict is best represented and measured as a mul tidimensional construct; (ii) the relationship between user participat ion and conflict is more complex than previously believed; (iii) influ ence has a dual role in the emergence of conflict; and (iv) influence plays a key role in the satisfactory resolution of conflict.