Date of Award

Fall 8-23-2010

Degree Type


Degree Name

Doctor of Philosophy (PhD)


Computer Information Systems

First Advisor

Dr. Lars Mathiassen

Second Advisor

Dr. Richard Baskerville

Third Advisor

Dr. Wesley Johnston

Fourth Advisor

Dr. Richard Welke


The literature emphasizes the important role played by stakeholder perceptions in explaining success and failure of IT-enabled change efforts. However, our knowledge of how stakeholder perceptions evolve and interact with outcomes during change processes is still limited. Consequently, this study adapts technological frames of reference (TFR) to explore the dynamics of stakeholder perceptions based on action research into an IT-enabled sales process innovation project at VoiceTech. The study attempts to answer the following research questions: How can TFR be adapted and applied to support action research into IT-enabled change efforts? What was the role of stakeholder perceptions during IT-enabled sales process innovation at VoiceTech? How do stakeholder perceptions evolve and interact with outcomes during IT-enabled change efforts? The study develops TFR as a theory for investigating stakeholder perceptions during IT-enabled change and it offers a process model of how frame interactions, incongruencies, and inconsistencies contribute to frame shifts and change outcomes over time. In addition, the study provides detailed insights into how the IT-enabled sales process innovation at VoiceTech shaped and was shaped by shifts in stakeholder perceptions over time.