Impacts of electronic process guides by types of user: An experimental study |
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| Institution: | 1. Information Systems Department, Autonomous University of Aguascalientes, Ave. Universidad 940, Aguascalientes, Ags 20131, Mexico;2. School of Computing, Dublin City University, Glasnevin, Dublin 9, Ireland;3. School of Management, Texas Woman’s University, 1215 Oakland St., Denton, TX 76201, USA;4. CCADET, Universidad Nacional Autónoma de México, Circuito Exterior S/N, C.P. 04510, Cd. Universitaria, México D.F., Mexico;1. State University of New York, New Paltz, United States;2. The City College of New York, City University of New York, United States;1. Sun Yat-Sen Business School, Sun Yat-Sen University, Guangzhou 510275 China;2. Franklin P. Perdue School of Business, Salisbury University, Salisbury, MD 21801, USA;3. Dillard College of Business Administration, Midwestern State University, Wichita Falls, TX 76308, USA;1. School of Business, Yonsei University 50 Yonsei-ro, Seodaemun-gu, Seoul 120-749, South Korea;2. Jon M. Huntsman School of Business, Utah State University, 3515 Old Main Hill, Logan, UT 84322-3515, USA;1. School of Computing, Creative Technologies and Engineering, Leeds Beckett University, Leeds, UK;2. Electronics and Computer Science, University of Southampton, Southampton, UK |
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| Abstract: | The design and utilization of Electronic Process Guides (EPGs) have been studied in Software Engineering (SwE) since the 1990s. However, the empirical findings from surveys, case studies, and experiments on the beneficial effects of their utilization are still lacking. Thus, we suggest that further research on the utilization of EPGs is required. In this study, we are interested in gaining insights on the effects of using EPGs on objective metrics (learning score, time effort) and subjective metrics (perceived usefulness, ease of use, and value), by comparing three EPG designs (a simple PDF-based EPG, a normal HTML-based EPG, and a sophisticated Java-based EPG) with different blocks of experimental subjects (practitioners, academicians, novices, and experts). To this end, we have conducted a controlled experiment with a sample of international participants in the domain of IT Service Management. We found that the utilization of EPGs improves the objective metrics while no improvements were perceived on the subjective ones, and that the sophisticated EPG design is more appropriate for the academic and expert types of users than for the practitioner and novice types. Thus, our main recommendation for the design and utilization of EPGs is to consider the type of end-user. |
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| Keywords: | Electronic Process Guide (EPG) CMMI-SVC IT Service Management (ITSM) Process-oriented intensive IT areas Experimental research Repeated-measures design |
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