The Association Between the Success of Information Systems and Crises Management (A Theoretical View and Proposed Framework)

Crises and disasters often motivate the adoption of efficient and effective information systems (IS) that are capable of supporting the organizations in the face of future crises. Though previous studies have recognized the role of IS in crisis management, there is a lack of a comprehensive IS model that can measure the effectiveness of crisis management. The absence of an integrated empirical model that could regulate the association between the success of the information system and crisis management also warrants further consideration. This paper aims to offer a comprehensive and integrated framework for the relationship between information systems and crisis management. The theoretical lens of this paper is based upon DeLone and McLean’s IS Success Model which includes four interrelated dimensions: systems quality; information quality; service quality; use and user satisfaction. The effectiveness of crisis management at different stages, namely pre-crisis management, crisis management, and post-crisis management, was adopted from Mitroff’s model. A qualitative methodology was employed, incorporating a comprehensive search and review of articles obtained from scientific search engines, including Google Scientific, EBSCO, and Emerald. The outcome from this concept paper sheds light onto IS and crisis management research areas by formulating a comprehensive IS measurement model for crisis management. The formulated framework is beneficial for the future empirical work in the area of crisis management. It also presents a proposal for possible experimental paths between the variables of that framework to facilitate enhanced understanding via accurate measurement.