Management information system department has long been considered as a supporting function in organization and develop the system which should fulfill users¡¦ need to support the business process. Although previous studies indicate users participate in project process can enhance the project outcome, the final ISD project failure rate is still high and extra costs and time occurs consequently. Based on internal service concept adopted from marketing filed, this study views MIS department is viewed as an internal service provider and end user is viewed as a customer in development stage. We attempt to understand the antecedents and consequence of user co-production in ISD project. Project outcomes are expected to be affected by user co-production, represented by open communication, shared problem solving, involvement in project governance, tolerance, accommodation, advocacy and personal dedication. Project outcome is evaluated by user satisfaction, system quality and project performance. Besides, this study adopted social capital theory and examined how co-production is affected by social capitals between users and developers. Paired data collected from both user representatives and developers through using survey approach was used to test proposed hypotheses. The results showed that user co-production has positively significant influence on project outcomes, and social capitals between user representatives and developers also have positively significant influence on user co-production. Discussion of the results and conclusions about this study were made. Finally, the study also provides some academic and practical implications

The management information systems (MIS) department has played a role that supports information systems development, functionality and business operations in the organization. However, information system development (ISD) projects have a high failure rate because the users¡¦ needs cannot be met. Most of the previous literature indicated that users should be involved and participate in ISD projects to enhance project performance. Nevertheless, the failure rate of ISD projects is still high because of the complex relationship between users and developers. To deal with this problem, previous studies indicated that co-production behavior can facilitate project performance and success. They did not discuss the drivers that influence users to work as co-producers in ISD projects. Different from previous studies, and based on the MARS model concept adopted from the organizational behavior field, this study applies some drivers of co-production and implies that the information system is co-produced by users and developers. Via the MARS model, we attempt to explore the critical role of motivation, IT knowledge, role clarity, and organizational support in influencing user co-production behavior. We also expected that co-production behavior has an influence on system quality and user satisfaction from the perspective of service-dominant logic. Data collected from 178 users confirmed our hypothesis that co-production behavior is positively associated with user satisfaction and system quality, and extrinsic motivation has a positively significant influence on user satisfaction co-production behavior. Finally, the implications for academia and practitioners are also provided.