Perceptual Differences and Conflict in Packaged Software Acquisition: Results from a Multi-perspective Framing Analysis

Packaged software has gained importance across organizations. While literature has studied the adoption and implementation of packaged software extensively, research on software acquisition has been limited. Software acquisition projects are complex endeavors during which multiple stakeholders interact. With this study, we strive to illustrate the crucial aspects in software acquisition decisions from the perspectives of IT, business, and procurement. Therefore, we conducted a multiple case study with 19 experts, applying technological frames of reference as a focusing lens. We find evidence for distinct technological frames across departments, which often results in conflicts among the involved parties. Our findings however indicate that emerging conflicts and perceptual differences are resolved during the acquisition process. Thereby, mutual understanding can be achieved which facilitates decision-making by taking into account all participants’ viewpoints. Our results allow for an extension of technological frames of reference theory and support decision makers in optimizing their software acquisition decisions.