François Bergeron and Carole Bérubé. The management of the end-user environment: An empirical investigation. Information & Management, 14(3):107–113, January 1988. doi:10.1016/0378-7206(88)90001-8.
@article{bergeron_management_1988,
abstract = {An empirical study of 212 end-users in 31 organizations was conducted to investigate the adequacy of management and support practices of end-user computing. It was found that end-users were more satisfied with their microcomputing activities when (1) the organizational microcomputing plan was incorporated in the information systems master plan, (2) there was an information center to support end-user activity and, (3) users had access to a hot-line to solve their microcomputing problems. On the other hand, end-users were less satisfied with their microcomputing activities when there were a large number of microcomputing policies. Finally, il was observed that end-users making the most use of the support services were those who were the least satisfied with their microcomputing activities.},
author = {Bergeron, Fran{\c c}ois and B\'erub\'e, Carole},
doi = {10.1016/0378-7206(88)90001-8},
issn = {0378-7206},
journal = {Information \& Management},
month = {January},
number = {3},
pages = {107-113},
shorttitle = {The Management of the End-User Environment},
title = {The Management of the End-User Environment: {{An}} Empirical Investigation},
volume = {14},
year = {1988}
}