More Than a Tool: How Human Resource Information System Effectiveness Shapes Employee Relations Climate in an Indonesian Software-as-a-Service Company through Perceived Organizational Support

Abstract

HRIS research has predominantly examined technical adoption, user satisfaction, and system efficiency, leaving its relational consequences, particularly for employee relations climate and the role of perceived organizational support (POS), theoretically underdeveloped despite their relevance to knowledge sharing and innovation. This study examines how HRIS effectiveness shapes employee relations climate in a SaaS company in Indonesia and explores how POS shapes employees’ interpretation of this relationship. A theoretically informed qualitative phenomenological approach with thematic analysis was applied to semi-structured interviews with 14 purposively sampled employees, with theoretical saturation and member-checking ensured trustworthiness. Three themes emerged: HRIS effectiveness signals organizational competence and fairness; employee relations climate is co-produced through information quality and relational norms; and among participants reporting high POS, organizational support consistently amplified the relational benefits of HRIS effectiveness. Because the sample lacked employees with sustained low POS, the hypothesized attenuating and asymmetric components remain untested. The findings extend the DeLone and McLean IS Success Model into the relational domain and provide HR leaders with a framework for understanding how HRIS investments are interpreted when organizational support is already high, while identifying the hypothesized attenuating role of POS under low-support conditions as a theoretically grounded direction for future confirmatory research.