Linking user acceptance and user resistance : the role of attitude in enterprise resource planning implementation phases

Abstract

User resistance is known to be a great obstacle of information system implementation. Thus, previous information system researchers have continued investigating the influence of user resistance on user acceptance. The literature has shown that the resistance phenomenon can weaken behavioral intention to use a system. But when the system usage is mandated, symbolic adoption appears to be a better dependent variable of the Technology Acceptance Model. This study aims to examine the link between user acceptance and user resistance in a mandatoryusage context. Two attitude constructs (attitude towards system usage and resistance attitude) were conceptualized to determine the level of user acceptance and user resistance and, subsequently, empirically tested for their relationships with theoretical antecedents. The effects of these two phenomena on job-related outcomes were examined as well. Survey data were collected from three large stateowned enterprises in Thailand dealing with Enterprise Resource Planning implementation at different phases. Results of data analysis provide support to the asymmetric negativity effects such that user resistance negatively affects user acceptance and its influence on job-related outcomes, but not vice versa. The findings broaden the theoretical explanations on the linkage between user acceptance and user resistance, and also offer practical insights for managing change from Enterprise Resource Planning implementation.