PROCESS-BASED MODELLING OF THE INFORMATION SYSTEMS RESISTANCE PHENOMENON

INDALECIO, ATILA ALVES; JOIA, LUIZ ANTONIO

doi:10.1590/S0034-759020180106

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Revista de Administração de Empresas

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ARTICLES • Rev. adm. empres. 58 (1) • Jan-Feb 2018 • https://doi.org/10.1590/S0034-759020180106 copy

PROCESS-BASED MODELLING OF THE INFORMATION SYSTEMS RESISTANCE PHENOMENON

Authorship SCIMAGO INSTITUTIONS RANKINGS

ABSTRACT

This article aims to propose a process-based modelling of the Information Systems resistance phenomenon. Accordingly, we wrote a literature review to categorize the main points set forth by the extant scientific texts relating to the process taxonomy: input, output, players, and the resistance phenomenon. Based on the modelling, this article provides theoretical implications in terms of improving the understanding of the phenomenon among academicians as well as practical and managerial suggestions related to its mitigation.

KEYWORDS
Information systems resistance; information system; information systems resistance process; information technology; model

Response category		Description of implementer behavior
Inaction	Unawareness	Seeing no reason to do anything
	Deliberate ignorance	Not caring, laissez-faire
	Impotence	Feeling unable to do anything
Acknowledgment		Discussing problems, collecting data
Rectification	Congruent	Redesigning the system, training, making concessions
Rectification	Non-congruent	Fixing the system, providing explanations, adding personnell
Dissuasion	Coercion	Forcing use by threatening users
	Authoritative persuasion	Reprimanding users or mandating use
	Supportive persuasion	Convince with reasons and explanations

Publication	Actors	Inputs	ISR Devel.	Outputs
Gale (1968)Gale, J. R. (1968). Why management information systems fail. Management Review, 57(11), 1.		X
Bariff and Galbraith (1978)Bariff, M. L., & Galbraith, J. R. (1978). Intraorganizational power considerations for designing information systems. Accounting, Organizations and Society, 3(1), 15-27. doi:10.1016/0361-3682(78)90004-1 https://doi.org/10.1016/0361-3682(78)900...			X	X
Kling (1980)Kling, R. (1980). Social analyses of computing: Theoretical perspectives in recent empirical research. ACM Computing Surveys, 12(1), 61-110.			X	X
Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.	X	X	X
Hirschheim and Newman (1988)Hirschheim, R., & Newman, M. (1988). Information systems and user resistance: Theory and practice. The Computer Journal. 31(5), 398-408. doi:10.1093/comjnl/31.5.398 https://doi.org/10.1093/comjnl/31.5.398...		X
Joshi (1997)Joshi, K. (1997). A model of users' perspective on change: The case of information systems technology implementation. MIS Quarterly, 15(2), 229-242. doi:10.2307/249384 https://doi.org/10.2307/249384...	X	X		X
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Code	Activity	Theoretical base
A1	System presentation	Hirschheim and Newman (1988)Hirschheim, R., & Newman, M. (1988). Information systems and user resistance: Theory and practice. The Computer Journal. 31(5), 398-408. doi:10.1093/comjnl/31.5.398 https://doi.org/10.1093/comjnl/31.5.398... ; Joshi (1997Joia, L. A. (2007). Sources of resistance to G2G endeavors: Evidence from a case study in the Brazilian context. Information Technology for Development, 13(3), 233-251. doi:10.1002/itdj.20072 https://doi.org/10.1002/itdj.20072... , 2005)Joshi, K. (2005). Understanding user resistance and acceptance during the implementation of an order management system: A case study using the equity implementation model. Journal of Information Technology Case & Application Research, 7(1), 6-20. doi:10.1080/15228053.2005.10856057 https://doi.org/10.1080/15228053.2005.10... ; Pinsonneault and Beaudry (2005); Shang (2012)Shang, S. C. (2012). Dual strategy for managing user resistance with business integration systems. Behaviour & Information Technology, 31(9), 909-925. doi:10.1080/0144929X.2011.553744 https://doi.org/10.1080/0144929X.2011.55...
A2	Evaluation of system characteristics	Markus, 1983Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.; Klaus and Blanton, 2010Klaus, T., & Blanton, J. E. (2010). User resistance determinants and the psychological contract in enterprise system implementations. European Journal of Information Systems. 19(6), 625-636. doi:10.1057/ejis.2010.39 https://doi.org/10.1057/ejis.2010.39... ; Macêdo et al., 2014Rivard, S. , & Lapointe, L. (2012). Information technology implementers' responses to user resistance: Nature and effects. MIS Quarterly, 36(3), 897-920.
A3	Evaluates possible breaches of the psychological contract	Hirschheim and Newman (1988)Hirschheim, R., & Newman, M. (1988). Information systems and user resistance: Theory and practice. The Computer Journal. 31(5), 398-408. doi:10.1093/comjnl/31.5.398 https://doi.org/10.1093/comjnl/31.5.398... ; Zorn (2002)Zorn, T. E. (2002). The emotionality of information and communication technology implementation. Journal of Communication Management, 7(2), 160-171. doi:10.1108/13632540310807296 https://doi.org/10.1108/1363254031080729... ; Joia (2007)Joia, L. A. (2007). Sources of resistance to G2G endeavors: Evidence from a case study in the Brazilian context. Information Technology for Development, 13(3), 233-251. doi:10.1002/itdj.20072 https://doi.org/10.1002/itdj.20072... ; Joia and Magalhães (2009b)Joia, L. A., & Magalhães, C. (2009b). Implementation of an electronic prescription system in a Brazilian general hospital: Understanding sources of resistance. Electronic Journal of Information Systems in Developing Countries, 39(2), 1-18.; Kim and Kankanhalli (2009)Kim, H., & Kankanhalli, A. (2009). Investigating user resistance to implementation: A status quo bias perspective. MIS Quarterly, 33(3), 567-582. doi:10.2307/20650309 https://doi.org/10.2307/20650309... ; Macêdo et al. (2014)Rivard, S. , & Lapointe, L. (2012). Information technology implementers' responses to user resistance: Nature and effects. MIS Quarterly, 36(3), 897-920.
A4	Evaluates the system as friendly, useful and / or efficient	Hirschheim and Newman, (1988)Hirschheim, R., & Newman, M. (1988). Information systems and user resistance: Theory and practice. The Computer Journal. 31(5), 398-408. doi:10.1093/comjnl/31.5.398 https://doi.org/10.1093/comjnl/31.5.398... ; Joia (2007)Joia, L. A. (2007). Sources of resistance to G2G endeavors: Evidence from a case study in the Brazilian context. Information Technology for Development, 13(3), 233-251. doi:10.1002/itdj.20072 https://doi.org/10.1002/itdj.20072... ; Joia and Magalhães (2009b)Joia, L. A., & Magalhães, C. (2009b). Implementation of an electronic prescription system in a Brazilian general hospital: Understanding sources of resistance. Electronic Journal of Information Systems in Developing Countries, 39(2), 1-18.; Joia (2007)Joia, L. A. (2007). Sources of resistance to G2G endeavors: Evidence from a case study in the Brazilian context. Information Technology for Development, 13(3), 233-251. doi:10.1002/itdj.20072 https://doi.org/10.1002/itdj.20072... ; Pinsonneault and Beaudry (2005); Shang (2012)Shang, S. C. (2012). Dual strategy for managing user resistance with business integration systems. Behaviour & Information Technology, 31(9), 909-925. doi:10.1080/0144929X.2011.553744 https://doi.org/10.1080/0144929X.2011.55... ; Magalhães (2009); Kim and Kankanhalli (2009)Kim, H., & Kankanhalli, A. (2009). Investigating user resistance to implementation: A status quo bias perspective. MIS Quarterly, 33(3), 567-582. doi:10.2307/20650309 https://doi.org/10.2307/20650309... ; Esteves and Alves (2013)Esteves, R., & Alves, P. (2013). Implementation of an information technology infrastructure library process: The resistance to change. Procedia Technology, 9, 505-510. doi:10.1016/j.protcy.2013.12.056 https://doi.org/10.1016/j.protcy.2013.12... ; Bagayogo et al. (2013)Bagayogo, F., Beaudry, A., & Lapointe, L. (2013). Impacts of IT acceptance and resistance behaviors: A novel framework. ICIS proceedings, Milan, Spain. Recuperado de http://aisel.aisnet.org/icis/ http://aisel.aisnet.org/icis/...
A5	Evaluates power imbalance	Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.
A6	Comparison between "effort x result" before and after the new IS	Joshi (1997Joshi, K. (1997). A model of users' perspective on change: The case of information systems technology implementation. MIS Quarterly, 15(2), 229-242. doi:10.2307/249384 https://doi.org/10.2307/249384... , 2005)Joshi, K. (2005). Understanding user resistance and acceptance during the implementation of an order management system: A case study using the equity implementation model. Journal of Information Technology Case & Application Research, 7(1), 6-20. doi:10.1080/15228053.2005.10856057 https://doi.org/10.1080/15228053.2005.10...
A7	Attitude in relation to the new IS	Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.; Marakas and Hornik (1996)Marakas, G. M., & Hornik, S. (1996). Passive resistance misuse: Overt support and covert recalcitrance in IS implementation. European Journal of Information Systems, 5(3), 208-219. doi:10.1057/ejis.1996.26 https://doi.org/10.1057/ejis.1996.26... ; Zorn (2002)Zorn, T. E. (2002). The emotionality of information and communication technology implementation. Journal of Communication Management, 7(2), 160-171. doi:10.1108/13632540310807296 https://doi.org/10.1108/1363254031080729... ; Pinsonneault and Beaudry (2005); Vinhais and Joia (2014)Vinhais, J. C., Joia, L. A. (2014). Trajetória de migração de software proprietário para livre: evidências empíricas associadas ao open office. Organizações & Sociedade, 21(71), 615-642. doi:10.1590/S1984-92302014217100005. https://doi.org/10.1590/S1984-9230201421...
A8	Group perception	Bartos et al. (2011)Bartos, C. E., Butler, B. S., & Crowley, R. S. (2011). Ranked levels of influence model: Selecting influence techniques to minimize IT resistance. Journal of Biomedical Informatics. 44(3), 497-504. doi:10.1016/j.jbi.2010.02.007 https://doi.org/10.1016/j.jbi.2010.02.00... ; Lapointe and Rivard (2007)Lapointe, L. , & Rivard, S. (2007). A triple take on information system implementation. Organization Science. 18(1), 89-107. doi:10.1287/orsc.1060.0225 https://doi.org/10.1287/orsc.1060.0225...
A9	Non-existent or low resistance	Bartos et al. (2011)Bartos, C. E., Butler, B. S., & Crowley, R. S. (2011). Ranked levels of influence model: Selecting influence techniques to minimize IT resistance. Journal of Biomedical Informatics. 44(3), 497-504. doi:10.1016/j.jbi.2010.02.007 https://doi.org/10.1016/j.jbi.2010.02.00...
A10	System used adequately	Bartos et al. (2011)Bartos, C. E., Butler, B. S., & Crowley, R. S. (2011). Ranked levels of influence model: Selecting influence techniques to minimize IT resistance. Journal of Biomedical Informatics. 44(3), 497-504. doi:10.1016/j.jbi.2010.02.007 https://doi.org/10.1016/j.jbi.2010.02.00...
A11	Group resistance	Lapointe and Rivard (2007)Lapointe, L. , & Rivard, S. (2007). A triple take on information system implementation. Organization Science. 18(1), 89-107. doi:10.1287/orsc.1060.0225 https://doi.org/10.1287/orsc.1060.0225...
A12	Resistance to IS	Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.; Lapointe and Rivard (2007)Lapointe, L. , & Rivard, S. (2007). A triple take on information system implementation. Organization Science. 18(1), 89-107. doi:10.1287/orsc.1060.0225 https://doi.org/10.1287/orsc.1060.0225...
A13	Attitude in relation to the resistance	Lapointe and Rivard (2006)Lapointe, L. , & Rivard, S. (2006). Getting physicians to accept new information technology: Insights from case studies. CMAJ: Canadian Medical Association Journal/Journal de l'Association Medicale Canadienne, 174(11), 1573-1578. doi:10.1503/cmaj.050281 https://doi.org/10.1503/cmaj.050281... ; Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.
A14	Workaround	Ferneley and Sobreperez (2006)Ferneley, E., & Sobreperez, P. (2006). Resist, comply or workaround? An examination of different facets of user engagement with information systems. European Journal of Information Systems. 15(4), 345-356.
A15	System with poor use	Ferneley and Sobreperez (2006)Ferneley, E., & Sobreperez, P. (2006). Resist, comply or workaround? An examination of different facets of user engagement with information systems. European Journal of Information Systems. 15(4), 345-356.
A16	Destructive behavior	Marakas and Hornik (1996)Marakas, G. M., & Hornik, S. (1996). Passive resistance misuse: Overt support and covert recalcitrance in IS implementation. European Journal of Information Systems, 5(3), 208-219. doi:10.1057/ejis.1996.26 https://doi.org/10.1057/ejis.1996.26... ; Pinsonneault and Baudery (2005); Lapointe and Rivard (2005)Lapointe, L., & Rivard, S. (2005). A multilevel model of resistance to information technology implementation. MIS Quarterly, 29(3), 461-491. doi:10.2307/25148692 https://doi.org/10.2307/25148692...
A17	System Failure and Uninstallation	Marakas and Hornik (1996)Marakas, G. M., & Hornik, S. (1996). Passive resistance misuse: Overt support and covert recalcitrance in IS implementation. European Journal of Information Systems, 5(3), 208-219. doi:10.1057/ejis.1996.26 https://doi.org/10.1057/ejis.1996.26... ; Pinsonneault and Beaudry (2005)
A18	End	Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.; Lapointe and Rivard (2007)Lapointe, L. , & Rivard, S. (2007). A triple take on information system implementation. Organization Science. 18(1), 89-107. doi:10.1287/orsc.1060.0225 https://doi.org/10.1287/orsc.1060.0225... ; Ferneley and Sobreperez (2006)Ferneley, E., & Sobreperez, P. (2006). Resist, comply or workaround? An examination of different facets of user engagement with information systems. European Journal of Information Systems. 15(4), 345-356.; Marakas and Hornik (1996)Marakas, G. M., & Hornik, S. (1996). Passive resistance misuse: Overt support and covert recalcitrance in IS implementation. European Journal of Information Systems, 5(3), 208-219. doi:10.1057/ejis.1996.26 https://doi.org/10.1057/ejis.1996.26... ; Pinsonneault and Baudery (2005)

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