MODELAGEM PROCESSUAL DO FENÔMENO DA RESISTÊNCIA A SISTEMAS DE INFORMAÇÃO

INDALECIO, ATILA ALVES; JOIA, LUIZ ANTONIO

doi:10.1590/S0034-759020180106

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Revista de Administração de Empresas

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Sumário

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

MODELAGEM PROCESSUAL DO FENÔMENO DA RESISTÊNCIA A SISTEMAS DE INFORMAÇÃO

Modelo procesual del fenómeno de resistencia a los sistemas de información

Autoria SCIMAGO INSTITUTIONS RANKINGS

RESUMO

O presente artigo tem por objetivo propor a modelagem processual do fenômeno da resistência a sistemas de informação (SI). Para atingir esse objetivo, a partir de revisão de literatura acerca dessa temática, os principais pontos levantados nos artigos científicos analisados são categorizados segundo a taxonomia de processo: entradas, saídas, atores e o fenômeno da resistência. Ao final, como decorrência da modelagem processual proposta, são apresentadas as implicações acadêmicas e gerenciais derivadas deste trabalho, de modo que a resistência a SI seja mais bem compreendida pelos acadêmicos e mitigada pelos praticantes.

PALAVRAS-CHAVE
Resistência a sistemas de informação; sistemas de informação; processo de resistência a sistemas de informação; tecnologia da informação; modelo

Categoria de resposta		Descrição do comportamento do implementador
Inação	Desconhecimento	Nada faz por não ver motivo
	Ignorância deliberada	Não se importa, laissez-faire
	Impotência	Sentimento de inabilidade
Reconhecimento		Discute problemas, coleta dados
Retificação	Congruente	Redesenha o sistema, treina, faz concessões
Retificação	Incongruente	Conserta o sistema, dá explicações, adiciona pessoal
Dissuasão	Coerção	Força os usuários por meio de ameaças
	Persuasão autoritária	Reprime os usuários por meio da hierarquia
	Persuasão apoiadora	Convence por razões e explicações

Publicação	Atores	Entradas	Desenv. RSI	Saídas
Gale (1968)Gale, J. R. (1968). Why management information systems fail. Management Review, 57(11), 1.		X
Bariff e 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 e 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
Markus e Keil (1994)Markus, M. L., & Keil, M. (1994). If we build it, they will come: Designing information systems that people want to use. Sloan Management Review, 35(4), 11. Recuperado de https://sloanreview.mit.edu https://sloanreview.mit.edu...
Martinko et al. (1996)Martinko, M. J., Zmud, R. W., & Henry, J. W. (1996). An attributional explanation of individual resistance to the introduction of information technologies in the workplace. Behaviour & Information Technology, 15(5), 313-330. doi:10.1080/014492996120085a https://doi.org/10.1080/014492996120085a...		X	X
Marakas e 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...		X		X
Markus e Benjamin (1996)Markus, M. L., & Benjamin, R. I. (1996). Change agentry: The next IS frontier. MIS Quarterly, 20(4), 385-407. doi:10.2307/249561 https://doi.org/10.2307/249561...	X		X
Coetsee (1999)Coetsee, L. (1999). From resistance to commitment. Public Administration Quarterly, 23(2), 204-222.			X	X
Prasad e Prasad (2000)Prasad, P., & Prasad, A. (2000). Stretching the iron cage: The constitution and implications of routine workplace resistance. Organization Science, 11(4), 387-403. doi:10.1287/orsc.11.4.387.14597 https://doi.org/10.1287/orsc.11.4.387.14...	X			X
Markus e Tanis (2000)Markus, M. L., & Tanis, C. (2000). The enterprise system experience: From adoption to success. R. W. Zmud (Ed.), Framing the domains of IT management: Projecting the future through the past (pp. 173-207). Cincinnati, OH: Pinnaflex Educational Resources		X
Robey, Ross e Boudreau (2002)Robey, D., Ross, J. W., & Boudreau, M. C. (2002). Learning to implement enterprise systems: An exploratory study of the dialectics of change. Journal of Management Information Systems. 19(1), 17-46. doi:10.1080/07421222.2002.11045713 https://doi.org/10.1080/07421222.2002.11...		X	X
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...	X	X		X
Cenfetelli (2004)Cenfetelli, R. T. (2014). Inhibitors and enablers as dual factor concepts in technology usage. Journal of the Association for Information Systems, 5(11/12), 472-492.		X
Ash, Berg e Coiera (2004)Ash, J. S., Berg, M., & Coiera, E. (2004). Some unintended consequences of information technology in health care: The nature of patient care information system-related errors. Journal of the American Medical Informatics Association: JAMIA. 11(2), 104-112.		X	X
Gambôa, Caputo e Brescian (2004)Gambôa, F., Caputo, M., & Bresciani, E., Filho. (2004). Método para gestão de riscos em implementações de sistemas ERP baseado em fatores críticos de sucesso. Revista de Gestão da Tecnologia e Sistemas de Informação, 1(1), 45-62. doi:10.1590/S1807-17752004000100004 https://doi.org/10.1590/S1807-1775200400...	X	X
Lapointe e 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...		X	X
Joshi (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...	X	X	X
Pinsonneault e Beaudry (2005)	X	X	X	X
Boudreau e Robey (2005)Boudreau, M., & Robey, D. (2005). Enacting integrated information technology: A human agency perspective. Organization Science, 16(1), 3-18. doi:10.1287/orsc.1040.0103 https://doi.org/10.1287/orsc.1040.0103...		X	X
Lapointe e 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...	X		X	X
Ferneley e 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.				X
Burton-Jones e Straub (2006)Burton-Jones, A., & Straub, D. W. (2006). Reconceptualizing system usage: An approach and empirical test. Information Systems Research, 17(3), 228-246. doi:10.1287/isre.1060.0096 https://doi.org/10.1287/isre.1060.0096...	X	X
Davidson e Chismar (2007)Davidson, E. J., & Chismar, W. G. (2007). The interaction of institutionally triggered and technology-triggered social structure change: An investigation of computerized physician order entry. MIS Quarterly, 31(4), 739-758.	X	X
Lapointe e 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...	X	X	X	X
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...	X	X	X	X
Azad e King (2008)Azad, B., & King, N. (2008). Enacting computer workaround practices within a medication dispensing system. European Journal of Information Systems, 17(3), 264-278. doi:10.1057/ejis.2008.14 https://doi.org/10.1057/ejis.2008.14...	X	X	X	X
Joia e Magalhães (2009a)Joia, L. A., & Magalhães, C. (2009a). Evidências empíricas da resistência à implantação de prescrição eletrônica: Uma análise explano-exploratória. RAC-Eletrônica, 3(1), 81-104.	X	X
Kim e 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...	X	X
Veenstra, Klievink, e Janssen (2009)Van Veenstra, A. F., Klievink, B., & Janssen, M. (2009). Avoiding management' of resistances during IT pre-implementation phase: A longitudinal research in a high tech corporation. 17th European Conference on Information Systems. Recuperado de http://aisel.aisnet.org/ecis2009/48 http://aisel.aisnet.org/ecis2009/48...	X	X
Bruque, Moyano e Eisenberg (2009)Bruque, S., Moyano, J., & Eisenberg, J. (2009). Individual adaptation to IT-induced change: The role of social networks. Journal of Management Information Systems, 25(3), 177-206. doi:10.2753/MIS0742-1222250305 https://doi.org/10.2753/MIS0742-12222503...	X
Beaudry e Pinsonneault (2010)Beaudry, A., & Pinsonneault, A. (2010). The other side of acceptance: Studying the direct and indirect effects of emotions on information technology use. MIS Quarterly, 34(4), 689-710. doi: 10.2307/25750701 https://doi.org/10.2307/25750701...	X	X	X
Klaus e Blanton (2010)Klaus, 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...	X	X	X	X
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...		X	X	X
Laumer (2011)Laumer, S. (2011). Why do people reject technologies: A literature-based discussion of the phenomena "resistance to change" in information systems and managerial psychology research. ECIS proceedings. Recuperado de http://aisel.aisnet.org/ecis2011/60/ http://aisel.aisnet.org/ecis2011/60/...	X	X
Kane e Labianca (2011)Kane, G. C., & Labianca, G. (2011). IS avoidance in health-care groups: A multilevel investigation. Information Systems Research, 22(3), 504-522. doi:10.1287/isre.1100.0314 https://doi.org/10.1287/isre.1100.0314...		X
Azad e King (2012)Azad, B. , & King, N. (2012). Institutionalized computer workaround practices in a Mediterranean country: An examination of two organizations. European Journal of Information Systems. 21(4), 358-372. doi:10.1057/ejis.2011.48 https://doi.org/10.1057/ejis.2011.48...	X	X	X	X
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...	X		X	X
Rivard e Lapointe (2012)Rivard, S. , & Lapointe, L. (2012). Information technology implementers' responses to user resistance: Nature and effects. MIS Quarterly, 36(3), 897-920.	X		X	X
Fernandes, Joia e Andrade (2012)Fernandes, C., Joia, L. A., & Andrade, A. (2012). Resistência à implementação de sistemas de folha de pagamento na administração pública: Um estudo multicaso. Organizações & Sociedade. 19(60), 145-164.	X	X	X	X
Fetzner e Freitas (2012)Fetzner, M. A., & Freitas, H. M. R. (2012). Repensando questões sobre mudança, afeto e resistência na implementação de SI. Revista Eletrônica de Administração, 18(1), 1-26.		X	X	X
Esteves e 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...	X	X
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/...				X
Desmet e Parente (2014)Desmet, K., & Parente, S. L. (2014). Resistance to technology adoption: The rise and decline of guilds. Review of Economic Dynamics, 17(3), 437-458. doi:10.1016/j.red.2013.09.005 https://doi.org/10.1016/j.red.2013.09.00...		X	X
Macêdo et al. (2014)Macêdo, D. G., Gaete, L., & Joia, L. A. (2014). Antecedentes à resistência a sistemas empresariais: A perspectiva de gestores brasileiros. RAC-Revista de Administração Contemporânea. 18(2), 139-160. doi:10.1590/S1415-65552014000200003 https://doi.org/10.1590/S1415-6555201400...	X	X
Vinhais e 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...	X	X	X	X

Código	Atividade	Base teórica
A1	Apresentação do sistema	Hirschheim e 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 (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... ; Pinsonneault e 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	Avaliação das características do sistema	Markus, 1983Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.; Klaus e 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., 2014Macêdo, D. G., Gaete, L., & Joia, L. A. (2014). Antecedentes à resistência a sistemas empresariais: A perspectiva de gestores brasileiros. RAC-Revista de Administração Contemporânea. 18(2), 139-160. doi:10.1590/S1415-65552014000200003 https://doi.org/10.1590/S1415-6555201400...
A3	Avalia possíveis quebras de contrato psicológico	Hirschheim e 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 e 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 e 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)Macêdo, D. G., Gaete, L., & Joia, L. A. (2014). Antecedentes à resistência a sistemas empresariais: A perspectiva de gestores brasileiros. RAC-Revista de Administração Contemporânea. 18(2), 139-160. doi:10.1590/S1415-65552014000200003 https://doi.org/10.1590/S1415-6555201400...
A4	Avalia o sistema como amigável, útil e/ou eficiente	Hirschheim e 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 e 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 e 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 e 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 e 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	Avalia desbalanceamento de poder	Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.
A6	Comparação entre "esforço x resultado" antes e depois do novo SI	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... , 2005Joshi, 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	Atitude em relação ao novo SI	Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.; Marakas e 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 e Beaudry (2005); Vinhais e 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	Percepção do grupo	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 e 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	Resistência inexistente ou baixa	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	Sistema utilizado adequadamente	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	Resistência grupal	Lapointe e 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	Resistência a SI	Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.; Lapointe e 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	Atitude em relação à resistência	Lapointe e 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 e 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	Sistema com uso deficiente	Ferneley e 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	Comportamento destrutivo	Marakas e 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 e Baudery (2005); Lapointe e 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	Fracasso do sistema e desinstalação	Marakas e 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 e Beaudry (2005)
A18	Fim	Markus (1983)Markus, M. L. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.; Lapointe e 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 e 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 e 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 e Baudery (2005)

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