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The study explores the multifaceted dimensions of user resistance through the lens of the Extended Innovation Resistance Theory (IRT), providing insight into functional, psychological and behavioural inhibitors that prevent users from integrating fintech chatbot functionality into their financial management practices. This study employed a quantitative approach and conducted PLS-SEM to analyse the data collected from 286 fintech users. Findings suggest that behavioural inhibitors and IRT variables, except image barrier, play a critical role in preventing users from adopting fintech chatbots. This study emphasises the need to address these behavioural complexities to foster a more conducive environment for the integration of fintech chatbot technology into the financial services industry. A significant contribution of this research is that it introduces a behavioural dimension to the IRT to explore factors affecting the adoption of fintech chatbots, thus contributing to the existing literature on the user adoption and resistance of technology.

With the explosive pace of mobile over-the-top (OTT) video content streaming services, mobile network traffic has seen unprecedented growth in recent years. However, the limitation of antenna performance, the burden of investment cost, and restricted resources hinder improving the current mobile networks' functionality. Accordingly, wireless device-to-device (D2D) caching networks came to the fore as one of the competitive alternatives for alleviating the overloads of mobile network traffic. Wireless D2D caching networks can be a desirable alternative for OTT service providers and telecommunication operators, but the problem is user resistance. User participation is imperative to deliver wireless D2D caching network functionality successfully. Thus, to gain a deeper understanding of user resistance toward wireless D2D caching networks and their underlying sources, this study introduces two perceived cost factors contributing to this resistance and one perceived benefit that mitigates such resistance. Based on an online survey, this study found new theoretical links among perceived costs and benefits, resistance, and participation intention. The findings reveal that user resistance is predicted by perceived costs, encompassing resource sacrifices and privacy concerns, whereas perceived benefits—specifically, perceived usefulness—did not significantly influence resistance. This implies that telecommunication operators should prioritize market requirements over technological advantages, emphasizing the potential for successful commercialization of wireless D2D caching networks. [ABSTRACT FROM AUTHOR]

This study is willing to reveal what are the B2B customers requirement for My Pertamina for Business digital application that they have been using. They are also leaded to evaluate the application performance and reveal what are the resistances in using the application. Literature review and interview are conducted. Seven respondents are involved in the study. They come from three different customer clusters, that are aviation, retail and industrial and marine. The results reveal that customer requirements of B2B customer from digital application in energy sectors are 1) price Simulation, 2) ordering product to create sales order, 3) monitoring tax invoice, 4) monitoring withholding tax slip, 5) the relevance of the displayed energy product to the customer needs, 6) providing many function in one application, 7) connected to direct debit of bank system, 8) connected to other digital platform, 9) forecasting the fuel price, 10) monitoring invoices, 11) energy related news portal and 12) contact center to buy other energy products; 13) reward and discount; and 14) playing entertainment platform such as online game and podcast. Overall performance of the application satisfy the customers but point 7,8,9,10,11,12 and 14 of customer requirements are not fulfilled yet. Dealing with the customer resistance in using the application are slow response of customer complain handling, inaccurate information related to drum stock in the application and in the aviation fuel terminal, and less updated of monitoring Credit/Debit Reversal notes. [ABSTRACT FROM AUTHOR]

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This study attempts to understand the factors that influence clinician resistance to the implementation of health information technology in a mandatory setting. A survey study was conducted with 202 clinicians regarding their perceptions of the implementation of electronic medication management systems (eMMS) in an Australian hospital. The data was collected during the initial roll-out of eMMS for model validation and quantitative analysis. The overall results indicated that performance expectancy, switching costs, and facilitating conditions are direct predictors of clinician resistance, whereas effort expectancy and social influence showed indirect effects on clinician resistance through performance expectancy or switching costs. The study is among the first study that investigates passive clinician resistance to the implementation of health information technology in a health organisation. This study also focused on opposition behaviour among under-examined degrees of resistance. This study provides some insights to the hospital management on how to mitigate clinician resistance in the implementation of health information technology. Other types of clinician resistance, such as postponement and rejection, are not examined in this study. Future research on postponement behaviour and rejection behaviour is needed to have a more comprehensive view of clinician resistance. [ABSTRACT FROM AUTHOR]

While the adoption and replacement projects of e-government systems are increasing in developing countries, empirical research is rare. Moreover, studies on factors affecting user satisfaction of e-customs systems are limited. To fill the gap, this paper empirically investigates the e-customs system implemented by Korea and currently in operation in Cameroon, examining its facilitators and hindrances. This study marks a new approach to studying e-government systems as an ICT4D project in a developing country by creating and validating a newly developed model based on the UTAUT and the SQBT. An empirical study using a survey was conducted. Data were collected from internal and external users who had experienced both the old system (ASYCUDA++) and the new one (CAMCIS). Performance expectancy and uncertainty costs strongly affect the switching benefits and costs. Sunk costs have no significant impacts. The switching benefits and costs significantly influence the behavioral intention and user satisfaction regarding the system. The study adds value to the research fields of user resistance and IT/IS acceptance by conducting empirical research on e-customs systems implemented by a donor in a recipient country. The study gives insights to those policymakers, system developers and managers involved in ICT4D projects about the factors that are important to maximize the benefits and avoid the losses in using a new system. [ABSTRACT FROM AUTHOR]

Technology companies in a continuous transformation process within the scope of Industry 4.0 practices have followed rapidly changing and developing technological advances closely and have made permanent and successful digital transformation efforts. However, there might be met with resistance of employees sometimes during the digital transformation process. This study examines the user resistance of the employees working at technology companies in Istanbul towards digital transformation and determining user resistance factors. A survey questionnaire was prepared to gather the data. In this regard, The Scale of User Resistance towards Information Systems Implementation developed by Kim & Kankanhalli (2009) with 24 statements was used. The scale has seven dimensions: user resistance, perceived value, switching benefits, switching costs, colleague opinion, self-efficacy for change, and organizational support. The target population of the study consists of the employees working at the technology companies in Istanbul. One of the pioneer companies of the information technology sector was selected as the sample group, and 220 employees attended the research based on voluntariness. SPSS 22.0 program was used for the analysis of the data. According to the results, it was found that the participants have low-level user resistance and adapt to the digital transformation at high-level generally. Furthermore, as the result of hypothesis tests, the findings indicate an effect of perceived value and switching benefits, self-efficacy on user resistance, self-efficacy and organizational support on switching costs, and colleague opinion on perceived value and switching benefits, were reached. At the end of the research, the findings were interpreted via previous research findings. Some recommendations were made for both future studies and the sector on adaptation to the digital transformation. [ABSTRACT FROM AUTHOR]

Despite the innovation of technology products providing much convenience to our daily lives, many people still have a reserved attitude toward these innovated products. The study investigates factors that affect people’s technology acceptance behavior toward smart phones. Both the enabling factors and inhibiting factors are taken into research within a two-year study framework. Two sets of questionnaires were provided respectively: One with 377 valid questionnaires that was returned in the first year, and another with 379 valid questionnaires was received back in the second year. The data were analyzed through factor analysis and structural equation modeling (SEM). The experimental result among users’ enabling factors, the presence advantage, self-efficacy and ease of use, and perceptions of external control of when using smart devices shows a positive influence on the attitudes of smart devices users. In user-inhibiting factors, anxiety and perceived need inertia reduce the user’s desire in using a smart device. [ABSTRACT FROM AUTHOR]

This teaching case illustrates how important concepts and tools of information system management practice and literature are used in a young firm, challenged by strong growth and the need to integrate business processes and information technology systems. The case is typical of many smaller organizations that are substantially different from large firms. Among others, the firm does not have a dedicated information technology unit. As most of our information technology management knowledge stems from research in large companies, the teaching case demonstrates and combines many proven information technology management methods, and how they can be applied in smaller firms as well. Students will learn about strategic alignment, business process management, work system theory, business process management, and notation, and user resistance during information technology-induced change projects in small- and medium-sized organizations. [ABSTRACT FROM AUTHOR]

This paper presents a longitudinal study of an Enterprise System (ES) implementation by critically examining the discursive context in which an ES implementation unfolds. The findings show that users strongly supported the ES in the earlier stage of implementation when the technology was an imaginary phenomenon. However, in later stages, when the technology is in use, user support was not consistent. In this phase the ES produces loss of control and an inability to function as an arbiter of fairness (in allocating resources associated with the system) thereby directly challenging existing professional identities and roles. These outcomes, in turn, generate acts of resistance on the part of workers. Users reach inside the technology and reshape it by devising creative workarounds that produce a sense of reskilling to counter the deskilling produced by the loss of control and power. The analysis also shows that an ES is a complex social phenomenon that is intricately linked to and complicit in shaping organizational structure and identity. In particular this study shows how technology, structure, and identity are in a mutually constitutive relationship.

Health information technology (HIT) can improve the quality of healthcare, but improvements are likely to be hindered if physicians and nurses resist HIT. In response, this study investigates the antecedents of the perceived threats to HIT and user resistance by examining the organisational factors, the personal traits of users, HIT-related factors, and the factors related to the interaction between physicians, nurses, and the organisation. By building on an in-depth case study of a public hospital, the study develops a conceptual model. The main findings of the study suggest that perceived dissatisfaction and loss of professional autonomy are the main perceived threats of HIT for physicians and nurses. Furthermore, five factors that influence these perceptions are identified, and they include related knowledge, management support, user involvement, system performance, and social influences. The study will ensure a better understanding of the phenomenon, as it will contribute to identifying the core reasons for resistance. [ABSTRACT FROM AUTHOR]

SHARE ITS - Sharable and Reusable e-learning of ITS, has been implemented by Institut Teknologi Sepuluh Nopember (ITS) since 2006. The web-based Learning Management System has been utilized by lectures to manage blended learning-based courses. Although previous researches have discussed the readiness assessment from student perspectives, and technology adoption factors to improve continuous use of SHARE ITS, only small number of courses are active among hundred courses registered in SHARE ITS, based on the statistics provided by ITS Academic Director in 2017. The lack of participation from lecturers to deliver blended learning-based courses, and the absence of policy and resources to support the participation, is seen as the main drivers of the lagging implementation of SHARE ITS. In the light of understanding these issues, the study aimed at analyzing the factors that influence the users' resistance toward SHARE ITS implementation. The perspective of lecturers was taken into consideration based on a conceptual model developed by Lin et al. The model introduced resistance factors, including perceived threat, perceived usefulness, perceived inequity, and behavior intention. The study showed that perceived threat factor contributes to the low level of user intention toward SHARE ITS. The perceived inequity factor also influenced the perceived threat factor due to the inequalities impact toward SHARE ITS adoption. Therefore, both factors may have an impact toward the continuous usage of SHARE ITS. [ABSTRACT FROM AUTHOR]

This article explores the evolution of video game updates and patches from a mechanism of customer support to a tool of control over the way games are played in the ecosystem of digital gaming platforms. It charts a historical trajectory across various cultural industries, including literary publishing, screen industries, and music, to show a shift from multiplicity of editions to one perpetually updated contingent commodity. Focusing on the issues of power and control enabled by the always-online platforms, the analysis shows that previously updating was often voluntary. However, now players must actively resist patches if they wish to play the game on their own terms. As illustrated by three case studies of update resistance, developers, publishers, and platform holders wield protocological power, which can be successfully opposed—although the outcome often remains localized and tends to alter a specific iteration of protocol and not the underlying infrastructure. [ABSTRACT FROM AUTHOR]

In this study we investigated how perceived switching costs and benefits influence user resistance as a major cause of information systems project implementation failure, from the perspectives of individual emotions and traditional values. We used structural equation modeling and hierarchical regression analysis to analyze data from 256 potential users of a new information system. Participants were employed by a telecom operator in China. Results indicated that positive emotions played a partial mediating role in the relationship between perceived switching costs and benefits and user resistance. Further, user traditionality moderated the influence of perceived switching costs and benefits on user resistance. These findings have theoretical implications and we suggest practical ways in which managers can alleviate user resistance. [ABSTRACT FROM AUTHOR]

The study makes use of the photo-hosting site, namely Flickr, for students to upload screenshots to demonstrate computer software problems and troubleshooting software. By creating non-text stickers and text-based annotations above the screenshots, students are able to help one another to diagnose and solve problems with greater certainty. In addition to applying the technology acceptance model, three factors from the user resistance perspective, namely, user resistance, peer opinion, and self-efficacy for change, were chosen as the basis for the research model. Based on data collected from 399 students, the results indicated that students’ resistance had a negative and direct effect on their behavioral intention. Both peer opinions and students’ self-efficacy for change had negative and direct effects on their resistance, which positively and indirectly influenced behavioral intention. User resistance could be significantly improved by promoting positive peer opinions or enhancing students’ self-efficacy for change. [ABSTRACT FROM AUTHOR]

The aim of this article is to examine individual, corporate and technology-related factors that shape user resistance in business intelligence systems (BIS) post-acceptance usage behaviour. The author develops a conceptual framework and a series of propositions, grounded on previous studies of user resistance to information systems (IS) and post-acceptance usage. The framework proposes that three individual-level variables (loss of power, change in decision-making approach, change of job or job skills), four corporate-level variables (information culture, communication, user training, service quality) and a technology-related variable (system issues) can be attributed to fuel user resistance towards BIS post-acceptance usage stages. A series of propositions is offered that aims to stimulate empirical research in this topical subject. Despite wide acknowledgement of the importance of user resistance for IS implementation success, this area has been under-researched in the field of BIS. This article draws insights from theoretical and empirical studies to shed some light on this area. A framework is presented which transcends previous works on user resistance to IS by looking at the context of BIS use within the voluntary use environment. [ABSTRACT FROM PUBLISHER]

Kim & Kankanhalli introduced status quo bias perspective (SQBP) to help understand information systems (hereinafter IS) users' resistance behaviour. Since then, scholars have widely referred to the theoretical perspective to understand user resistance to and adoption of new IS and information and communication technologies (hereinafter ICT). However, our analysis found that while adopting SQBP, researchers focused primarily on rational cost-and-benefit analysis, rather than on the fundamental tenet of SQBP that highlights 'bias' in users' decision-making on account of their cognitive limitations that lead to bounded rationality. In addition, some of the key constructs used in SQBP were not properly interpreted or were oversimplified in their operationalization. This research note aims to provide guidance for utilizing and analysing SQBP and its constructs for future IS user resistance/adoption research. Because SQBP provides unique insights into 'bias' in human decision-making in its presentation of bounded rationality, accurate interpretation of its concepts and their investigation can help better understand the different sources of user resistance derived from the status quo bias during new IS and ICT implementation. © 2016 John Wiley & Sons Ltd [ABSTRACT FROM AUTHOR]

This study examined the factors affecting university students' resistance and intention to use of mobile learning by developing an integrated research model that combines innovation diffusion theory (IDT) and model of innovation resistance (MIR). We added the concepts of inertia and innovativeness to shed light on the personal aspects of students' adoption of mobile learning. Data were collected from a self–administered online survey of South Korean university students ( N = 493). Structural equation results revealed that relative advantage, complexity, and inertia had significant effects on students' mobile learning resistance, with inertia being the most significant. Relative advantage, innovativeness, and mobile learning resistance had significant effects on students’ intention to use mobile learning, with relative advantage being the most significant. Furthermore, mobile learning resistance was found to mediate the effects of relative advantage and complexity on intention to use mobile learning. The results provide valuable implications for researchers and educational practitioners to develop and implement appropriate strategies for mobile learning. [ABSTRACT FROM AUTHOR]

User resistance is a paramount factor in the implementation of enterprise resource planning (ERP) systems, but a large amount of previous research has focused solely on user acceptance. This review seeks to identify, summarize, and better understand the factors that could cause users to resist. Therefore, this review summarizes the current literature on user resistance within the ERP domain, and attempts to adapt existing information systems’ concepts and theories into the context of ERP implementations. Three theoretical perspectives for user resistance have been identified: the people-, system- and interaction-oriented approaches, in addition, perceived risk and habit has been found to be a key reason for why users resist information systems, such as, an ERP. Some strategies to overcome user resistance are also identified, and these can be placed within two main categories: participative and directive strategies. Further, strategies adapted from the field of marketing such as: differentiation, cost minimization, timing and top management commitment, are suggested to be useful for ERP practitioners in order to reduce or overcome user resistance. [ABSTRACT FROM AUTHOR]

The success rate of enterprise resource planning (ERP) implementation is less than 49% around the world owing to its complex nature. The key focus of information system (IS) researchers has been to explore the ways to reduce threats to ERP implementation posed especially by user resistance. Although the reasons for user resistance have already been dealt with in previous studies, our understanding of how users assess a new ERP system in the pre-implementation phase and what prompts their decision to resist it is far from complete. In particular, an explanation for user resistance or end-user grumbling from the perspectives of status quo bias and technostress was found to be missing. In order to fill this gap in research, the model proposed in the present study integrates status quo and technostress, thus throwing light on the end-user grumbling behaviour that precedes the implementation of a new ERP system. Data was collected via a survey questionnaire distributed to 221 respondents from five different manufacturing industries in Bangladesh which are currently in the process of installing the popular SAP ERP system. Results of this tested model indicate a significant impact of the constructs of status quo bias and technostress on end-user grumbling. Additionally, end user grumbling has positive significant impact on symbolic adoption. Moreover, the paper discusses common method bias and the limitations of the study, while providing an outlook for future research. [ABSTRACT FROM AUTHOR]

Mobile app providers are increasingly enhancing customer value through mobile app updates (MAUs). However, such an approach may induce user resistance, which has already been quite prevalent among users today. This study investigates why users might resist updating mobile apps. First, a netnography study conducted in the context of four online communities in China identified seven barriers that are closely related to users' resistance to MAUs, i.e., perceived uselessness, usage pattern conflict, information overload, interrupted experience, psychological reactance, skepticism, and inertia. Then, we conduct a configurational study based on fuzzy-set Qualitative Comparative Analysis (fsQCA) to examine combinations of the barriers for different forms of users' resistance to MAUs, namely postponement, rejection, and opposition. The analysis was based on survey data collected from 312 mobile app users in China. The results suggest that the role of a certain barrier varies depending on accompanying barriers in determining users' intention to resistance. The results also reveal that configurations for the three forms of users' resistance to MAUs differ significantly. These observations helped to generate propositions on the dynamics between different barriers in explaining users' resistance to MAUs. Overall, the study provides new insights into the limited understanding of the reasons underlying users' resistance to MAUs. • A mixed-approach that combines netnography and fsQCA was employed to unveil the reasons for users' resistance to mobile app updates (MAUs). • We identified seven barriers associated to users' resistance to MAUs. • Configurations of barriers that leading to three forms of users' resistance to MAUs, namely, postponement, rejection, opposition, are quite different. • The three forms of users' resistance to MAUs differ in their intensity. [ABSTRACT FROM AUTHOR]