Factors influencing resistance to hospitality information system change

Purpose: When organizations implement a new information system (IS), they often experience users' resistance behaviors. This study explored the effects of IS self-efficacy, perceived ease of use, perceived usefulness, and anxiety on resistance to IS change within the hospitality domain. It also compared these relationships before and after completing e-learning courses for a new IS. Design/methodology/approach: Survey responses were gathered from current and future hospitality employees. All hypotheses were tested via confirmatory factor analysis and structural equation modeling. Findings: The results demonstrated that (1) IS self-efficacy had significant effects on both perceived usefulness and perceived ease of use of IS; and (2) IS anxiety had a significant impact on resistance to IS change, both before and after completing the e-learning courses. The results also showed that self-efficacy had a significant effect on anxiety and, in turn, resistance to change, after completing the e-learning courses, but not prior to the training. Research limitations/implications: This study addressed the lack of theory-driven empirical research on predictors of user resistance to IS change, based on social cognitive theory, technology acceptance models, and user resistance research. Practical implications: Based on the findings, hospitality operators and vendors can focus on improving factors influencing user adoption of a new IS when they design and implement it. Operators can design better change management strategies to reduce resistance to IS change. Originality/value: Few investigations have been conducted to explain the relationships among the aforementioned factors, before and after completing e-learning for a hospitality IS.