Managing User Resistance in IS-implementations

Abstract: The basis of this study lies in implementing Information systems (IS) and the related issue of user resistance. An IS-implementation can be a challenging process and there are numerous pitfalls. One of these pitfalls is the emergence of user resistance, and previous research indicates the management of user resistance can be affected by contextual factors of the IS-implementation. The purpose of this research is to identify the main contextual factors that can affect the user resistance in an IS-implementation, and to explain how the user resistance management strategies are affected by these contextual factors. From a literature review three contextual factors were identified: implementation strategy, implementation phase and organizational culture and structure. In order to fulfill the study’s purpose, a qualitative approach was taken and the applied research design was similar to a multiple case study. The empirical data was collected through six semi-structured interviews. The themes of the interviews were based on the previously identified contextual factors of the IS-implementation and their influence on the management of user resistance. Once the data was collected, a presentation of the data was initiated, which was then discussed and analyzed. The main findings led to the conclusion of user resistance management being more delicate and requiring more effort when a big bang strategy is applied and the organization is hierarchical and individualistic with low changeability. Furthermore, the results show that neglecting the management of user resistance in early phases of the implementation, even if the resistance is not evidently noticeable, might increase the issue of resistance. The most effective strategies were proven to include communication, customizations and early involvement of the users.