This research investigates the influence of "soft costs" on the productivity impact of new information technology (IT) implementations in US-based Small and Medium-sized Businesses (SMBs). Soft costs, distinct from "hard costs," encompass factors such as resistance to change, training, decision-making processes, and error analysis that are not directly quantifiable as financial investments. The study explores the interplay between decision-making and implementation processes in SMBs when introducing new technology and their collective contribution to overall productivity, including additional exploration of resolutions as provided by individuals within organizations across different industries. This dissertation delves into the intricate realm of soft costs within small and medium-sized businesses (SMBs), exploring their impact, management strategies, and implications for organizational success by acknowledging and addressing soft costs for technology purchases specifically, and soft costs in a broader sense, in various industries. Through a meticulous blend of qualitative and quantitative research methods, the study investigates the nuanced dynamics of soft costs, shedding light on their pervasive nature and the challenges they pose for SMBs across diverse industries. The methodology employed in this research includes the design and administration of surveys using Qualtrics XM survey services, aimed at capturing the perceptions and experiences of SMB stakeholders regarding soft costs. Analysis of survey responses reveals a growing awareness of soft costs among individuals within SMBs, yet a notable lack of dedicated resources and attention within organizations to address them effectively. The findings, data which is further processed and analyzed using IBM SPSS and NVivo, underscore the critical need for further research and exploration into soft costs, emphasizing their significance in financial planning, resource allocation, and decision-making processes. By embracing a proactive approach to managing soft costs, SMBs can navigate the complexities of the business landscape with resilience and foresight, ultimately enhancing their long-term viability and success. This dissertation contributes to the existing body of knowledge on soft costs, providing valuable insights and implications for SMBs striving to thrive in an increasingly competitive environment. / Business Administration/Interdisciplinary