The increasing digitization makes digital systems more and more complex within the processing industry. This poses a challenge for organizations to obtain a long-term, functioning relationship between the information system in use and its users. A phenomenon linked to this challenge is that of user resistance, which is an acknowledged critical factor regarding information systems failure. Though prior research focused on studying user resistance at the early stages of implementation, research on user resistance at the post-acceptance stage could generate knowledge applicable to situations where the systems in use are already accepted. The aim of this study was to gain an understanding of the challenges organizations within the processing industry may encounter when dealing with user resistance, and to suggest how these challenges could be managed. This was achieved by identifying factors that drive user resistance in a post-acceptance stage among machine operators at a paper production factory. Through the lens of a theoretical framework we identified six organization-level, individual-level and technological-level factors: communication deficiencies, lack of training, external system support, distance to management, lack of motivation and negative attitude towards systems. Based on those, five guiding principles related to managing continued IS-use were identified: update existing systems incrementally, engage employees through participation in organizational change, consolidate communication channels to external system suppliers, responsibility of system training and management of correct system usage. Finally, the study suggests implications for future research on user resistance.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:umu-171188 |
| Date | January 2020 |
| Creators | Persson, Rebecca, Rutberg, Julia |
| Publisher | Umeå universitet, Institutionen för informatik, Umeå universitet, Institutionen för informatik |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
| Relation | Informatik Student Paper Bachelor (INFSPB) ; 2020.11 |
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