WHY DO PEOPLE REJECT TECHNOLOGIES – A LITERATURE-BASED DISCUSSION OF THE PHENOMENA “RESISTANCE TO CHANGE” IN INFORMATION SYSTEMS AND MANAGERIAL PSYCHOLOGY RESEARCH

In 2008, Ford et al. (2008) pointed out for management research, that “it is time to expand our understanding of resistance to change”. Since 1947, when Kurt Lewin discuss the first time the concept of resistance to change within his field theory, managerial psychology researchers have extended, criticized, modified and re-conceptualized the understanding of employees‟ responses to change initiatives. Also information systems research has identified resistance to change as major reason for IT project failures. However, as our analysis in this paper shows, there are a lot of opportunities for IS research to research resistance to IT-induced change. Using a literature review the paper discusses different concepts of resistance to change from managerial psychology and IS research in order to provide a better understanding of resistance to IT-induced change. The paper highlights implications from managerial psychology research to update the understanding of resistance to change in information systems research

User Resistance Factor to UTM e-learning in Post- Implementation

E-learning stands for Electronic Learning. E-Learning systems are becoming mature technologies to support study method in the university. However, there are factors frequently cited as the major reason for the failure of E-Learning system in post implementation is “User Resistance”. E-Learning implementation doesn’t finish after the program run, instead the real test of the system starts when a user begins using the system. The main purpose of this study is to investigate the factors that influence user resistance in E-Learning post implementation stage. To achieve this objective, the quantitative method was conducted with 400 E-Learning end users. The result shows Resistance due to change, User Age, Cultural study method, User Expectations, Previous Bad Experience, Lack of Education, Training are the factors behind user resistance. Recommendations and guideline to avoid user resistance in E-Learning post implementation is also presented. The benefits and outcomes of this study shall aid university to overcome user resistance in post E-Learning implementation. Keywords: User resistance factor; E-Learning; Post Implementation; UTM E-Learnin

A DECISION SUPPORT SYSTEM DESIGN TO OVERCOME RESISTANCE TOWARDS SUSTAINABLE INNOVATIONS

The concept of sustainability has been acknowledged as one of the central and most important issues of our time. However, technological innovations which provide a more sustainable way of living, for instance electric cars, are not always welcomed with open arms by consumers but often resisted at the beginning. As such, human resistance behavior can be explained as an interplay of different personality traits that favour the status quo. In this study, a decision support system design is introduced which bases on the concept of digital nudging that addresses innovation resistance on an individual’s cognitive level by de-biasing innovation trial decision-making. An experimental pre-study is conducted to test the influence of different DSS modifications on the selection of electric cars in an online rental car booking scenario. First results show that DSS which set sustainable innovations as default option have a significantly positive effect on their trial probability while priming consumers towards electric car trial has no significant effect

Overcoming Innovation Resistance beyond Status Quo Bias - A Decision Support System Approach (Research-in-Progress)

When innovative products and services are launched to the market, many consumers initially resist adopting them, even if the innovation is likely to enhance their life quality. Explanations for this behavior can also be found in specific personality traits and in general pitfalls of human decision-making. We believe that decision support systems (DSS) can help alleviate such innovation resistance. We propose a DSS design that addresses innovation resistance to complex innovations on an individual’s cognitive level. An experimental study will be conducted to test the influence of different DSS modifications on the perception and selection of complex innovations. We aim to identify levers for reducing innovation resistance and to derive DSS design implications.

User Acceptance of New Technology in Mandatory Adoption Scenario for Food Distribution in India

Ubiquitous utilization of information and communication technologies (ICTs) has led the governments of various countries to use ICTs in public administration and social welfare initiatives. Direct use of e-governance technology by citizens in developing countries is hindered by lack of training, education and infrastructure. This makes it inevitable to employ intermediary users who can bridge this gap between technology use and beneficiaries. Analyzing the technology adoption behavior of intermediaries could help policy makers and designers of e-governance technologies to create devices, processes and training programs that target the factors that inhibit as well as encourage the use of ICTs among technology users. We study the effect of technology characteristics and users’ internal traits on technology satisfaction of intermediaries who are mandated by the government to use android tablets in order to provide efficient services to end-users in the Indian food security supply chain. We further translate the results into tangible recommendations in context of infrastructure, users’ traits, business performance, and technology and policy design. The research model proposes that certain technology characteristics (screen design, technology relevance and terminology) and users’ internal traits (resistance to change, technology anxiety, trust in internet and result demonstrability) influence their technology satisfaction, either directly or indirectly through UTAUT constructs. Results indicated that resistance to change, technology anxiety, trust in internet, screen design and terminology had an impact on ICT users’ technology adoption behavior. Result demonstrability and technology relevance were found to have no effect on technology satisfaction in case of mandatory use

Technology adoption in the public distribution system of Chhattisgarh, India: Analysis of factors that facilitate the transition to technology utilization in food distribution

Information and communication technologies in public administration and social welfare initiatives are increasingly being used by various countries with an intent to augment transparency and provide better services to citizens. However, lack of infrastructure, education, technology literacy, and training keeps a major proportion of target population deprived of the benefits of these initiatives in various developing countries. Hence services of technology intermediaries are utilized to bridge this gap between the benefits of e-government technologies and citizens. The public distribution system (PDS) is the biggest poverty alleviation program in India that aims to provide subsidized food grains and other essential commodities to below poverty line households through a network of fair price shops. Under the centralized online real-time electronic public distribution system, the state of Chhattisgarh implemented various technological and administrative reforms to empower end-beneficiaries of the PDS supply chain. Fair price shop salespersons, who are the users of implemented technologies, face various challenges in making this transition from manual transactions to automated transactions. These intermediaries play a critical role in successful implementation of any technology-based policy change. It is also essential to analyze their technology adoption behavior due to the mandatory nature of technology use in e-governance. This research attempts to analyze and understand the adoption of mandatory e-governance technologies from intermediary users’ perspective. The first study aimed to identify and prioritize challenges faced by technology users in mandatory technology adoption of point of sale devices that were implemented in fair price shops of Chhattisgarh to replace the paper-based commodity distribution system. Data collected from 170 fair price shops were analyzed using the quality management tools of list reduction, affinity diagram, and Pareto chart. The result of the list reduction technique established a final set of 33 challenges faced by fair price shop salespersons in adopting the mandated technology. This list of challenges was then organized and categorized into six priority areas that required improvement for easier technology adoption. A Pareto chart was then used to prioritize and identify the areas that required immediate attention. These priority areas, in order of their importance, included “lack of infrastructure,” “design of device hardware,” “process design,” “salespeople’ errors,” “government support,” and “software design”. Results of this study could help the government agencies to channelize their resources on areas that require immediate attention and to take into consideration the technology users’ perspective while expanding technology-based policy implementations. Improper device design, high maintenance costs, and poor network strength led to replacement of point of sale devices with tablets. Although improvement in the areas identified in previous study would enable an easier transition to technology use, there are various other driving factors that could influence the technology adoption by intermediary users. Therefore, the second study aimed to analyze the effect of technology characteristics and users’ internal traits on the technology adoption behavior of fair price salespersons. The need for this analysis is underscored by mandatory nature of technology adoption in e-governance. Data collected from 176 fair price shops from 167 villages of three districts of state of Chhattisgarh were analyzed using partial least square structural equation modeling. Technology satisfaction, rather than technology acceptance, is a more relevant outcome variable to study in mandatory adoption scenario. Therefore, the effect of various characteristics of implemented technology and users’ internal traits on technology satisfaction was modeled using an extension of the unified theory of acceptance and use of technology (UTAUT). The proposed model established that technology characteristics of “screen design” and “terminology” and users’ internal traits of “resistance to change,” “technology anxiety,” and “trust in internet” influenced their technology satisfaction either directly or indirectly through UTAUT constructs performance expectancy, effort expectancy, social influence, and facilitating conditions. However, “technology relevance” and “result demonstrability” had no effect on technology satisfaction in a mandated-use environment

Resistance to IT-induced Change - Theoretical Foundation and Empirical Evidence

In this PhD thesis the question “Why do people reject technologies?” is investigated and a variety of theoretical founded and empirical evaluated answers are given. Too many IT implementation and organizational change projects in firms still fail as the underling Information Systems are inadequately used. The thesis evaluates the reasons for user resistance behavior including individual characteristics such as personality traits, process characteristics, technology characteristics, and characteristics of the change process. Moreover, it can be shown that user resistance is not only related to the observed usage behavior, but also in work- and process-related consequences. The results contribute not only to IT adoption and change management literature, but also to the literature on Human Resources Information Systems (HRIS) as the thesis investigates employees’ reactions to information systems in HR departments

Creating an information systems security culture through an integrated model of employees compliance

Employees’ non-compliance with information systems security policies has been identified as a major threat to organizational data and information systems. This dissertation investigates the process underlying information systems security compliance in organizations with the focus on employees. The process model is complex, comprising many normative, attitudinal, psychological, environmental, and organizational factors. Therefore, the study of information security compliance requires a holistic assessment of all these factors. This dissertation seeks to achieve this objective by offering a comprehensive and integrated model of employee behavior especially focused towards information security compliance. The research framework is influenced by the Reciprocal Determinism Theory which explains individuals psycho-social functioning in terms of triadic reciprocal causation. Several theories explain the role of various factors forming the intellectual puzzle. These are: General Deterrence Theory, Social-Exchange Theory, Social Learning Theory, Expectation-Disconfirmation Theory, Rational Choice Theory, Cognitive Dissonance Theory, Reactance Theory, and Status-Quo Bias Theory. This dissertation makes several significant contributions to literature and to practitioners. Several new factors that influence compliance decisions by employees have been proposed, namely task dissonance, self-policing, word-of-mouth, and habit. For the first time, top management support has been examined as a multi-dimensional construct which provides a better understanding of the phenomenon. Also for the first time, this dissertation constructs a process model to examine the interactions between punishment severity and certainty and top management support and normative factors. It also investigates the interactions between normative and psychological factors, namely resistance and self-policing on information security compliance. This dissertation emphasizes that the practitioners should consider all the relevant factors in order to manage the information security compliance problem. Therefore, it is more useful to think in terms of establishing a security culture that embodies all the relevant factors prevalent in an organization. The dissertation is guided by positivist paradigm. Hypotheses are tested and validated using established quantitative approaches, namely data collection using survey and structural equation modeling. Major findings were derived and most of the dissertation’s hypotheses were supported. The findings are discussed, and the conclusions, significant theoretical and practical implications of the findings, limitations, and recommendations for future research are presented

Determinants of Intention to Use New Technology: An Investigation of Students in Higher Education

The federal government continues to monitor the cost of paper texts as an essential component of postsecondary education expenses. The Higher Education Act (HEA), which was initially passed in 1965, was created to buttress the educational resources of colleges and universities. Along with addressing the benefits of financial aid in postsecondary and higher education, the act referenced the projected financial burdens of paper texts. The last 2008 reauthorization suggested that colleges and universities develop plans to reduce the costs of college. Congress is currently working to reauthorize the legislation. Based on this information, the problem identified in this study explored how to use the results of the study to develop a framework that may be used by universities. This framework could be used to consider the success (or failure) of the intention to use e-texts in student learning, given how the cost of textbooks contributes to the perceived high cost of college attendance. The primary goal of the study was to evaluate students’ perceptions of the usefulness of e-texts. The subordinate goal was to address the financial benefits of e-texts. In this study, the author has explored the perceived ease of use, perceived usefulness, and computer self-efficacy involved in the actual use of new technology such as textbooks in electronic format among undergraduate, postsecondary or university students. The main research questions for the study were: “How do the variables perceived ease of use, perceived usefulness, and computer self-efficacy impact the intention to use, which may be a predictor of actual use of new technology?” and “How will the results of this study assist institutions of higher education in planning for the successful acceptance of new technologies, which may or may not be a predictor of actual use?” The researcher used a Web-based survey and selected a sample of 5,600 undergraduate students from two universities. There were 482 complete responses to the survey. The context of the study included two traditional, land-based, universities. This was an exploratory, quantitative, qualitative research study. The research study measured the level of impact of perceived ease of use, perceived usefulness, and computer self-efficacy on the intention to use that may or may not lead to the actual use of new technology. The researcher investigated the topic and provided a framework for identifying factors that may lead to the intention to use new technology, which may determine the actual use of technology (i.e., technology acceptance). The higher levels of students’ perceived ease of use, and perceived usefulness of the e-texts, the more apt the student is to choose an e-text as opposed to a paper text. The lower costs of e-texts in comparison to paper texts would be a positive predictor of financial benefits for the students that choose to use e-texts. The financial gains in the purchasing of e-texts could lead to a positive impact on the total of college and education costs. The author also concluded that the market for recreational reading continues to grow for e-texts usage. Academic use of e-texts still represents a lesser portion of the market place. This study contributed to the body of knowledge, profession, and overall literature in the field of study regarding intentions to use new technology, user acceptance research, and information systems. The results of the study have provided a framework for launching new technology within a postsecondary school environment

Development of UX design guidelines by innovation adoption process based on prior experience

학위논문 (박사)-- 서울대학교 대학원 미술대학 디자인학부, 2017. 8. 정의철.본 연구는 사용자의 실물매체를 통한 선행경험을 모바일 서비스를 통한 가상 경험으로 전환하는데 있어, 사용자의 인지 부담을 완화하여 서비스 채택률을 높이려면 어떻게 디자인해야 하는지에 대한 것이다. 이에 따라, 이론적 고찰과 사례연구를 바탕으로, 혁신 채택과정의 각 단계에서 부정적 인지요인에 대한 조절 효과가 있는 긍정적 인지요인과 관련된 UX디자인 가이드라인을 개발하는 것을 목적으로 한다. 상기 연구목적을 달성하기 위해 다음 3가지 연구문제를 설정하였다. 1. 사용자가 새로운 모바일 서비스를 채택하기까지 어떤 과정을 거치는가? 2. 혁신 채택과정의 진행을 저해하는 부정적 요인은 무엇이며, 이에 대한 조절작용을 하는 긍정적 요인은 무엇인가? 3. 긍정적 요인을 강화하기 위해서는 어떻게 디자인해야 하는가? 본 연구는 선험적으로 접근해야 하는 새로운 가상 매체를 어떻게 디자인할 수 있는가에 대한 것이므로, 전통적인 오프라인 상거래 시스템에 패러다임의 변화를 가져올 것이라 기대되는 혁신 기술인 모바일 결제 서비스를 연구대상으로 선정하였다. 선행경험이 유사하다는 전제 하에 비교분석이 가능하므로, 스마트 디바이스가 본격적으로 국내에 상용화된 2010년 이후부터 2017년 상반기까지 오프라인 결제를 핵심 기능으로 한 모바일 서비스를 지속적으로 출시 및 운영한 S사와 K사의 모바일 결제 서비스들을 사례로 분석하였다. 연구는 다음과 같은 과정으로 진행되었다. 첫째. 혁신채택 및 저항 이론과 UX과정에 대한 이론적 고찰을 통하여, 모바일 서비스의 특성이 반영된 혁신 채택과정을 정의하고, 각 단계 별 부정적ㆍ긍정적 인지요인을 추출했다. 둘째. 혁신 채택과정 별 특성에 따라 선행연구에 언급된 다양한 인지요인들을 상호관련성을 토대로 재배치하여 연구모델을 구성했다. 셋째. 연구모델을 토대로, 확장단계에 진입한 S사의 모바일 결제 서비스 전개과정을 살펴 보고, 각 단계 별 시사점을 도출했다. 넷째. 연구모델을 토대로, 도입단계에 머물러 있는 K사의 모바일 결제 서비스 전개과정을 살펴 보고, 각 요소 별 시사점을 도출했다. 다섯째. 연구모델을 토대로, S사의 모바일 결제 서비스에 대한 사용자 반응을 살펴 보고, 각 단계 별 시사점을 도출했다. 최종적으로 상기 과정을 통해 추출된 시사점을 토대로 혁신 채택과정 별 UX디자인 가이드라인을 제안했다. 본 가이드라인은 모바일 서비스의 근간을 이루는 개념과 조건과 서비스 인지부터 시장 정착에 이르기까지를 4단계로 구분한 기대 → 도입 → 적용 → 확장의 혁신 채택과정을 포함하여 총 5개의 장으로 구성된다. 개념과 조건은, 사용자가 모바일 서비스를 통해 지원받을 수 있는 행동(Action)에 대한 명확한 개념 제시와 사용자와 서비스 간 신뢰관계 형성 및 유지에 대한 것으로, 전 단계에서 지속적으로 추구되어야 할 서비스의 궁극적 목적과 가치에 대한 장이다. 기대는 혁신 채택과정의 첫 번째 단계로, 모바일 서비스 사용과 관련된 실제 상황(Scene)을 명시하여 사용자가 모바일 서비스에 대한 선행개념을 형성하는 장이다. 도입은 혁신 채택과정의 두 번째 단계로, 실제 대상(Real Object) 사용 상황을 암시하는 메타포(Metaphor)와 제스처(Gesture)로 선행개념과 가상경험을 매개하는 장이다. 적용은 혁신 채택과정의 세 번째 단계로, 반복적 사용의 효익을 높이기 위해 가상매체(Virtual Object)를 별도 UI로 분리하고, 핵심 기능을 고도화하는 장이다. 확장은 혁신 채택과정의 마지막 단계로, 타 매체 또는 서비스와의 연계를 통하여 순환적 생태계가 구축되면서 점진적으로 사용자 경험이 확장되는 장이다. 본 연구는, 모바일 서비스의 발전단계를 고려한 혁신 채택과정과 각 단계 별 인지요인의 상호작용을 정리한 이론적 연구모델에 기반하여, 실제 사례에 대한 UX분석의 시사점을 토대로 매체 전환에 따른 구체적인 가이드라인을 개발하여 제안하였다는데 의의가 있다. 연구의 결과물인 혁신 채택과정 별 UX디자인 가이드라인은 모바일 서비스의 주요 대상이 실물 매체에 기반하고 있어 사용자의 선행경험을 가상경험으로 전환해야 하는 UX/서비스를 기획하는 디자이너 또는 기획자에게 아래와 같이 활용될 것으로 기대한다. (1) 모바일 서비스의 시장 정착 시까지 장기적 관점의 운영 계획을 수립하거나, (2) 혁신 채택과정 별로 중요하게 고려해야 할 요인을 파악하여 서비스 방향성을 검토 및 조정하거나, (3) 유관 부서와 공통적 관점을 견지하기 위한 기반 자료로 활용될 수 있을 것이다.1.서 론 1 1.1 연구배경 1 1.2 연구목적 13 1.3 연구대상 14 1.4 연구방법 17 1.5 용어정의 18 2.이론적 고찰 23 2.1 인지과정 23 2.1.1 혁신채택 23 2.1.1 혁신저항 33 2.1.2 UX 과정 41 2.2 인지요인 52 2.2.1 인지과정 별 인지요인 53 2.2.2 인지요인 간 상호작용 68 2.2.3 부정적ㆍ긍정적 인지요인 72 3.연구모델 정의 76 3.1 지속적 영향 76 3.1.1 불확실성(Uncertainty) 77 3.1.2 불편감 (Discomfort) 78 3.1.3 기능적 가치 (Functional Value) 78 3.1.4 브랜드 신뢰도 (Brand Credibility) 81 3.1.5 제어 용이성 (Ease of Control) 86 3.1.6 자기 효능감 (Self-efficacy) 87 3.2 기대단계 (Anticipation) 91 3.2.1 두려움 (Fear) 91 3.2.2 노력 기대 (Effort Expectancy) 92 3.2.3 사회적 가치 (Social Value) 93 3.2.4 관찰 가능성 (Observability) 96 3.2.5 자발적 유희성 (Voluntary Enjoyment) 99 3.3 도입단계 (Orientation) 100 3.3.1 좌절감 (Frustration) 101 3.3.2 복잡성 (Complexity) 103 3.3.3 쾌락적 유희성 (Hedonic Enjoyment) 104 3.3.4 친숙함 (Familiarity) 106 3.3.5 학습 용이성 (Ease of Learn) 112 3.4 적용단계 (Incorporation) 114 3.4.1 피로감 (Fatigue) 114 3.4.2 사용용이성 (Ease of Use) 115 3.4.3 실용적 가치 (Pragmatic Value) 119 3.5 확장단계 (Extension) 121 3.5.1 불만 (Discontent) 121 3.5.2 조정 용이성 (Ease of Modify) 122 3.5.3 표현적 유희성 (Expressive Enjoyment) 123 3.5.4 정서적 가치 (Emotional Value) 125 3.6 연구모델 126 4. 확장단계에 진입한 S사 서비스의 UX분석 128 4.1 개념 및 조건 130 4.1.1 서비스명 및 아이콘 131 4.1.2 브랜드 요소 136 4.2 기대단계 137 4.2.1 홍보자료 및 메시지 138 4.2.2 앱스토어 페이지 143 4.3 도입단계 147 4.3.1 서비스 안내 147 4.3.2 홈 화면 151 4.3.3 상세화면 153 4.3.4 기능특화화면 155 4.3.5 등록 절차 169 4.3.6 관리 174 4.4 적용단계 177 4.4.1 홈 화면 178 4.4.2 상세화면 180 4.4.3 기능특화화면 181 4.4.4 등록절차 184 4.4.5 관리 185 4.5 확장단계 186 4.5.1 서비스명 및 아이콘 188 4.5.2 홍보자료 및 메시지 188 4.5.3 홈 화면 190 4.5.4 상세화면 192 4.5.5 기능특화화면 196 4.5.6 관리 198 5.도입단계에 머문 K사의 서비스 UX분석 200 5.1 기대 201 5.1.1 서비스명 및 아이콘 201 5.1.2 홍보자료 및 메시지 204 5.1.3 앱스토어 페이지 209 5.2 도입 210 5.2.1 진입화면 210 5.2.2 홈화면 211 5.2.3 상세화면 214 5.2.4 기능특화모드 215 5.2.5 등록절차 218 6.사용자 반응 UX분석 220 6.1 자료수집 및 표본의 특성 220 6.2 분석방법 222 6.3 분석결과 223 6.3.1 기대단계 223 6.3.2 도입단계 224 6.3.3 적용단계 228 6.3.4 확장단계 232 7.혁신 채택과정 별 UX디자인 가이드라인 235 8.결론 및 제언 257 참고 문헌 261 부 록 282 부록 １ 가이드라인 평가 자료 282 부록 ２ 인터뷰 KT 전략기획 293 부록 ３ 인터뷰 KT 마케팅 307 부록 ４ 인터뷰 KT 기획 318 부록 ５ 인터뷰 CONAD UX 324 부록 ６ 인터뷰 PXD UX 331 부록 ７ 인터뷰 PXD UX 333 Abstract 338Docto