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User resistance determinants and the psychological contract in enterprise system implementations

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  • Tim Klaus
  • J Ellis Blanton

Abstract

User resistance is an important issue in the implementation of enterprise systems (ES). However, despite a large body of user acceptance literature, there is far less literature addressing user resistance. This study seeks to better understand the development of user resistance. Information is obtained and triangulated in this study from a focus group and semi-structured user interviews from three organizations. Through the lens of the psychological contract employees have with their organization, user resistance is investigated. Twelve determinants were found that upset the psychological contract and affect the level of user resistance. These determinants have been classified into four key categories which expand on previous literature: individual, system, organizational, and process issues. The relationships among these concepts and both the theoretical and practical contributions of this study are discussed.

Suggested Citation

  • Tim Klaus & J Ellis Blanton, 2010. "User resistance determinants and the psychological contract in enterprise system implementations," European Journal of Information Systems, Taylor & Francis Journals, vol. 19(6), pages 625-636, December.
    • Handle: RePEc:taf:tjisxx:v:19:y:2010:i:6:p:625-636
    DOI: 10.1057/ejis.2010.39
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    Cited by:

    1. Hung-Pin Shih & Wuqiang Liu, 2023. "Beyond the trade-offs on Facebook: the underlying mechanisms of privacy choices," Information Systems and e-Business Management, Springer, vol. 21(2), pages 353-387, June.
    2. Mario Saba & Peter Bou Saba & Antoine Harfouche, 2018. "Hidden facets of IT projects are revealed only after deployment," Post-Print hal-04263515, HAL.
    3. Brendan Chukwuemeka Ezeudoka & Mingyue Fan, 2024. "Exploring the impact of digital distrust on user resistance to e-health services among older adults: the moderating effect of anticipated regret," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-19, December.

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