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Cynicism as User Resistance in IT Implementation

Artikel i vetenskaplig tidskrift
Författare Lisen Selander
Ola Henfridsson
Publicerad i Information Systems Journal
Volym 22
Nummer/häfte 3
Sidor 289-312
ISSN 1350-1917
Publiceringsår 2012
Publicerad vid
Sidor 289-312
Språk en
Ämnesord user resistance, cynicism, IT implementation, process study, CRM
Ämneskategorier Informatik, Medieteknik, Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning

Sammanfattning

In this paper,we examine the process by which user cynicism emerges and is constituted as part of resistance in information technology (IT) implemen- tation. We ground our process perspective in the received user resistance litera- ture by linking cynicism to users’ projections of the system’s future use. Rather than attributing cynicism to perceived threats, however, we see user cynicism as cognitively distanced resistance that manifests as a perception of seeing through the espoused goals of the implementers. Based on a process analysis of a customer relationship management implementation at a customer service centre, the paper extends the user resistance model proposed by Lapointe and Rivard by identifying three dimensions of user cynicism in IT implementation. It also shows how cynicism, as a form of passive resistance, easily escalates and feeds new forms of resistance. Lastly, we introduce the cynicism literature as a new reference theory for the Information Systems (IS) audience.

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