Manipulating user resistance to large-scale information systems through influence tactics

Abstract

This study examines how influence tactics can be used to manipulate user resistance and subsequent usage behaviors in the context of large-scale, newly implemented information systems (IS). To do so, we integrate the theory of interpersonal influence and leadership, adaptive structuration theory, and the literature on user resistance and behavioral IS theories, and develop a comprehensive theoretical model anchored in (a) social influence tactics, (b) IT artifact perceptions, and (c) user resistance and subsequent behaviors. The resultant theoretical model explains how influence tactics modulate user perceptions, user resistance to the system, and ultimately the unfaithful use of the system. This model is tested in the context of an electronic medical record (EMR) system implementation, with a sample of 442 clinicians who were exposed to various influence tactics and with the use of SEM techniques. The results indicate that certain influence tactics are beneficial in reducing user resistance while others can unintentionally increase resistance. Resistance, in turn, drives adaptive user behaviors in the form of unfaithful use of the system. Thus, it is possible to manipulate resistance and resultant adaptive behaviors through influence tactics, without necessarily altering the IT artifact. This is particularly important, as many off-the-shelf IT artifacts cannot be substantially modified.