User Resistance Research Articles

Addressing status quo bias to turn a failing decision system introduction around: the case of DB Schenker

ABSTRACT A new decision system introduction gone wrong can be costly and have further negative consequences. One of the reasons why IT introductions can go wrong is user resistance – often caused by a status quo bias of the users towards the old system. An ironic aspect as decision systems are often especially designed to counter decision biases. This case study presents evidence that targeted countermeasures to status quo bias can help. Based on a review of the available literature, research-based countermeasures were identified and later complemented with practice-based countermeasures from a case study at DB Schenker. With the help of these countermeasures, DB Schenker managed to turn around a new financial reporting system introduction gone wrong.

Factors Influencing Consumers’ Resistance Towards Property Rental Payments In Proptech Apps

This study investigates the reasons behind resistance to using the payment functionalities of proptech apps among users who have adopted the search features but not the payment feature. To explore this, the study employs Innovation Resistance Theory (IRT), mixed with variables from UTAUT2. Previous research showed that various barriers can influence user resistance to app payments. A mixed-methods approach is used in this research, combining qualitative preliminary testing and quantitative main testing. The study adopts convenience sampling to gather data. Data were collected through questionnaire and analyzed using Multiple Linear Regression Analysis in SPSS 27.0. The findings reveal that three main barriers—Risk, Tradition, and Image—significantly influence users from making payments through proptech apps. The Risk Barrier pertains to concerns over security and privacy. The Tradition Barrier involves users' preference for conventional method ways over alternatives. The Image Barrier relates to the perception of the app's reputation and trustworthiness. Future research recommendation include conducting discriminant analysis to compare non-adopters of proptech app payments distinct groups, incorporate demographic elements such as age, income, and gender as moderating variables and including additional independent variables that can expand the research scope. This study contributes to the existing literature by addressing user resistance to increase the adoption of digital payment functionalities in proptech applications. The findings can help app developers and marketers design better strategies to overcome these barriers and promote wider acceptance of proptech app payments.

Exploring the impact of digital distrust on user resistance to e-health services among older adults: the moderating effect of anticipated regret

This study investigates the factors influencing user resistance to e-health services among older adults, focusing on the role of information inequality, digital distrust, low self-efficacy, perceived risk, and social influence. Structured questionnaires were used to gather data from 301 older adult participants, and the structural equation modeling method was used to analyze the results. The results show that digital distrust, perceived risk, and user resistance have a significant positive relationship, underscoring the significance of resolving trust and risk concerns in e-health interventions. The study also finds that the association between digital distrust and user resistance is moderated by anticipated regret, indicating that people who anticipate regretting not adopting electronic health services are less likely to oppose digital technologies despite their distrust. Surprisingly, the study did not find support for the hypothesized relationship between information inequality and user resistance, indicating the need for further exploration of this complex relationship. The study contributes to a better understanding of the factors influencing user resistance to e-health services among older adults, offering valuable insights for policymakers and practitioners seeking to promote the adoption of digital health technologies in aging populations.

Adoption of contact tracing app during pandemic: Users’ resistance behavior

ObjectivesThe study investigates the key issues influencing different barriers resulting in user resistance toward adopting contact tracing smartphone apps launched to track COVID-19 infections. MethodsIndian users’ experiences regarding the Aarogya Setu app for preventing the spread of COVID-19 were examined in two phases. In Phase I, online users’ comments available at the Google Play Store were qualitatively analyzed using open and axial coding. These codes were then used to create an implication matrix and hierarchical value maps to illustrate and interpret the relationships between issues, barriers, and user behavior. In Phase II, a supplementary empirical study, data was collected from users and non-users of the app through semi-structured telephone interviews and then qualitatively analyzed. ResultsBy drawing on innovation resistance theory, the current study mapped a set of adoption barriers with three types of user resistance, i.e., postponement, opposition, and rejection. Rejection emerged as the most prominent consumer resistance behavior; usage barriers, functional risk, and value barriers related to the app's usage were the key drivers of this behavior. Postponement was the second most observed consumer resistance behavior. If usage barriers, functional risk, and value barriers of the app resulted in functional barriers toward adoption of the app, then image barrier was the key reason behind the psychological barrier. ConclusionAdministrators and developers of future interventions need to be conscious of usage barriers, functional risks, and value barriers related to the app's usage through stakeholder engagement to secure broader and faster adoption of such apps to improve health information systems.

Association of xanthine oxidoreductase inhibitor use with insulin secretory capacity in patients with type 2 diabetes.

Xanthine oxidoreductase (XOR) inhibitor treatment, which reduces reactive oxygen species (ROS) production and increases adenosine triphosphate (ATP) synthesis, has been reported to improve glycemic control. The possible protective effects of XOR inhibitor treatment on insulin secretory capacity were investigated in patients with type 2 diabetes. This retrospective cross-sectional study included 428 patients with type 2 diabetes. Insulin secretory capacity was assessed based on fasting serum C-peptide concentration (CPR) and C-peptide index (CPI) in all subjects, while insulin resistance in non-insulin users (n = 312) was determined using the homeostasis model assessment of insulin resistance (HOMA-IR) index. Median values for CPR and CPI in all subjects were 2.4 ng/mL and 1.5, respectively, while that for HOMA-IR in non-insulin users was 3.2. The XOR inhibitor users (n = 72) had significantly (P < 0.001) higher CPR and CPI levels than non-users (n = 356). Multivariable regression analyses showed XOR inhibitor use was positively associated with CPR (β = 0.153, P = 0.001) and CPI (β = 0.144, P = 0.001). Similar results were observed in propensity score analyses. In subgroup analyses of patients with a preserved estimated glomerular filtration rate (≥60 mL/min/1.73 m2) and non-insulin users, these associations remained significant. Furthermore, the associations were significant in patients with lower (≤6.0 mg/dL) but not with higher (>6.0 mg/dL) uric acid levels (P for interaction <0.05). On the other hand, XOR inhibitor use showed no significant association with HOMA-IR. The results of XOR inhibitor treatment, especially a sufficient reduction in serum uric acid level, may provide protective effects on insulin secretory capacity in patients with type 2 diabetes.

Swiping to end hunger: the problematic politics of humanitarian donation apps

Abstract The emergence of humanitarian donation apps promises to revolutionize aid by making it easier for people to give to humanitarian causes with just a few swipes on the smartphone in the palm of their hands. Yet, little is known about the implications of this for the politics and ethics of contemporary aid. This article explores the politics of humanitarian donation apps through an in-depth study of the World Food Programme's donation app ShareTheMeal. By analysing data from a detailed app walkthrough and documentation in a user journal of the experiences of a sample of app users, the article shows how ShareTheMeal is designed to afford specific forms of everyday humanitarianism, and how users adopt, appropriate or resist these affordances. Doing so we find that, while ShareTheMeal affords a convenient and gratifying donation experience, it also reinvigorates racial and paternalistic divisions between donors as benevolent saviours and recipients as voiceless victims, and integrates users into an extractivist data economy. Hence, rather than revolutionizing aid, ShareTheMeal instead sediments unequal relationships of agency and dependency in and through everyday acts of helping. Yet, because of apps' openness to user resistance and change, another politics of humanitarianism is nevertheless possible.

안면인식결제가 사용자 저항과 이용의도에 미치는 영향

The modern society is undergoing tremendous changes due to technological innovation. The birth of new technologies such as artificial intelligence (AI), Internet of Things (IoT), big data, and cloud computing marks the beginning of the fourth industrial revolution. Various new industries are rapidly emerging as information and communication technology (ICT), artificial intelligence, big data, and other new technologies such as the Internet of Things are combined. Fintech is a technology that is attracting attention as new technologies and the financial industry merge. The concept of Fintech was born through the convergence of financial industry and information and communication technology by governments of all countries around the world and continuous innovation. Fintech is an innovation in the financial industly that uses new technologies. Use aiiificial intelligence, big data, cloud computing, the Internet of Things and other modern science and technology achievements to reform financial products, business models and business procedures. One of the most basic tasks in financial business is payment service. The development and introduction of new technologies has changed the way people pay. One of the notable fields in payment service is face recognition payment. Face recognition is being used in various fields due to its high accuracy and low invasiveness. Facial recognition payment is a technology that uses computer vision. It uses computers to mimic human vision, allowing computers to analyze images. It is a technology that implements identity authentication based on personal facial feature information. The purpose of this study is to analyze the effect relationship of facial recognition payment on usage intention. For basic statistical analysis of the questionnaire, SPSS 23.0, a statistical package, was used. For hypothesis testing, concentrated validity and discriminant validity were verified using the structural equation package Smart PLS 4.0. Infmmation technology factors that dete1mine face recognition payment were divided into system characteristics and user characteristics. A summary of the study follows. First, The system characteristics of the face recognition payment service were partially adopted for user resistance. Second, the user characteristics of face recognition payment had a significant effect on user resistance. Third, user resistance had a significant effect on intention to use.

Konsep Dan Penerapan Sistem Informasi Manajemen

The purpose of writing this article is to find out the concepts, benefits, applications and challenges experienced in Information Management Systems. Management Information System (MIS) is a very important and strategic system in the modern digital era. This system functions as the main means of collecting, processing and presenting relevant and accurate information to management, so that it can assist in making better decisions. In this article, researchers use the literature study research method to analyze data by describing data that has been collected from various sources such as books, journals, articles, research reports, and other sources that are relevant to the topic being studied. Through a literature study, this research explores the definition and main benefits of MIS, which is a combination of human resources, information technology, and procedures to produce quality information for decision making. Effective implementation of MIS can provide a competitive advantage for organizations in increasing productivity, efficiency and competitiveness. However, SIM implementation also faces various challenges, such as system integration, data security, data quality, user resistance, investment costs, rapid technological changes, and organizational complexity. This research contributes to providing a comprehensive understanding ofManagement Information Systems, as well as highlighting the importance of utilizing information as a strategic asset for organizations in achieving their business goals

Mapping in harmony: Co-designing user interfaces for conflict management on OSM

Online peer-production communities (OPPCs) have witnessed producer conflicts that negatively impact their project quality and producer morale. In response to such issues, OPPCs have supported producers to self-manage conflict as its frequency is exceeding the capacity of volunteer moderators. In this paper, we solicit design guidelines reflecting producers’ requirements and perspectives for self-conflict management in an OPPC called OpenStreetMap (OSM). We use the OSM Changeset Discussions user interface – one of OSM’s tools designed to facilitate conflict management – as our target interface. We conduct co-design workshops to collect OSM mappers’ perspectives on the existing conflict management user interface (UI) and re-design alternatives based on mappers’ suggestions. We collect rich reflections on four design prompts covering the User Experience (UX) criteria of utility, usability, desirability, and adoptability, contrasting the current and alternative Changeset Discussion UI designs. Our results lead to two design guidelines: (1) provide gentle and non-intrusive reminders customized based on OSM’s mapper profile and (2) provide customizable mapper profile information displayed during online discussion. We discuss challenges associated with the co-designing process in an OPPC as OSM and how future studies should focus on making incremental changes based on user-participatory methods to minimize any user resistance.

How Employee Career Sustainability Affects Innovative Work Behavior under Digitalization

The increasing adoption of cutting-edge technologies, such as cloud computing and machine learning by robots that replace human workers, has posed serious challenges to employees’ career sustainability (CS), affecting their innovative work behavior (IWB). As the digitalization of the workplace continues to progress as normal, further investigations into the relationship between CS and IWB are urgently required. In response, we investigate the relationships among CS, IWB, human capital (HC), and user resistance (UR). Using data collected from 537 employees in Chinese high-tech enterprises, structural equation and regression analyses were performed. Our results reveal that (1) three dimensions of CS (career renewability, career flexibility, and career integrity) are positively related to IWB, while the fourth dimension of CS (career resourcefulness) exerts inverted U-shaped influences on IWB, and (2) there is a significant dual moderating effect between UR and HC on the four dimensions of CS and IWB, with the former demonstrating a negative effect and the latter showing a positive effect. These findings offer valuable insights for global managers and policymakers to more appropriately implement HR practices in this highly competitive international market. Adopting a conservation of resources theory (COR) framework and the Job Demands–Resources model (JD-R), we theoretically elucidate how different dimensions of CS serve as personal resources for IWB in the digitalized context, thereby enriching the literature on innovative behavior and career development.

Unlocking the Potential of Continue Intention to Use of MyBCA between Generations

BCA has just unveiled a brand-new digital platform called myBCA. Although myBCA provides more services overall than mobile BCA, users are hesitant to transfer over due to concerns about security. The myBCA app's rating in the Google Play Store is still 3.7 stars. This situation is emblematic of common challenges encountered in the digital landscape, where the introduction of new technologies often meets with user resistance, especially when security and usability concerns arise. The acceptance and continuance of using new technology are explained by TCT. There are three primary factors—e-service quality, perceived ease of use, and perceived risk—that affect how new technology is accepted. This research uses primary data involving 250 respondents. The data were analysed using structural equation models. The results showed that e-service quality and perceived ease of use have a significant and positive effect on user satisfaction. Yet, e-service quality directly has no significant effect on continued intention to use. Perceived risk has a negative impact on user satisfaction, both directly and indirectly, on continued intention to use. User satisfaction is able to mediate the influence of e-service quality, perceived ease of use, and perceived risk on continued intention to use the MyBCA app. Perceived ease of use is more sensitive to Gen Y and Gen Z, while perceived risk is more sensitive to Gen Y. The implication of this study suggest that companies should prioritize e-service quality and perceived ease of use while developing new technology.

Investigating resistance to IT projects: a conceptual model from a meta-synthesis approach

PurposeThe study aims to drive conceptual clarity around resistance to information technology projects, integrating multiple facets of the phenomenon from earlier studies.Design/methodology/approachThe study conducts a meta-synthesis of qualitative studies on resistance to technology projects; it analyzes those studies at a case-specific level, compares and contrasts emergent concepts against each other, and “translates” those to the rest of the studies. The study uses the seven-step meta-ethnography method by Noblit and Hare to reciprocally translate emergent concepts to construct the conceptual model.FindingsThrough meta-synthesis, the study derives a new conceptual model for resistance to information technology projects, exemplifying how the identified antecedents create user resistance and how the phenomenon progresses within organizations.Research limitations/implicationsThis study enriches the observations and conclusions of past individual studies while explicating various facets of the mechanisms that generate and progress technology resistance within organizations. It offers fresh insights into the equivocal nature of the phenomenon and the distinctive ways it progresses from individual to group level.Practical implicationsMany ambitious and costly digital transformation efforts do not succeed due to user resistance. Understanding the mechanisms that create user resistance can help organizations manage technology projects better, thereby reducing the technology assimilation gap and protecting returns on related investments.Originality/valueThere have been extensive studies on technology acceptance (enablers) within organizations, while those relating to technology inhibitors are somewhat limited. However, the symmetry of understanding between enablers and inhibitors is vital for organizations to assimilate promising technologies and transform their business models. This model uses a new lens of sensemaking theory to explain how the antecedents trigger perceived threats and resistance behavior; it highlights the nuances around the development of resistance within individuals and its progression to groups. The resultant model offers better generalizability in organizational contexts.

인공지능시스템에 대한 호텔 종업원의 양가적(兩價的) 인식과 사용자 저항의 영향 관계

Utilizing the job demands-resources model, this study investigated the impact of hotel employees' perceptions of artificial intelligence(AI) systems (job demands) on user resistance, as mediated by switching costs (stress factors) and switching benefits (motivational factors). Additionally, it sought to explore how these relationships are moderated by the level of organizational support (job resources). To achieve the research objectives, an online survey was conducted targeting hotel employees who experienced AI systems in their work. The research findings are as follows: Firstly, employees' AI perceptions had a positive impact on switching costs but did not significantly affect switching benefits. Secondly, switching costs had a positive influence on user resistance, while switching benefits negatively impacted user resistance. Thirdly, the level of organizational support moderated the relationships between AI perceptions, switching costs, and switching benefits. These study findings contribute to deepening the understanding of hotel employees' resistance to AI systems. It confirms the significant role of the level of organizational support when introducing AI systems. Consequently, this study suggests theoretical and practical implications for developing effective employee resource management strategies for hotel organizations that have introduced or plan to use extended AI systems.

Complement or substitute? A study of the impact of artificial intelligence on consumers’ resistance

PurposeArtificial intelligence (AI) is experiencing growth and prosperity worldwide because of its convenience and other benefits. However, AI faces challenges related to consumer resistance. Thus, drawing on the user resistance theory, this study explores factors that influence consumers’ resistance to AI and suggests ways to mitigate this negative influence.Design/methodology/approachThis study tested four hypotheses across four studies by conducting lab experiments. Study 1 used a questionnaire to verify the hypothesis that AI’s “substitute” image leads to consumer resistance to AI; Study 2 focused on the role of perceived threat as an underlying driver of resistance to AI. Studies 3–4 provided process evidence by the way of a measured moderator, testing whether AI with servant communication style and literal language style is resisted less.FindingsThis study showed that AI’s “substitute” image increased users' resistance to AI. This occurs because the substitute image increases consumers’ perceived threat. The study also found that using servant communication and literal language styles in the interaction between AI and consumers can mitigate the negative effects of AI-substituted images.Originality/valueThis study reveals the mechanism of action between AI image and consumers’ resistance and sheds light on how to choose appropriate image and expression styles for AI products, which is important for lowering consumer resistance to AI.

Assessing the Impact of Accounting Analytic Capabilities on Firm Performance

ABSTRACT This study establishes the relevance of accounting analytic capabilities (AAC) as a predictor of firm performance (FP) in a controlled environment characterized by strong informal controls (IC) and an undercurrent of user resistance to embracing technology. Analysis of data from 118 accounting and finance professionals from India revealed that user resistance was rendered “not relevant” in predicting high FP. This connotes that, in settings of substantial IC and user resistance to change (RTC), AAC on their own can drive superior FP, since their benefits more than counter-balance user resistance to AAC. Furthermore, since this result is independent of firm size or industry type, it signals strong implications for practice and theory. The effectiveness of AAC in an environment of IC (and in the setting of user resistance) is established and discussed.

Blockchain-Based Electronic Health Records: Revolutionizing healthcare in Malaysia

Introduction: Despite the government's continuous efforts since the 1990s, the public healthcare sector of Malaysia still faces issues related to system deployment and technology adoption. As a result, the nationwide health information exchange remains as not fully established, hampering the Malaysian aspirations of health service provision for citizens. The government long to establish health information exchange, enabling blockchain technology-based applications. This paper aims to review the government's digitalization initiatives and describe the provision of blockchain Electronic Health Records for healthcare services in Malaysia. Methodology: A review of the scholarly databases Scopus, Web of Science, and Google Scholar, along with the grey literature from the Malaysian government, was conducted. In addition, health-related government websites have been searched for information until the end of March 2023. Results: There were 55 documents yielded from the database, and a grey literature search was retained for content analysis. Discussion: The major barrier that could push back governments' efforts is user resistance, particularly from medical professionals. Besides, Regulatory reform is needed to facilitate blockchain provision for healthcare data management. Technical issues directly associated with the system and vendor are worth addressing. Conclusion: Malaysia has a progressive vision towards healthcare digitalization aimed at 2030. To be able to successfully achieve this target then it is essential to implement appropriate strategies. User readiness assessment calls for research, while system-related issues regarding; hardware, software, and vendor needs to be properly planned. Patients' ownership of medical data is to be allowed by law. Currently this information strictly belongs to hospitals and health partitioners therefore data management is physician centric.

모빌리티 플랫폼의 재이용 의도에 대한 연구

The success of O2O taxi services depends on how much consumers actually use them and intend to continue using them. Therefore, this study focuses on university students who use O2O taxi services the most and Kakao Taxi, the leading domestic mobility platform, to identify the impact of various factors of the mobility platform on the intention to reuse O2O taxi services. It also presents practical measures to increase users' intention to reuse. To this end, this study analyzes the impact of Kakao T's service personalization, information accuracy, cognitive effort, and security risk on reuse intention through expected usefulness and user resistance through structural equation modeling. The main analysis results are as follows: First, cognitive effort did not appear to have a negative effect on expected usefulness. This is interpreted to mean that the expected usefulness of Kakao T is considered a more important factor than cognitive effort. However, if users experience inconvenience in cognitive effort, they are likely to give up using the service even though its potential usefulness is high. Therefore, Kakao T needs to devise a plan to further increase convenience and usefulness through interoperability with the platform and to reflect an appropriate level of cognitive effort. Second, contrary to the expectation that security risk would have a negative (-) relationship with expected usefulness according to existing research, a conflicting result was found in that it had a positive (+) relationship. This can be interpreted in various ways, but considering the risk- seeking propensity of early O2O service users and the high appeal for security risks among young people in their 20s and 30s, Kakao T has established security-related devices for university students' use of the service. There is a need to actively promote this to increase service acceptance.

A Holistic Evaluation of BIM Implementation Barriers in the Indian Construction Industry: Pre- and Post-Adoption Perspectives

ABSTRACT The existing Building Information Modelling (BIM) research does not provide a holistic understanding of pre- and post-adoption barriers to its implementation, especially in developing countries such as India, where BIM adoption lags. First, a total of 32 barriers to BIM implementation were identified after a comprehensive literature review. Second, after discussion with experts, the barriers were classified into 23 pre- and 21 post-adoption barriers. Next, the barriers were ranked based on 218 completed survey responses from professionals working in 125 organizations in the Indian construction industry. Finally, an independent samples t-test was conducted to understand differences in the perceptions of different groups of participants. The top five pre-adoption barriers were (1) high hardware costs, (2) high software costs, (3) low adoption across the supply chain, (4) low market support, and (5) unclear benefit evaluation. In comparison, the top five post-adoption barriers were (1) high ongoing cost (license renewal, training cost, etc.), (2) shortage of skills and expertise, (3) unclear benefit evaluation, (4) client’s lack of understanding, and (5) user resistance. Moreover, clients, contractors and consultants shared different views on very few barriers, which shows that these barriers are prevalent across different types of organizations in the Indian construction industry.

Understanding Mobile OTT Service Users' Resistance to Participation in Wireless D2D Caching Networks.

With the explosive pace of mobile over-the-top (OTT) video content streaming services, mobile network traffic has seen unprecedented growth in recent years. However, the limitation of antenna performance, the burden of investment cost, and restricted resources hinder improving the current mobile networks' functionality. Accordingly, wireless device-to-device (D2D) caching networks came to the fore as one of the competitive alternatives for alleviating the overloads of mobile network traffic. Wireless D2D caching networks can be a desirable alternative for OTT service providers and telecommunication operators, but the problem is user resistance. User participation is imperative to deliver wireless D2D caching network functionality successfully. Thus, to gain a deeper understanding of user resistance toward wireless D2D caching networks and their underlying sources, this study introduces two perceived cost factors contributing to this resistance and one perceived benefit that mitigates such resistance. Based on an online survey, this study found new theoretical links among perceived costs and benefits, resistance, and participation intention. The findings reveal that user resistance is predicted by perceived costs, encompassing resource sacrifices and privacy concerns, whereas perceived benefits-specifically, perceived usefulness-did not significantly influence resistance. This implies that telecommunication operators should prioritize market requirements over technological advantages, emphasizing the potential for successful commercialization of wireless D2D caching networks.

Understanding user resistance of smart factory adoption: a focus on small and medium-sized enterprises

PurposeThe purpose of this paper is to examine the resistance behavior of smart factories in small and medium-sized enterprises (SMEs). Drawing upon dual factor perspective, this study examines how two types of quality and perceived usefulness impact user resistance as enabling factors and how switching cost, skepticism, habit and inertia contribute to user resistance as inhibiting factors. Additionally, multi-group analysis is employed to compare small and medium enterprises.Design/methodology/approachPurposive sampling technique was employed to collect 460 Korean SMEs employees, consisting of 235 small enterprises and 225 medium enterprises. Partial least squares structural equation modeling was used for data analysis.FindingsThe results reveal that all three inhibiting factors, switching cost, skepticism and habit, are key antecedents of inertia. In small enterprises, skepticism has a greater impact on inertia, which in turn strongly affects resistance. Additionally, system quality is more crucial for small enterprises, whereas information quality holds more importance for medium enterprises in mitigating resistance. Moreover, when the implementation level of a smart factory is high, the effect of perceived usefulness on user resistance diminishes.Originality/valueThis study has revealed the importance of considering both enabling and inhibiting factors for the adoption of smart factory systems in the context of SMEs. Additionally, it has provided evidence that as the level of the smart factory system increases, the effect of perceived usefulness on user resistance decreases, thus making the transition to smart factory systems more challenging.