Understanding User Resistance and Acceptance during the Implementation of an Order Management System: A Case Study Using the Equity Implementation Model

AbstractSuccessful implementation of new technologies and systems is vital for sustaining and enhancing the productivity and the competitive position of an organization. However, many implementation efforts fail due to resistance or non-acceptance of new systems by users. This paper presents the details of the implementation of an order management system in a custom furnishing business. Details of changes brought about by the new system in the work environment of users and the resulting user acceptance and resistance behaviors are examined in the light of the user evaluation process proposed by the equity implementation model (EIM). The paper concludes that the findings of the case study support EIM, which provides an understanding of both resistance and acceptance behaviors. EIM also provides an understanding of users' initial reactions to the implementation as well as their post implementation responses. Such insights can be helpful in developing better strategies for implementing systems and dealing with user resistance.Key Words: Information SystemsInformation Systems ImplementationUser AcceptanceResistance to ChangeEquity Implementation ModelCase Study Notes1 The Editor in chief has verified that this study is derived from a real organization, whose name has been disguised as Marian Enterprises in this article.Additional informationNotes on contributorsKailash JoshiKailash Joshi is Professor of MIS at the University of Missouri, St. Louis. He received his Ph.D. in Management Information Systems from Indiana University in 1986. Prior to joining academics, he worked in industry in the areas of purchasing, materials, production, and systems for nine years. His other papers have appeared in MIS Quarterly, Decision Sciences, IEEE Engineering Management, Information Systems Journal, Information and Management, Omega: The International Journal of Management Science, Data Base, Journal of Information Technology Management, Journal of Data Warehousing, Journal of Purchasing and Materials Management, and Production and Inventory Management Journal.