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Cynicism as user resistance in IT implementation
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Selander, Lisen and Henfridsson, Ola (2012) Cynicism as user resistance in IT implementation. Information Systems Journal, 22 (4). pp. 289-312. doi:10.1111/j.1365-2575.2011.00386.x ISSN 1350-1917.
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Official URL: http://dx.doi.org/10.1111/j.1365-2575.2011.00386.x
Abstract
In this paper, we examine the process by which user cynicism emerges and is constituted as part of resistance in information technology (IT) implementation. We ground our process perspective in the received user resistance literature 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.
Item Type: | Journal Article | ||||
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Divisions: | Faculty of Social Sciences > Warwick Business School | ||||
Journal or Publication Title: | Information Systems Journal | ||||
Publisher: | John Wiley & Sons Ltd. | ||||
ISSN: | 1350-1917 | ||||
Official Date: | July 2012 | ||||
Dates: |
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Volume: | 22 | ||||
Number: | 4 | ||||
Page Range: | pp. 289-312 | ||||
DOI: | 10.1111/j.1365-2575.2011.00386.x | ||||
Status: | Peer Reviewed | ||||
Publication Status: | Published | ||||
Access rights to Published version: | Restricted or Subscription Access |
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