Switching costs and benefits affect user resistance in project implementation: Roles of positive emotions and user traditionality

• Shan Liu

  Guizhou University of Finance and Economics

• Yajun Zhang

  Guizhou University of Finance and Economics

• Kaili Li

  Guizhou University of Finance and Economics

• Jing Tan

  Xi’an Jiaotong University

In this study we investigated how perceived switching costs and benefits influence user resistance as a major cause of information systems project implementation failure, from the perspectives of individual emotions and traditional values. We used structural equation modeling and hierarchical regression analysis to analyze data from 256 potential users of a new information system. Participants were employed by a telecom operator in China. Results indicated that positive emotions played a partial mediating role in the relationship between perceived switching costs and benefits and user resistance. Further, user traditionality moderated the influence of perceived switching costs and benefits on user resistance. These findings have theoretical implications and we suggest practical ways in which managers can alleviate user resistance.

1. Shan Liu, Guizhou University of Finance and Economics
   School of Business Administration
2. Yajun Zhang, Guizhou University of Finance and Economics
   School of Business Administration
3. Kaili Li, Guizhou University of Finance and Economics
   School of Business Administration
4. Jing Tan, Xi’an Jiaotong University
   School of Management

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