Driving factors of mobile services user resistance work in progress

Abstract

User resistance to information systems (IS) implementation has been identified as a main reason for insufficient success of new systems. Even though numerous studies have investigated the driving factors for user resistance, up to now there is no study that is exclusively focused on the concept of user resistance for the mobile service domain. Within this work in progress paper we examine user resistance for mobile services and investigate the falling short of expectations of mobile services success. Based on a literature review, our findings clearly reveal user-, service-, and provider-related factors that trigger user resistance towards mobile services. These are incorporated into a resulting user resistance framework. This article provides researchers with a framework for future research in this domain and provides practitioners with an improved understanding of mobile service customers and corresponding managerial decisions.

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