Towards integrating acceptance and resistance research: evidence from a telecare case study

van Marjolein Offenbeek · Albert Boonstra · DongBack Seo

100 citations0/0 files storedEuropean Journal of Information Systems

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Technology Adoption and User Behaviour Technology Use by Older Adults Information Systems Theories and Implementation

Abstract

There is wide agreement that acceptance and resistance are crucial factors in information system (IS) adoption. Research has yielded many theories that have focused on either acceptance or resistance, often implicitly assuming that these are opposites. This paper proposes a two-factor view on acceptance and resistance, and shows how this idea may advance our knowledge of IS adoption. In developing a user reactions framework, we take a first step towards integrating the IS literature on acceptance and on resistance. This framework distinguishes between two behavioural dimensions, namely, acceptance, ranging from high use to non-use, and a dimension that ranges from enthusiastic support to aggressive resistance. Combining the two dimensions leads to four categories of user reactions. We show the framework's usefulness by analysing data from a telecare implementation project. The findings identify ambivalent reactions. Many clients are identified as supporting but non-using, while we also find telenurses and care coordinators that show themselves to be resisting but using. These findings support the view that non-acceptance and resistance are conceptually non-equivalent. Our data suggest voluntariness as one determinant of the variation in behavioural reactions encountered. We argue that the concepts are also functionally different: IS implementers will have to adapt their strategies to the different reactions described.

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1994Qualitative Data Analysis: An Expanded Sourcebook 2003User Acceptance of Information Technology: Toward A Unified View1 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1980Understanding Attitudes and Predicting Social Behavior 2000A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies 1985From Intentions to Actions: A Theory of Planned Behavior 1991Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation

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