Understanding user acceptance of robotic process automation: the user resistance perspective

Abstract

Purpose Robotic process automation (RPA) is an automation technology that replaces front-end information technology (IT) human workers with software that handles simple and repetitive tasks. Despite its importance, RPA research remains limited to topics related to the introduction of the technology itself due to its novelty. This study examines users’ resistance attitudes to understand their intentions to use RPA. Design/methodology/approach By integrating the theory of planned behavior (TPB) and user resistance theory, this paper develops a research model to explain users’ intentions to use RPA. We employ a structural equation model (SEM) to analyze an online survey of individuals’ (N = 309) intentions to use RPA. Findings The results show that subjective norms are the largest positive significant factor explaining the intention to use RPA, whereas user resistance is the next largest significant negative factor for the intention to use RPA. Additionally, dehumanization is found to have the most significant effect on user resistance. Originality/value This study has meaningful implications for researchers and practitioners in the prediction of hyperautomation acceptance, such as RPA.

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