The impact of trust and fairness on information system’s resistance

Abstract

The present study advances a new conceptual framework explaining and predicting individual resistance to information systems (IS). IS Resistance depends on how individual users perceive the implementation process, its outcome and their relationship with the managers and implementers of the system. We draw on the justice literature to conceptualize the characteristics of the implementation process and its expected outcomes, and from the trust literature to conceptualize the relationships between the users and their managers. In addition to the concept of distributive justice that refers to an individual’s perceptions about the expected outcomes of an IS implementation process, our model includes the constructs of procedural justice, interpersonal justice, and informational justice to capture different aspects of the interaction between the users, the managers and the implementers. In line with previous conceptualizations developed in the justice literature, we also propose that trustworthiness towards managers and implementers will mediate the effect of procedural justice and interpersonal Justice on individual intention to resist an IS. We conclude with a discussion about the theoretical and practice related contributions to the HCI and IS fields.