User resistance in ERP implementations: A literature review

Abstract

User resistance is a paramount factor in the implementation of enterprise resource planning (ERP) systems, but a large amount of previous research has focused solely on user acceptance. This review seeks to identify, summarize, and better understand the factors that could cause users to resist. Therefore, this review summarizes the current literature on user resistance within the ERP domain, and attempts to adapt existing information systems' concepts and theories into the context of ERP implementations. Three theoretical perspectives for user resistance have been identified: the people-, system- and interaction-oriented approaches, in addition, perceived risk and habit has been found to be a key reason for why users resist information systems, such as, an ERP. Some strategies to overcome user resistance are also identified, and these can be placed within two main categories: participative and directive strategies. Further, strategies adapted from the field of marketing such as: differentiation, cost minimization, timing and top management commitment, are suggested to be useful for ERP practitioners in order to reduce or overcome user resistance.