Understanding User Resistance and Acceptance during the Implementation of an Order Management System: A Case Study Using the Equity Implementation Model

Successful implementation of new technologies and systems is vital for sustaining and enhancing the productivity and the competitive position of an organization. However, many implementation efforts fail due to resistance or non-acceptance of new systems by users. This paper presents the details of the implementation of an order management system in a custom furnishing business. Details of changes brought about by the new system in the work environment of users and the resulting user acceptance and resistance behaviors are examined in the light of the user evaluation process proposed by the equity implementation model (EIM). The paper concludes that the findings of the case study support EIM, which provides an understanding of both resistance and acceptance behaviors. EIM also provides an understanding of users’ initial reactions to the implementation as well as their post implementation responses. Such insights can be helpful in developing better strategies for implementing systems and dealing with user resistance.