(A) case study on employee resistance toward self-service information technologies (SSITs) : based on prospect theory and innovation resistance theory

Abstract

With the rising importance of employee self-service information technology (SSIT) like RPA (Robotic Process Automation) and SSBI (Self-Service Business Intelligence), understanding employees’ behavioral dynamics as the innovation consumers has become important. This research explores the dynamics in the framework of Prospect Theory and Innovation Resistance Theory based on an in-depth case study. The research findings show that, when non-IT employees are given the SSITs implementation related KPIs, which are new and unfamiliar to them, and the business operations related KPIs concurrently in the business environment where employees perceive the latter is highly achievable, the employees resist to adopt SSITs. They prioritize the latter and postpone / oppose the pursuit of the former out of certainty effect and risk aversion tendency. If an extraneous factor deteriorates the business environment in which the achievability for the business operations related KPIs drops, the employees start pursuing the SSITs related KPIs out of risk-seeking and loss aversion tendency.