Factors influencing resistance to hospitality information system change

Abstract

Purpose

When organizations implement a new information system (IS), they often experience users' resistance behaviors. This study explored the effects of IS self-efficacy, perceived ease of use, perceived usefulness, and anxiety on resistance to IS change within the hospitality domain. It also compared these relationships before and after completing e-learning courses for a new IS.

Design/methodology/approach

Survey responses were gathered from current and future hospitality employees. All hypotheses were tested via confirmatory factor analysis and structural equation modeling.

Findings

The results demonstrated that (1) IS self-efficacy had significant effects on both perceived usefulness and perceived ease of use of IS; and (2) IS anxiety had a significant impact on resistance to IS change, both before and after completing the e-learning courses. The results also showed that self-efficacy had a significant effect on anxiety and, in turn, resistance to change, after completing the e-learning courses, but not prior to the training.

Research limitations/implications

This study addressed the lack of theory-driven empirical research on predictors of user resistance to IS change, based on social cognitive theory, technology acceptance models, and user resistance research.

Practical implications

Based on the findings, hospitality operators and vendors can focus on improving factors influencing user adoption of a new IS when they design and implement it. Operators can design better change management strategies to reduce resistance to IS change.

Originality/value

Few investigations have been conducted to explain the relationships among the aforementioned factors, before and after completing e-learning for a hospitality IS.

Citation

Kim, J.(S)., Hardin, A. and Lee, S. (2023), "Factors influencing resistance to hospitality information system change", Journal of Hospitality and Tourism Insights, Vol. 6 No. 5, pp. 1926-1945. https://doi.org/10.1108/JHTI-04-2022-0129