Wilson Wong

Date of Award


Document Type


Degree Name

PhD in Business


Department of Information and Process Management

First Advisor

Amy Ray

Second Advisor

Dominique Haughton

Third Advisor

James E. Stahl

Fourth Advisor

Jason Cohen


User resistance has been identified as a factor in information systems implementation failures in the health care industry. RFID, radio frequency identification, is being incorporated into new health care information systems in order to effect cost reductions by tracking, identifying and monitoring individuals and medical items. This is the first study to research the relative contributions of vendor trust and IT artifact trust components to user resistance and, as a result, makes a unique contribution to the information systems literature. An understanding of the degree to which technology adoption behavioral beliefs, and particularly system trust, affect user resistance towards information systems implementation is necessary before effective information systems strategies can be created to bolster user trust, reduce implementation failure rates and increase the likelihood of successful information systems adoptions.

The purpose of this research is to study the degree to which medical clinic employees' vendor trust and IT artifact trust components contribute to user resistance, and to determine the relationships between trust beliefs, technology adoption beliefs and user resistance. The Theory of Reasoned Action is used to integrate these factors in a technology adoption framework. A cross-sectional, quantitative, positivist survey research design was chosen to measure the technology adoption behavioral beliefs and user resistance intentions of hospital employees working in medical clinics. Survey data was collected from 59 hospital employees across three clinics. PLS, partial least squares, was used to analyze both the measurement model and structural equation model. The results showed that perceived benevolence/integrity in the IT artifact had the only significant direct effect on user resistance.

The theoretical contributions of this research are determining the extent to which system trust components contribute to user resistance, identifying system trust antecedents, and incorporating technology adoption factors in a user resistance model. Contextual contributions include researching an RFID information system that tracks the location of medical clinic employees, and studying an information system shortly after implementation. This research will help inform information systems stakeholders on where to concentrate resources and efforts, particularly vendor trust and perceived benevolence/integrity in the IT artifact trust, in reducing user resistance towards a new implementation.