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Relating Cognitive Problem-Solving Style to User Resistance 207
substantially from the analyst in terms of age or length of service are more resistant
than others to new systems. Since neither the present study nor A-I theory, nor the
literature survey by Rosen and Jerdee support these beliefs, organizations should
be alerted to the possibility of unfair discrimination against older and more
experienced users.
While some discussion of user resistance exists in the literature, no direct,
quantitative measure of this phenomenon had previously been attempted. This led
to the development of the R-score, which is a direct measure of resistance in terms
of observable complaints about the system, and which is significantly associated
with the user’s level of resistance to that system.
Prior to this study, neither had Adaption-innovation theory been applied to IS
development, nor had the KAI instrument been replicated in the IS field. With the
aid of these, it has been shown that matching users to analysts of similar cognitive
style can minimize user resistance. Furthermore, by prior administration of the KAI
instrument to analysts and users, approximate forecasts of user resistance are now
possible. In other words, both A-I theory and the KAI instrument have been shown
to be valuable tools in assessing, understanding and forecasting user resistance (see
Table 6).
This study lends some support to the method used by Bailey and Pearson
(1983) to measure user satisfaction and IS success, in that the two most significant
factors found by them to satisfy users, were also found to be negatively associated
with user resistance (measured as R-scores) in this study. These factors were
system accuracy and reliability. This further suggests that low user resistance is
indeed associated with high user satisfaction, confirming that resistance and
satisfaction can be used as inverse, surrogate measures for one another. The user’s
R-score in the post-implementation phase is thus indicated as a possible measure
of system success. However, more research would be required to ensure that it is
not also significantly dependent upon the cognitive style of the investigator: a factor
that would preclude its use as a standard measure. The speed with which the Rscore
can be assessed, though an interviewing technique, would make it an
attractive option to the more protracted Pearson-type questionnaire for measuring
system success.
AREAS FOR FURTHER RESEARCH
As previously mentioned, there may be a dependence of the R-score on the
cognitive style of the investigator since the R-score is determined as a result of his
interaction with the respondent at an interview. In a further study, the effect of the
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