User Resistance and Compliance on the Front-Line

Author #1

I have tried to incoroporate all suggested changes. However, it was diffult to expand the introduction, literature and conclusion as the paper was already at the full word count. I have expanded the introduction, included research questions, and expanded the conclusion. I have extended the literature review where possible, but several citations of the literature were removed from the initial submission due to the large amount of words the full reference itself takes up in the word count.

With regards the suggestion to use Expectation Confirmation Theory. This relates only to technological factors such as performance as is not relevant to the arguments presented in this paper regarding looking beyond the deterministic and technoligically focussed view outlined in Figure 1. ECT also tends to relate to purchase intentions which is not relevant to the context of mobile technology use presented here where the technology is issued to users.

Abstract

Resistance is not a clear cut term that can be applied to a particular technology or its affordances, and cannot be viewed linearly as the outcome of a mismatch of technology and user requirements. This paper uses the context of mobile technology use in front-line work to argue that our traditional conceptualisation of resistance should be redefined, particularly in a mobile context. The paper explores resistance in terms of user expectations borne out of organisational history, and in terms of experiences in use. Various objects of resistance are also explored to present a more holistic view of issues shaping resistance than obtained from a purely technological focus. The paper adds further weight to the argument for a redefinition of resistance by suggesting that there may be opposing tensions during the use of mobile technology, leading to the theorisation that it is possible to be simultaneously resistant and compliant with technology.

 

User Resistance and Compliance on the Front-Line

Resistance is not a clear cut term that can be applied to a particular technology or its affordances, and cannot be viewed linearly as the outcome of a mismatch of technology and user requirements. This paper uses the context of mobile technology use in front-line work to argue that our traditional conceptualisation of resistance should be redefined, particularly in a mobile context. The paper explores resistance in terms of user expectations borne out of organisational history, and in terms of experiences in use. Various objects of resistance are also explored to present a more holistic view of issues shaping resistance than obtained from a purely technological focus. The paper adds further weight to the argument for a redefinition of resistance by suggesting that there may be opposing tensions during the use of mobile technology, leading to the theorisation that it is possible to be simultaneously resistant and compliant with technology.