In this study we investigated how perceived switching costs and benefits influence user resistance as a major cause of information systems project implementation failure, from the perspectives of individual emotions and traditional values. We used structural equation modeling and hierarchical
regression analysis to analyze data from 256 potential users of a new information system. Participants were employed by a telecom operator in China. Results indicated that positive emotions played a partial mediating role in the relationship between perceived switching costs and benefits and
user resistance. Further, user traditionality moderated the influence of perceived switching costs and benefits on user resistance. These findings have theoretical implications and we suggest practical ways in which managers can alleviate user resistance.
Multi-token Markov Game with Switching Costs
