Not Just Another Type of Resistance - towards a Deeper Understanding of Supportive non-Use

Research on information system (IS) adoption and resistance has accumulated substantial theoretical and managerial knowledge. Surprisingly, the paradox that end users support and at the same time resist use of an IS has received relatively little attention. The investigation of this puzzle, however, is important to complement our understanding of resistant behaviours and consequently to strengthen the explanatory power of extant theoretical constructs on IS resistance. We investigate an IS project within the healthcare sector in the UK in which end-users, who were heavily involved during the design, implementation and roll out, expressed their support for the system, while simultaneously showing resistance. To examine this behaviour in detail, we applied Q methodology. As a result, we identified three different groups: (1) The convinced connector, waiting for collaborators. (2) The savvy explorer, sceptical about the tools’ benefits. (3) The ambivalent follower, overwhelmed by complexity. While the behaviour is similar across all three groups, the reasons for not using the system differ significantly. Based on these groups, as our main contribution, we explain the paradox of supportive nonuse. We further add a fine grained understanding of supportive non-use to the existing types of IS resistance.