Cognitive, Affective and Behavioural Responses to an ERP Implementation: A Dual Perspective of Technology Acceptance and Organisational Change

Past studies have drawn on the technology acceptance literature in an attempt to predict users’ behavioural intentions to use a new ERP system. However, few researchers have considered the connections between technology acceptance and organisational change research; and very little ERP research has focused on explanations of user readiness, openness to change and resistance intentions from an organizational change perspective. This paper proposes a model that integrates the perspectives of the organisational change and technology acceptance literatures to define the cognitive, affective, individual and workplace related factors that underpin various behavioural intentions of users during an ERP implementation. The effects of the change management process on cognitions, affects and behavioural intentions are also explored. The context for the study is a South African university undergoing an ERP re-implementation.