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Employee Responses to Technologically-Driven Change: The Implementation of Office Automation in a Service Organization

Robert C. Liden

School of Management, Georgia Institute of Technology, Atlanta, Georgia 30332.

Edward J. O'Connor

Graduate School of Business Administration, University of Colorado at Denver, Denver, Colorado 80204.

Dennis H. Nagao

School of Management, Georgia Institute of Technology, Atlanta, Georgia 30332.

The purpose of this research is to study employee responses to a new office automation system over an extended period of time. Following the conceptual framework proposed by O'Connor, Parsons, Liden, and Herold (1990), constructs of interest were categorized as individual differences, implementation outcomes. The research occurred in a life insurance trade association over an 18-month period. Three waves of questionnaires focused on different parts of the conceptual framework. Support was found for the direct relationships between inputs, facilitators (or resistors), and outcomes. The role of facilitators/resistors as intervening variables received mixed support. These results and others are discussed in the context of a conceptual model and future research suggestions are made.

Key Words: technology implementation • service organization • office automation • employee resistance

Human Relations, Vol. 44, No. 12, 1331-1356 (1991)
DOI: 10.1177/001872679104401206


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