A conceptual model integrating trust into planned change activities to enhance technology adoption behavior

Abstract

Trillions of dollars are annually spent on the development and implementation of information technology within the United States and around the world. On average, roughly 50% of such systems are considered failures or fall short of meeting the expectations set forth by management. The lost productivity and high costs associated with these shortcomings necessitate the identification of alternative frameworks for facilitating the successful acceptance and continued internalization of new technologies. Internalization is defined as the effective and continued use of a technology over time. As such, this paper introduces a conceptual model for examining the effect of trust and planned change initiatives on technology adoption behavior. We propose that technology trust and interpersonal trust, when coupled with planned change initiatives, lead to greater technology adoption and internalization. A series of propositions are introduced and examined between trust, planned change, technology adoption, and internalization. Implications and recommendations for future explorations and development are presented.