Managing IS Adoption Challenges in Emerging Technologies : A Longitudinal Case Study of Financial Management Services Automation in a Medium-Sized Enterprise

Abstract

Adapting to innovations of the Fourth Industrial Revolution (4IR) has proven to be a challenge for many organizations. This longitudinal and in-depth case study, focusing on the adoption and technology continuation of Robotic Process Automation, encompasses 25 interviews and complementary data collected between 2021 and 2023 in a medium-sized public company. The study’s findings underscore that the adoption of technology and its acceptance would greatly benefit from an increased understanding of the diverse challenges that emerge during long-term technological integration, rather than merely relying on initial adoption decisions. Of particular significance is the evolving role and nature of resistance to change over time, as well as the hesitancy in making decisions – both of which have notable implications for the rate of automation adoption. To mitigate resistance toward disruptive innovations, proactive management should, during the early stages, elucidate the reasons for apprehension, communicate the advantages gained by employees, and invest in relatively straightforward implementations that build knowledge and engender trust within the organization. The advent of 4IR innovations necessitates prompt and adaptable resource planning. It is improbable that organizations will achieve success in their adoption journey if they solely rely on outsourced technical competence.