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Handle mergers and acquisitions with care: the fragility of trust between the IT-service provider and end-users

  • Empirical Research
  • Published:
European Journal of Information Systems

Abstract

Information technology (IT) implementation continues to be a challenging process for many organizations. The challenge is heightened when systems are changed due to mergers and acquisitions (M&A). The recent focus on IT-service management highlights the importance of having positive relationships between IT-service providers and end-users. In an M&A situation, there is often little history, and thus limited basis for trust in the IT organization, yet systems often need to be changed in these situations. The current study examines the IT-service provider’s relationship with the end-user to ascertain the factors that influence that relationship and ultimately influence end-user attitudes toward the new system. We study a mandated implementation following an acquisition in the banking industry. The results highlight the important and fragile nature of trust in the IT-service provider. In addition, the results demonstrate that there are significant differences in what matters at what time during the implementation process.

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Authors and Affiliations

  1. Eller College of Management, University of Arizona, Tucson, United States

    Susan A Brown

  2. Kelley School of Business, Indiana University, Bloomington, United States

    Anne P Massey

  3. University of Nebraska, Omaha, United States

    Kerry W Ward

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  1. Susan A Brown
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  2. Anne P Massey
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  3. Kerry W Ward
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Correspondence to Susan A Brown.

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Table A1

Table A1 U.S. Federal Deposit Insurance Corporation (FDIC) Banking profile – historical statistics (FDIC, 2015)
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Brown, S., Massey, A. & Ward, K. Handle mergers and acquisitions with care: the fragility of trust between the IT-service provider and end-users. Eur J Inf Syst 25, 170–186 (2016). https://doi.org/10.1057/ejis.2015.10

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