Overcoming Resistance to Change for Sustainable ICT Integration in Logistics: From Case Studies to Best Practices
研究了法国勒阿弗尔一家大型物流企业整合信息通信技术时遇到的变革阻力，发现沟通不足、培训不够和人员流动是主要障碍，而用户满意度和感知价值对成功采纳至关重要。
In the supply chains' context, the integration of Information and Communication Technology (ICT) has the potential to significantly enhance operational performance. However, resistance to change remains a major barrier to successful ICT implementation. This study investigates how resistance manifests and affects the adoption process of an ICT solution within a large logistics organisation in Le Havre, France. A mixed-methods approach combining participant observation, semi-structured interviews and survey analysis is employed to identify behavioural, organisational and procedural obstacles. Findings reveal that inadequate communication, insufficient training and workforce turnover may critically undermine ICT project success. Moreover, a complementary and exploratory statistical analysis based on Partial Least Squares and robustness checks suggests that satisfaction, perceived added value and software familiarisation are the most influential factors affecting adoption success, while ease of use and comfort appear to be not significant. These findings indicate the importance of user engagement and expectations in the performance of ICT tools and provide insights for managing resistance and aligning technology initiatives with organisational capabilities.