Project Control and Emotions: Understanding the Dynamics of Controlee Resistance Behaviors

Abstract

The control of information systems (IS) projects is important for organizations seeking to realize the value-creating capabilities of information technology (IT). However, their achievement has proven complex and has triggered research on the unique challenges related to IS project control. The existing research focuses primarily on configuration of controls in terms of modes and amounts but generally overlooks the ongoing dynamics of control (i.e., the process view) and the socio-emotional aspects of control processes. We conducted longitudinal fieldwork to evaluate the dynamic interplay between control activities and emotions in the context of a large-scale, healthcare information systems (HIS) project. We found a relationship between control styles and controlee emotional appraisal, but no relationship between appraisal and choice of control modes. We found also that although individual instances of controlees appraising control measures negatively did not necessarily translate into resistance, in the case of a shift in control styles over time, these negative emotions were associated with resistance behaviors.

Keywords: emotions; control; qualitative research