Conceptualising Mandatory System Usage Behaviours through the Paradox Lens

Using company-wide systems, also known as Enterprise Systems (ES), can be quite challenging due to their complexity and inherent contradictions. This research thesis uses the lens of paradox theory to deepen understanding of the difficulties associated with mandatory ES usage. Insights from 43 employees at an Australian Resort were gathered, and analysis uncovered a wide range of strategies they used to navigate these complex situations. The actions taken had varying effects on both the organisation and the individuals over time. The thesis also offers practical advice for managers tasked with ensuring the successful implementation of ES.