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What is R-Score (Resistance Score)

Encyclopedia of Information Science and Technology, Second Edition
A method of measuring user resistance where, at personal interviews with the key user of a given system, the user is asked to list system problems and then to rate the severity of each on a seven-point scale. The sum of severities of all the complaints measures his or her R-score ( Mullany, 1989 ).
Published in Chapter:
Relating Cognitive Problem-Solving Style to User Resistance
Michael J. Mullany (Northland Polytechnic, New Zealand)
DOI: 10.4018/978-1-60566-026-4.ch519
This chapter explores cognitive problem-solving style and its impact on user resistance, based on the premise that the greater the cognitive difference (cognitive gap) between users and developers, the greater the user resistance is likely to be. Mullany (1989, 2003) conducted an empirical study demonstrating this. This study contradicts the findings of Huber (1983) and supports Carey (1991) in her conclusion that cognitive style theory, as applied to IS, should not be abandoned. Mullany’s findings, in fact, are the opposite. Kirton (1999, 2004) supported Mullany’s results. In particular, Mullany made use of Kirton’s (2004) adaption–innovation theory. The emergent instrument, called the Kirton adaption–innovation inventory (KAI; Kirton, 1999, 2004), was used by Mullany as his measure of cognitive style. Mullany’s study also investigated the relationship between user resistance and user ages and lengths of service in the organisation. It failed to show any relationship between these factors and user resistance. This countermands the findings of Bruwer (1984) and dismisses any intimation that older or longer-serving employees are necessarily more resistant to change as myths.
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