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

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.