To stay competitive, many organizations regularly upgrade their computer technology. This was the case for Courier Cats, a small but profitable courier firm. To improve the delivery and tracking of parcels, the company decided to invest in new software. It was expected that the new software would not only allow the company to expand its business but also improve the quality of service. Because the new software was much more complex and sophisticated than what the company had been using, employees had to attend a one-day training program to learn how to use the new system. However, six months after the system was implemented, many employees were still using the old system. Some employees refused to use the new software, while others did not think they would ever be able to learn how to use it.

1. Why do you think that the employees did not use the new software?

2. Can personality explain why some employees refused to use the new software? What personality characteristics are most relevant for explaining why some employees refused to use the new software while others had no trouble learning and using it?

3. What are some of the implications that stem from operant learning theory and social cognitive theory for increasing the probability that the employees will use the new software? What do you recommend for improving the use of the new software?