This study examines the organisational and emotional impacts of different user responses exhibited to navigate tension-filled situations encountered during mandatory system usage. Adopting a multiple-case study approach, we interviewed 43 employees of a large resort organisation in Australia about their experiences in using Enterprise Systems. Using the paradox lens, the empirical findings are presented in a typology which categorizes user responses into five groups: Engaged, Dutiful, Reluctant, Disengaged and Ambidextrous. Specifically, we highlight how active strategies do not always engender beneficial gains and defensive actions do not necessarily manifest counterproductive ends. Our empirical findings further provide a more nuanced understanding of the diverse impacts of tensions management. Overall, our study contributes to the paradox and Information Systems (IS) literature by drawing attention to the paradoxical tensions within a contemporary context involving the mandatory usage of organisational systems.
