Information systems continuance: the role of incentives and goal harmony

Abstract

This paper extends information systems continuance theory (ISCT) and integrates it with a managerial perspective. Our study integrates principal-agent theory (PAT) to capture the managerial influence on users' continued use of information technology. We argue that the two theories offer complementary explanations, ameliorate each other's shortcomings, and enhance our ability to explain and predict IS continuance. As predicted by PAT, the study finds support for the effects of goal harmony and incentives on users' continuance decisions. Additionally, goal harmony reduces the positive relationship between incentives and continuance. While the supported ISCT model shows an explained variance of 37%, the full model explains 51% of the variance of the dependent variable, indicating that the integrative model is more powerful in explaining user continuance than is ISCT in isolation. The study advances the theoretical understanding of continued use of IS from both a personal and a managerial perspective and offers proposals for organisational actions.