Looking forward: The role of hope in information system continuance

Abstract

Extant studies predict continuance intention primarily from a hindsight perspective, and most existing theories cannot adequately explain the puzzling phenomenon that users sometimes continue to use an information system despite low satisfaction. To address this gap, this paper argues that it is necessary to incorporate forward-looking considerations into information system continuance models, especially for rapidly evolving technologies such as mobile applications. Based on the appraisal theory of emotions, this study specifically focuses on the role of hope in the formation of continuance intention. Empirical results based on a questionnaire survey of mobile app users show that hope can exert significant influence on continuance intention as well as exploratory use, controlling for the effects of previous usage patterns. Moreover, the positive impact of hope on continuance intention is stronger when the degree of personal innovativeness in IT is low, and vice versa. Further, confirmation and involvement are identified as positive antecedents of hope with the former exhibiting a stronger influence. Theoretical and managerial implications of this study are discussed.