Information Systems Continuance Research Articles

A two-stage approach for a reflective-formative hierarchical latent variable model for measuring customer loyalty: special case of Indian e-customers

This study employs an integrated model, combining information system (IS) continuance studies and marketing theories, to examine the post-adoption attitudinal and behavioural loyalty of an e-customer shopping from an online web-store. Our research employs partial least squares (PLS-SEM) regression analysis to test the model. Hedonic value and utilitarian value are proposed as first-order reflective indicators of second-order formative value construct. Gender is included as a moderator for testing the difference in effect for all the relationship paths in the model. Data collected from 403 online shopping customers present a sound support for the research model. The results show that value, trust, satisfaction and habit strongly augment customer's loyalty. The results also indicate that the outcome of satisfaction on habit is significantly stronger for females.

Information System Continuance Intention in the Context of Network Effects and Freemium Business Models: A Replication Study of Cloud Services in Germany

Information System Continuance Intention in the Context of Network Effects and Freemium Business Models: A Replication Study of Cloud Services in Germany

Watch It! Factors Driving Continued Feature Use of the Smartwatch

ABSTRACTAlthough the recognition of the pervasive nature of technologies has prompted research, few studies have addressed the specific characteristics that enhance the confirmation, satisfaction, and continued use of the smartwatch. The objective of this research is to seek a deeper understanding of how smartwatch-specific characteristics affect user perceptions and continued usage. Hence, the authors examined the effects of its close proximity, the haptics feedback, and the nature of convenience it avails the user. The authors developed a research model based on the integration of the information systems (IS) continuance model (behavioral beliefs) and the IS success model (object-based beliefs), and conducted a survey of current smartwatch owners. The authors found that haptics feedback, proximity, and convenience characteristics affect the confirmation of expectations of the smartwatch, and indirectly affect satisfaction. In turn, higher levels of satisfaction result in continued feature use of the smartwatch. Additional analyses revealed that there is a difference between the communications and fitness feature uses of the smartwatch. That is, there are two distinct uses of the smartwatch. The authors offer theoretical and practical contributions.

The Role of Augmented Reality for Experience-Influenced Environments: The Case of Cultural Heritage Tourism in Korea

In cultural heritage sites around the globe, augmented reality (AR) is being utilized as a tool to provide visitors with better experiences while preserving the integrity of the sites. However, little research has examined the impact of AR on customers’ attitudes and behavioral intentions toward the sites. By integrating the post-acceptance model of information systems (IS) continuance, balance theory, and the theory of reasoned action (TRA), we investigate the causal mechanism underlying consumers’ beliefs about AR (perceived advantage, aesthetic experience, and perceived enjoyment) and AR satisfaction in conjunction with the attitudes and behavioral intentions toward the destination. The results show that the perceived advantage and aesthetics of AR influence AR satisfaction. In turn, AR satisfaction affects behavioral intentions toward the heritage destination, indirectly via the attitude toward the destination through AR. Based on these findings, we present theoretical and practical implications as well as suggestions for future research.

Information system continuance usage: moderating role of habit

This study helps in the understanding of Indian customers' evaluation of loyalty and its antecedents. Extending the information system (IS) continuous usage theory, an empirical study has been carried out on the determinants affecting loyalty of the Indian customers using self-service technology (web-store) for online shopping. In this study, habit is proposed of having a negative moderating outcome effect and a positive moderating outcome effect on trust and loyalty and on satisfaction and loyalty respectively. This study also investigates the threshold characteristic of satisfaction and trust with the introduction of habit. Data collected from 245 customers strongly substantiates the research model. The empirical results demonstrate that trust, satisfaction and habit have positive impact on loyalty. The study also finds that a customer's past habitual experiences reduce the effects of trust on loyalty and satisfaction on loyalty. The details of the study, analysis and results are described in this paper.

Information system continuance usage: moderating role of habit

This study helps in the understanding of Indian customers' evaluation of loyalty and its antecedents. Extending the information system (IS) continuous usage theory, an empirical study has been carried out on the determinants affecting loyalty of the Indian customers using self-service technology (web-store) for online shopping. In this study, habit is proposed of having a negative moderating outcome effect and a positive moderating outcome effect on trust and loyalty and on satisfaction and loyalty respectively. This study also investigates the threshold characteristic of satisfaction and trust with the introduction of habit. Data collected from 245 customers strongly substantiates the research model. The empirical results demonstrate that trust, satisfaction and habit have positive impact on loyalty. The study also finds that a customer's past habitual experiences reduce the effects of trust on loyalty and satisfaction on loyalty. The details of the study, analysis and results are described in this paper.

Enterprise 2.0 post-adoption: Extending the information system continuance model based on the technology-Organization-environment framework

This paper extends the IS continuance model to improve our understanding of the determinants of E2.0 post-adoption. Our proposed research model incorporates four constructs into the IS continuance model: firm size, firm scope, subjective norms and competitive pressure from the perspective of organizational and environmental context based on the TOE framework. Results from a survey of customers of Mingdao, a leading Enterprise 2.0 platform in China, support our model. The research findings show that organizational and environmental context factors, including subjective norms and competitive pressure, significantly influence enterprises' intentions to renew their E2.0 service in addition to technology perceptions. Perceived usefulness and satisfaction are no longer the strongest predicators of continuance usage in the context of enterprise systems. The theoretical and managerial implications of these results are discussed.

Mobile Work Continuance of Knowledge Workers: An Empirical Study

ABSTRACTMobile work has been found to offer the benefits of flexibility and empowerment to employees as well as improved savings, productivity, and employee retention to organizations. Nevertheless, challenges and risks associated with mobile work can erode acceptance and continuance of mobile work. Drawing upon the theoretical work on information system (IS) continuance and using data collected from 238 knowledge mobile workers, this study develops and validates a model of mobile work continuance. Our findings suggest: (1) the expectation-confirmation framework provides strong theoretical support for explaining mobile work continuance, and (2) outcome construct and experiential constructs affect knowledge workers’ mobile work continuance intention.

Untangling the complex role of guilt in rational decisions to discontinue the use of a hedonic Information System

The discontinuance of the use of hedonic information systems (IS) has become somewhat prevalent. Nevertheless, little is known about why some individuals might decide to discontinue using a technology which they often use frequently and the use of which is typically intrinsically rewarding. Prior research has alluded to the ideas that (1) IS discontinuance merits its own theorizing, possibly separate from continuance and that (2) guilt feelings is a unique driver of IS discontinuance decisions. However, the literature still lacks cohesive models that explain discontinuance and especially the complex processes through which guilt influences such decisions, and perhaps that further illuminate differences between the processes underlying IS discontinuance and continuance. This study bridges these gaps and proposes and examines a model that explicates the complex effects of guilt and theory of planned behavior (TPB) predictors on the discontinuance of an instance of mostly hedonic IS, namely Social Networking Sites (SNS). In order to develop this model it is proposed that guilt, which is a self-reflective moral emotion that can influence cognition, is associated with attitudinal, normative, and control perceptions regarding the discontinuance act in a complex network of partial-mediation and moderation effects. The proposed model was tested and largely validated with structural equation modeling applied to data collected from 487 SNS users. It also pointed to possible unique features of the TPB as applied to IS discontinuance. Applicability checks further illuminated sources of guilt in this context. Decomposing the guilt effects on discontinuance and integrating them with the TPB is important since it not only extends theory both in IS and social sciences and hints at differences in planned behavior processes between IS continuance and discontinuance, but also because the findings point to mechanisms which can be used for attenuating guilt and planned behavior effects on IS discontinuance. Overall, this study validates a rationale-based theory of IS discontinuance, and can serve as a platform for further studying this notable, yet under-examined corrective behavior.

An empirical analysis of factors influencing continuance intention of mobile instant messaging in China

The purpose of this research is to investigate factors affecting users’ continuance intention in the context of mobile instant messaging (IM). Drawing upon the social cognitive perspective, the study builds a theoretical model to illustrate the relationships between perceived user base, habit, resistance to change and continuance intention. An empirical study is conducted to test the research model by surveying Chinese mobile IM users. The results show that habit and resistance to change both play important roles in intention to continue use of mobile IM. More specifically, resistance to change is found to have the largest effect on continuance intention. The results also show that habit directly and indirectly affects continuance intention through resistance to change. In addition, perceived user base has a significant effect on continuance intention. Extant information system (IS) continuance research has mainly focused on contexts other than mobile IM. Furthermore, prior IM-related studies have tended to focus more on investigation of factors affecting IM usage behavior and have paid less attention to user continuance of mobile IM services. This current study attempts to address this research gap. Specifically, the study proposes a model that integrates factors such as resistance to change, habit, perceived user base, and continuance intention in the context of mobile IM services. In addition, the study empirically demonstrates the effects of resistance to change and habit on continuance intention, as well as the influence of habit on resistance to change.

Information system end-user satisfaction and continuance intention: A unified modeling approach

ContextPermanent evaluation of end-user satisfaction and continuance intention is a critical issue at each phase of a clinical information system (CIS) project, but most validation studies are concerned with the pre- or early post-adoption phases. ObjectiveThe purpose of this study was twofold: to validate at the Pompidou University Hospital (HEGP) an information technology late post-adoption model built from four validated models and to propose a unified metamodel of evaluation that could be adapted to each context or deployment phase of a CIS project. MethodsFive dimensions, i.e., CIS quality (CISQ), perceived usefulness (PU), confirmation of expectations (CE), user satisfaction (SAT), and continuance intention (CI) were selected to constitute the CI evaluation model. The validity of the model was tested using the combined answers to four surveys performed between 2011 and 2015, i.e., more than ten years after the opening of HEGP in July 2000. Structural equation modeling was used to test the eight model-associated hypotheses. ResultsThe multi-professional study group of 571 responders consisted of 158 doctors, 282 nurses, and 131 secretaries. The evaluation model accounted for 84% of variance of satisfaction and 53% of CI variance for the period 2011–2015 and for 92% and 69% for the period 2014–2015. In very late post adoption, CISQ appears to be the major determinant of satisfaction and CI. Combining the results obtained at various phases of CIS deployment, a Unified Model of Information System Continuance (UMISC) is proposed. ConclusionIn a meaningful CIS use situation at HEGP, this study confirms the importance of CISQ in explaining satisfaction and CI. The proposed UMISC model that can be adapted to each phase of CIS deployment could facilitate the necessary efforts of permanent CIS acceptance and continuance evaluation.

Factors affecting consumer stickiness to continue using mobile applications

According to a recent survey, more than half of all such apps are rarely been downloaded. This study thus examines consumer stickiness to continue to use mobile apps, using the post-acceptance model of information system continuance and technology acceptance model. With regard to the factors that may influence app usage, both intrinsic factors perceived playfulness and compatibility and extrinsic ones subjective norm are also examined. A total of 390 valid questionnaires were analysed. The results indicated that 'satisfaction' was the major cause of continuance intention, and that this was positively influenced by perceived usefulness PU and perceived ease of use PEOU. Moreover, continued usage intention was positively affected by subjective norms, compatibility, perceived playfulness, PU, and PEOU. This study concludes that consumers favour mobile apps with useful functions and easy to use designs, and also make some suggestions for the future direction of mobile app development.

Quitting the use of a habituated hedonic information system: a theoretical model and empirical examination of Facebook users

Much research has been devoted to the early adoption and the continued and habituated use of information systems (IS). Nevertheless, less is known about quitting the use of IS by individuals, especially in habituated hedonic settings, that is, IS discontinuance. This study focuses on this phenomenon, and argues that in hedonic IS use contexts (1) IS continuance and discontinuance can be considered simultaneously yet independently by current users, and that (2) IS continuance and discontinuance drivers can have differential effects on the respective behavioral intentions. Specifically, social cognitive theory is used to point to key unique drivers of website discontinuance intentions: guilt feelings regarding the use of the website and website-specific discontinuance self-efficacy, which counterbalance the effects of continuance drivers: habit and satisfaction. The distinctiveness of continuance and discontinuance intentions and their respective nomological networks, as well as the proposed research model, were then empirically validated in a study of 510 Facebook users. The findings indicate that satisfaction reduces discontinuance intentions directly and indirectly through habit formation. However, habit can also facilitate the development of ‘addiction’ to the use of the website, which produces guilt feelings and reduces one’s self-efficacy to quit using the website. These factors, in turn, drive discontinuance intentions and possibly the quitting of the use of the website.

Proposing the Multimotive Information Systems Continuance Model (MISC) to Better Explain End-User System Evaluations and Continuance Intentions

Information system designers must consider the influence of users’ intrinsic motivations, in addition to commonly studied extrinsic motivations, to ensure that users will want to continue using the system. In an attempt to acknowledge this need, several studies have extended models of extrinsic motivation to include intrinsic variables. However, these studies largely downplay the role of users’ intrinsic motivations in predicting system use and how this role differs from the role of extrinsic motivation. The role of met or unmet expectations, as a result of system use, is often left out of extant models, and their function as co-creators in user evaluations has not been sufficiently explained. This area remains understudied even though expectations are a firmly established consequence of motivations and an antecedent of interaction evaluations. This paper addresses these gaps by developing and testing a comprehensive model — the Multi-motive Information Systems Continuance Model (MISC) — that (a) explains more accurately and thoroughly the roles of intrinsic and extrinsic motivations, (b) explains how the fulfillment of intrinsic and extrinsic motivations affects system use outcome variables differently through met expectations, and (c) accounts for the effects of key design constructs.

The effects of generational differences on use continuance of Twitter: an investigation of digital natives and digital immigrants

This study links generational literature and information systems (IS) research by investigating the effect of generational differences on the usage of Twitter. Using theories of technology acceptance and IS continuance, we propose a research model to explore whether digital natives (DN) and digital immigrants (DI) perceive technology differently, and whether any such differences affect Twitter use-continuance behaviour. Structural equation modelling analysis of survey data from 385 users reveals that DN and DI perceive Twitter differently, providing partial support for the propositions of the model. The findings emphasise the role of generation in explaining users' continuance behaviour, with DN experiencing more social pressure to use Twitter, and finding it easier to use – but less useful – than do DI. This study has important implications for research in that it contributes to the debate on generational differences and to the IS continuance literature.

Why do people use social computing? An experiential perspective

Purpose– The purpose of this paper is to develop a conceptual framework to describe the continual usage of social computing systems from an experiential perspective.Design/methodology/approach– A conceptual framework is developed using theories formulated from a variety of disciplines including information system (IS) continuance, relationship formation, human-computer interaction, and motivation theory.Findings– The conceptual framework encompasses the relationship and experiential perspective of user-computer interactions. The framework also identifies factors that contribute to the continual usage of social computing by users and how these factors are related with system features.Research limitations/implications– This study does not include an empirical analysis to validate the conceptual framework proposed in this study. Future research is encouraged to examine the ten propositions from the proposed conceptual framework.Practical implications– The conceptual framework takes a different approach which is well suited for examining the continual usage of social computing applications (SCAs).Originality/value– Previous research investigating factors that contribute to the continual usage of social computing often examined using static and utilitarian-based models. The conceptual framework in this study provides a different perspective for explaining why people use SCAs.

Usability, expectation, confirmation, and continuance intentions to use electronic textbooks

A trend in education is the use of electronic textbooks (e-textbook, [Stone, R. W., and L. Baker-Eveleth. 2013. “Students’ Expectation, Confirmation, and Continuance Intention to Use Electronic Textbooks.” Computers in Human Behavior 29 (3): 984–990.]). A variety of research has examined the motivations for e-textbook adoption as well as continuance intentions of e-textbooks after an initial adoption. This research extends the continuance intentions literature using the expectation–confirmation model ([Bhattacherjee, A. 2001. “Understanding Information Systems Continuance: An Expectation–Confirmation Model.” MIS Quarterly 25 (3): 351–370.]) and including the constructs of e-textbook usability and its dimensions. The data were responses to an online questionnaire by students at a medium-sized (USA) university. A total of 1434 responses were received for a 12.52% response rate. These responses were partitioned to include only complete responses from students who had previously used an e-textbook. This produced a sample of 639 questionnaire responses for empirical analysis. The analysis was performed using structural equation modelling (i.e. Procedure Calis in PC SAS version 9.2). The results showed that students' continuance intentions of e-textbooks are driven by students' satisfaction with e-textbooks and perceived usefulness. Additionally, students' expectation–confirmation and e-textbook usability positively influence both students' satisfaction and perceived usefulness and hence the intentions for continued e-textbook adoptions. Finally, the usability dimensions of efficiency and effectiveness significantly influence e-textbook usability.

General Trends of the Studies about the Sustainability of the Technology Usage in Education: A Thematic Content Analysis Study

The aim of this study is to determine general tendencies through bringing a cumulative perspective to research on sustainability of technology usage in terms of education. In this respect, certain articles were reviewed in SSCI and CPCI-SSH citation indexes located at the ISI Web of Knowledge database. A total of 87 full-text articles were filtered according to the purpose of the study and they were analyzed through meta-synthesis (thematic content analysis) according to the types of theories or models they based on, names of the journals they were published in, along with their years of publication, number of citations, research groups, examined technology and learning environment, data analysis technique, structures with significant or insignificant effects and dependent variables to be explained. Research findings display that the most frequently used model is the Information Systems Continuance Model. While a significant increase is observed in the number of publications in recent years, the three variables with the most frequently researched effects on dependent variables are found to be satisfaction, perceived usefulness and perceived ease of use. In research studies where continuance intention was focused for prediction, variety of independent variables due to rich theoretical basis has been of interest. In the light of the data obtained, certain suggestions have been developed. Conclusions of this research are believed to have theoretical contributions to the literature by displaying the current situation.

How to stimulate the continued use of ICT in higher education: Integrating Information Systems Continuance Theory and agency theory

This study examines the motivations underlying teachers’ intention to continue using information and communication technology (ICT) in higher education. In an extended model based on Information Systems Continuance Theory (ISCT) and agency theory (PAT), teachers’ continuance intention is theorized as a function of their perceived usefulness of ICT and confidence in the effect of incentive structures. The research model was analyzed using structural equation modeling (SEM) with LISREL, and seven out of eight hypotheses were supported. By combining the two theories, the paper fills a gap in the literature by addressing both personal and managerial perspectives. Thus, the study contributes to Information Systems continuance research by theorizing and validating an extended model that integrates two complementary perspectives and by explaining the interrelationships between these perspectives. Finally, the theoretical and practical implications are presented and discussed, and suggestions for future research are provided.

Interplay of cognition and emotion in IS usage

Purpose – The purpose of this paper is to demonstrate the effects of emotion as outcomes of cognition, in turn influencing levels of information system (IS) usage at work. In doing so, the author presents set of propositions illustrating an integrated model by adapting both cognitive and affects aspects to explain continuance of IS usage. Design/methodology/approach – This conceptual paper explains the importance of cognitive judgement to IS usage via emotional lenses. Based on literature covering the concepts of technology adaptation theory, emotions, as well as the theoretical foundations in cognitive appraisal, the author has examined the relationship between cognition and IS usage with mediating emotion. Findings – Propositions based on literature review of cognition and emotions in IS research are presented for further empirical study. The author argues that by connecting cognitive judgement and emotional reactions on IS, both ease of use and usefulness should be considered in designing IS as to how these may generate positive or negative emotions. Research limitations/implications – As the success of IS depends on the users’ continued use of the system, an integrated model adapting both cognitive and affects aspects will be better equipped to explain continuance of IS usage. Practical implications – Good IS design could influence not only the effectiveness of IS but also the emotional well-being of employees. Originality/value – This is one of the first studies to consider together the impact of the cognitive and affective processes leading to IS continuance in one model. This is one of the first studies in which one single model is used to consider together the impact of the cognitive and affective processes leading to IS continuance. Thus, the author contributes to IS continuance literature as well as employees’ well-being literatures given how IS is embedded in today’s working organization. The author also believes the model will stimulate more comprehensive understanding of IS continuance as IS users are considered as human beings with both cognition and emotions.