Examining Discontinuers' Word-of-mouth Behaviour in the Context of Mobile Location-based Services

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

Abstrakt

Previous information systems (IS) research has paid little attention to the determinants of users’ discontinuance and the consequences of that behaviour. This study investigates the influence of different discontinuance reasons on post-discontinuance word-of-mouth (WOM) communication in the context of mobile location-based services (LBS). Based on existing literature, a theoretical framework is developed representing three general reasons for IS discontinuance: 1) decline in service quality, 2) change in user needs, and 3) attractive alternatives. Their effect on post-discontinuance satisfaction and WOM is empirically tested through a quantitative survey study with German LBS users. Results indicate that a decline in service quality significantly affects negative customer WOM about the service, while a superior alternative mobile service as the main discontinuance reason leads to postdiscontinuance dissatisfaction, which may in turn influence negative WOM behaviour. In contrast, discontinuance due to a change in user needs is associated with a slightly elevated level of postdiscontinuance satisfaction.
OriginalsprogEngelsk
TitelECIS 2015 Proceedings
RedaktørerJörg Becker, Jan vom Brocke, Marco De Marco
Antal sider21
UdgivelsesstedAtlanta, GA
ForlagAssociation for Information Systems. AIS Electronic Library (AISeL)
Publikationsdato2015
Artikelnummer119
ISBN (Trykt)9783000502842
DOI
StatusUdgivet - 2015
Udgivet eksterntJa
BegivenhedThe 23rd European Conference on Information Systems (ECIS) 2015 - Westfälische Wilhelms-Universität Münster, Münster, Tyskland
Varighed: 26 maj 201529 maj 2015
Konferencens nummer: 23
http://www.ecis2015.eu/

Konference

KonferenceThe 23rd European Conference on Information Systems (ECIS) 2015
Nummer23
LokationWestfälische Wilhelms-Universität Münster
LandTyskland
ByMünster
Periode26/05/201529/05/2015
Internetadresse

Emneord

  • Post-adoption
  • IS discontinuance
  • Word-of-mouth
  • Location-based services

Citationsformater