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

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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.
Original languageEnglish
Title of host publicationECIS 2015 Proceedings
EditorsJörg Becker, Jan vom Brocke, Marco De Marco
Number of pages21
Place of PublicationAtlanta, GA
PublisherAssociation for Information Systems. AIS Electronic Library (AISeL)
Publication date2015
Article number119
ISBN (Print)9783000502842
Publication statusPublished - 2015
Externally publishedYes
EventThe 23rd European Conference on Information Systems (ECIS) 2015 - Westfälische Wilhelms-Universität Münster, Münster, Germany
Duration: 26 May 201529 May 2015
Conference number: 23


ConferenceThe 23rd European Conference on Information Systems (ECIS) 2015
LocationWestfälische Wilhelms-Universität Münster
Internet address


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

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