IDEAS home Printed from
   My bibliography  Save this article

Understanding Post-Adoption Behavior in the Context of Online Services


  • Madhavan Parthasarathy

    (College of Business and Administration, University of Colorado at Denver, Denver, Colorado 80217-3364)

  • Anol Bhattacherjee

    (College of Business and Administration, University of Colorado at Denver, Denver, Colorado 80217-3364)


This paper examines post-adoption behavior (continued adoption versus discontinuance) within the context of online service use. Innovation diffusion theory is used as a theoretical framework to extend information technology adoption research to the case of post-adoption behavior. This theory is used to formulate 11 research hypotheses distinguishing discontinuers from continuing adopters and exploring reasons behind their discontinuance (replacement versus disenchantment). These hypotheses were then empirically tested using data collected from a field survey of online service users. Our results indicate that potential discontinuers can be discriminated from continued adopters based on their sources of influence (external and interpersonal), perceived service attributes (usefulness and compatibility), service utilization, and network externality (complementary product usage), during their time of initial adoption. We also found that later adopters are more likely to discontinue due to disenchantment than replacement, and are more influenced by interpersonal sources and utilize the service less during their adoption period than replacement discontinuers. Implications for research and practice are drawn.

Suggested Citation

  • Madhavan Parthasarathy & Anol Bhattacherjee, 1998. "Understanding Post-Adoption Behavior in the Context of Online Services," Information Systems Research, INFORMS, vol. 9(4), pages 362-379, December.
  • Handle: RePEc:inm:orisre:v:9:y:1998:i:4:p:362-379

    Download full text from publisher

    File URL:
    Download Restriction: no

    References listed on IDEAS

    1. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    2. Vijay Mahajan & Eitan Muller & Roger A. Kerin, 1984. "Introduction Strategy for New Products with Positive and Negative Word-of-Mouth," Management Science, INFORMS, vol. 30(12), pages 1389-1404, December.
    3. James C. Brancheau & James C. Wetherbe, 1990. "The Adoption of Spreadsheet Software: Testing Innovation Diffusion Theory in the Context of End-User Computing," Information Systems Research, INFORMS, vol. 1(2), pages 115-143, June.
    Full references (including those not matched with items on IDEAS)


    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.

    Cited by:

    1. repec:spr:infosf:v:12:y:2010:i:1:d:10.1007_s10796-009-9167-y is not listed on IDEAS
    2. repec:spr:grdene:v:12:y:2003:i:3:d:10.1023_a:1023314606762 is not listed on IDEAS
    3. repec:eee:joreco:v:18:y:2011:i:1:p:101-109 is not listed on IDEAS
    4. repec:eee:jbrese:v:79:y:2017:i:c:p:181-188 is not listed on IDEAS
    5. Netsanet Haile & Jörn Altmann, 2016. "Structural analysis of value creation in software service platforms," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 129-142, May.
    6. repec:spr:infosf:v:14:y:2012:i:2:d:10.1007_s10796-010-9253-1 is not listed on IDEAS
    7. repec:spr:infosf:v:12:y:2010:i:5:d:10.1007_s10796-009-9184-x is not listed on IDEAS
    8. repec:zbw:fubjbm:162846 is not listed on IDEAS
    9. repec:taf:titdxx:v:23:y:2017:i:2:p:296-317 is not listed on IDEAS
    10. Ronald T. Cenfetelli & Andrew Schwarz, 2011. "Identifying and Testing the Inhibitors of Technology Usage Intentions," Information Systems Research, INFORMS, vol. 22(4), pages 808-823, December.
    11. repec:taf:oabmxx:v:2:y:2015:i:1:p:1078428 is not listed on IDEAS
    12. Edgardo R. Bravo, 2015. "Determinantes del desempeño adaptativo en el contexto de sistemas de información," Working Papers 15-18, Centro de Investigación, Universidad del Pacífico.
    13. repec:spr:amsrev:v:7:y:2017:i:1:d:10.1007_s13162-017-0093-8 is not listed on IDEAS
    14. repec:eee:ijrema:v:26:y:2009:i:4:p:304-313 is not listed on IDEAS


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orisre:v:9:y:1998:i:4:p:362-379. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Mirko Janc). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.