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Understanding Post-Adoption Behavior in the Context of Online Services

Author

Listed:
  • 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)

Abstract

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
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    File URL: http://dx.doi.org/10.1287/isre.9.4.362
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    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:oabmxx:v:2:y:2015:i:1:p:1078428 is not listed on IDEAS
    10. 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.
    11. repec:spr:amsrev:v:7:y:2017:i:1:d:10.1007_s13162-017-0093-8 is not listed on IDEAS
    12. repec:eee:ijrema:v:26:y:2009:i:4:p:304-313 is not listed on IDEAS

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