Options
Exploring Subscription Renewal Intention of Operational Cloud Enterprise Systems - A Stakeholder Perspective
ISBN
978-0-615-55907-0
Type
conference paper
Date Issued
2013-08-16
Author(s)
Research Team
CDQ, IWI2
Abstract
Retaining customers is a relevant topic throughout all service industries. However, only limited attention has been directed towards studying the antecedents of subscription renewal in the context of operational cloud enterprise systems. Cloud services have historically been offered as subscription-based services with the (theoretical) possibility of seamless service cancellation, in contrast to classical IT-Outsourcing contracts or license-based software installations of on-premise enterprise systems. In this work, we investigate the central concept of subscription renewal by focusing on different facets of IS success and their relevance for distinct employee cohorts. Analyzing inter-cohort differences has strong practical implications, as it helps IT vendors to focus on specific IT-related factors when trying to retain customers. Therefore an empirical study was undertaken. The hypotheses were developed on an individual level and tested using survey responses of IT decision makers within companies which adopted cloud enterprise systems. Gathered data was then analyzed using PLS. The results show that subscription renewal intention of the strategic cohort is mainly based on perceived system quality, whereas information quality explains most of the variance of subscription renewal in the management cohort. Beneath the cloud enterprise systems specific contributions, the work adds to the theoretical body of research related to IS success and IS continuation, as well as stakeholder perspectives.
Project(s)
Language
English
Keywords
Standardisierung
Systemarchitektur
HSG Classification
not classified
Refereed
Yes
Book title
Proceedings of the 19th Americas Conference on Information Systems (AMCIS 2013)
Publisher
Association for Information Systems
Publisher place
AIS Electronic Library (AISeL)
Event Title
19th Americas Conference on Information Systems (AMCIS 2013)
Event Location
Chicago, IL
Event Date
15.-17.08.2013
Subject(s)
Division(s)
Eprints ID
225047