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

Item Type Conference or Workshop Item (Paper)
Abstract

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 post-discontinuance satisfaction.

Authors Lehrer, Christiane
Language English
Keywords Post-Adoption, IS Discontinuance, Word-of-Mouth, Location-Based Services
Subjects information management
Institute/School IWI - Institute of Information Management
HSG Classification contribution to scientific community
Refereed Yes
Date 28 May 2015
Publisher Association for Information Systems
Place of Publication AIS Electronic Library (AISeL)
Title of Book ECIS 2015 Completed Research Papers
Event Title 23rd European Conference on Information Systems (ECIS 2015)
Event Location Münster, Germany
Event Dates 26.-29.05.2015
ISBN 978-3-00-050284-2
Publisher DOI 10.18151/7217409
Official URL http://aisel.aisnet.org/ecis2015_cr/119/
Depositing User Prof. Dr. Christiane Lehrer
Date Deposited 01 Jun 2015 19:19
Last Modified 20 Apr 2017 10:55
URI: https://www.alexandria.unisg.ch/publications/241364

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Citation

Lehrer, Christiane: Examining Discontinuers' Word-of-Mouth Behaviour in the Context of Mobile Location-based Services. 2015. - 23rd European Conference on Information Systems (ECIS 2015). - Münster, Germany.

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https://www.alexandria.unisg.ch/id/eprint/241364
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