1,536
Views
31
CrossRef citations to date
0
Altmetric
Original Articles

Winning Back Technology Disadopters: Testing a Technology Readoption Model in the Context of Mobile Internet Services

References

  • Alba, W.J.; Hutchinson, W.; and Lynch, J.G. Memory and decision making, In H.H. Kassarjian and T.S. Robertson (eds.), Handbook of Consumer Research. New York, NY: Prentice Hall, 1991, pp. 1–49.
  • Bang, Y.; Lee, D.; Han, K.; Hwang, M.; and Ahn, J. Channel capabilities, product characteristics, and the impacts of mobile channel introduction. Journal of Management Information Systems, 30, 2 (2013), 101–126.
  • Bhattacherjee, A. Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25, 3 (2001), 351–370.
  • Bhattacherjee, A., and Premkumar, G. Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test. MIS Quarterly, 28, 2 (2004), 229–254.
  • Bolton, R.N., and Lemon, K.N. A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction. Journal of Marketing Research, 36, 2 (1999), 171–186.
  • Boulding, W.; Kalra, A.; and Staelin, R. The quality double whammy. Marketing Science, 18, 4, (1999), 463–484.
  • Brown, S.A., and Venkatesh, V. Model of adoption of technology in households: A baseline model test and extension incorporating household life cycle. MIS Quarterly, 29, 3 (2005), 399–426.
  • Brown, S.A.; Dennis, A.R.; and Venkatesh, V. Predicting collaboration technology use: Integrating technology adoption and collaboration research. Journal of Management Information Systems, 27, 2 (2010), 9–53.
  • Chatterjee, S.; Sarker, S.; and Valacich, J.S. The behavioral roots of information systems security: Exploring key factors related to unethical IT use. Journal of Management Information Systems, 31, 4 (2015), 49–87.
  • Cheung, G.W., and Rensvold, R.B. Evaluating goodness of fit indexes for testing measurement invariance. Structural Equation Modeling, 9, 2 (2002), 233–255.
  • Chin, W.W. Issues and opinion on structural equation modeling. MIS Quarterly, 22, 1 (1998), 7–16.
  • Crowder, R.G. Principles of Learning and Memory. Hillsdale, NJ: Lawrence Erlbaum, 1976.
  • Darke, P.R., and Ritchie, R.J.B. The defensive consumer: Advertising deception, defensive processing, and distrust. Journal of Marketing Research, 44, 1 (2007), 114–127.
  • Darke, P.R.; Ashworth, L.; and Main, K.J. Great expectations and broken promises: Misleading claims, product failure, expectancy disconfirmation and consumer distrust. Journal of the Academy of Marketing Science, 38, 3 (2010), 347–362.
  • de Guinea, A.O.; Titah, R.; and Léger, P. Explicit and implicit antecedents of users’ behavioral beliefs in information systems: A neuropsychological investigation. Journal of Management Information Systems, 30, 4 (2014), 179–210.
  • Dodds, W.B.; Monroe, K.B.; and Grewal, D. Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28, 3 (1991), 307–319.
  • Fang, X.; Chan, S.; Brzezinski, J.; and Xu, S. Moderating effects of task type on wireless technology acceptance. Journal of Management Information Systems, 22, 3 (2006), 123–158.
  • Fornell, C., and Bookstein, F.L. Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research, 19, 4 (1982), 440–452.
  • Ganesh, J.; Arnold, M.J.; and Reynolds, K.E. Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing, 64, 3 (2000), 65–87.
  • Gatignon, H.; Tushman, M.L.; Smith, W.; and Anderson, P. A structural approach to assessing innovation: Construct development of innovation locus, type, and characteristics. Management Science, 48, 9 (2002), 1103–1122.
  • Gefen, D.; Rigdon, E.E.; and Straub, D. An update and extension to SEM guidelines for administrative and social science research. MIS Quarterly, 35, 2 (2011), iii–xiv.
  • Golder, P.N., and Tellis, G.J. Will it ever fly? Modeling the takeoff of really new consumer durables. Marketing Science, 16, 3 (1997), 256–270.
  • Griffin, J., and Lowenstein, M.W. Winning back a lost customer. Direct Marketing, 64, 3 (2001), 49–65.
  • Higgins, E.T.; Bargh, J.A.; and Lombardi, W. The nature of priming effects on categorization. Journal of Experimental Psychology: Learning, Memory, and Cognition, 11, 3 (1985), 59–69.
  • Higgins, E.T.; Rholes, W.S.; and Jones, C.R. Category accessibility and impression formation. Journal of Experimental Social Psychology, 13, 2 (1977), 141–154.
  • Hogan, J.E.; Lemon, K.N.; and Libai, B. What is the true value of a lost customer? Journal of Service Research, 5, 3 (2003), 196–207.
  • Hong, S.J., and Tam, K.Y. Understanding the adoption of multipurpose information appliances: The case of mobile data services. Information Systems Research, 17, 2 (2006), 162–179.
  • Hong, S.J.; Thong, J.Y.L.; and Tam, K.Y. Understanding continued information technology usage behavior: A comparison of three models in the context of mobile Internet. Decision Support Systems, 42, 3 (2006), 1819–1834.
  • Hong, S.J.; Thong, J.Y.L.; Moon, J.Y.; and Tam, K.Y. Understanding the behavior of mobile data services consumers. Information Systems Frontiers, 10, 4 (2008), 431–445.
  • Hong, W.; Thong, J.Y.L.; Chasalow, L.C.; and Dhillon, G. User acceptance of agile information systems: A model and empirical test. Journal of Management Information Systems, 28, 1 (2011), 235–272.
  • Hsieh, J.J.; Rai, A.; and Keil, M. Understanding digital inequality: Comparing continued use behavioral models of the socio-economically advantaged and disadvantaged. MIS Quarterly, 32, 1 (2008), 97–126.
  • Jiang, Z.H.; Wang, W.Q.; Tan, B.C.Y.; and Yu, J. The determinants and impacts of aesthetics in users’ first interaction with websites. Journal of Management Information Systems, 33, 1 (2016), 229–259.
  • Joreskog, K.G., and Sorbom, D. LISREL 8: Structural Equation Modeling with the Simplis Command Language. Chicago, IL: Scientific Software, 1993.
  • Keaveney, S.M. Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59, 2 (1995), 71–82.
  • Kelly, T. Internet Reports 2002: Internet for a Mobile Generation. Geneva, Switzerland: International Telecommunication Union (ITU), 2002.
  • Liang, H.; Saraf, N.; Hu, Q.; and Xue, Y. Assimilation of enterprise systems: The effect of institutional pressures and the mediating role of top management. MIS Quarterly, 31, 1 (2007), 59–87.
  • Libai, B.; Muller, E.; and Peres, R. The diffusion of services. Journal of Marketing Research, 46, 2 (2009), 163–175.
  • Liu, C.Z.; Au, Y.A.; and Choi, H.S. Effects of freemium strategy in the mobile app market: An empirical study of Google Play. Journal of Management Information Systems, 31, 3 (2014), 326–354.
  • Loken, B.; Barsalou, L.W.; and Joiner, C. Categorization theory and research in consumer psychology: Category representation and category-based inference. In C. Haugtvedt et al. (eds.), Handbook of Consumer Psychology. New York, NY: Psychology Press, 2008, pp. 133–164.
  • Lynch, J.G., Jr., and Srull, T. Memory and attentional factors in consumer choice: Concepts and research methods. Journal of Consumer Research, 9, 1 (1982), 18–37.
  • Magni, M.; Angst, C.M.; and Agarwal, R. Everybody needs somebody: The influence of team network structure on information technology use. Journal of Management Information Systems, 29, 3 (2012), 9–42.
  • Malhotra, N.K.; Kim, S.S.; and Patil, A. Common method variance in IS research: A comparison of alternative approaches and a reanalysis of past research. Management Science, 52, 12 (2006), 1865–1883.
  • Marketing Science Institute Research Priorities: A Guide to MSI Research Programs and Procedures. Cambridge, MA: Marketing Science Institute, 1994.
  • Maruping, L.M., and Magni, M. What’s the weather like? The effect of team learning climate, empowerment climate, and gender on individuals’ technology exploration and use. Journal of Management Information Systems, 29, 1 (2012), 79–114.
  • Moody, G.D., and Galletta, D.F. Lost in cyberspace: The impact of information scent and time constraints on stress, performance, and attitudes online. Journal of Management Information Systems, 32, 1 (2015), 192–224.
  • Moore, G.A. Crossing the Chasm: Marketing and Selling High-Tech Products to Mainstream Customers. New York, NY: Harper Business, 1999.
  • Moreau, C.P.; Lehmann, D.R.; and Markman, A.B. Entrenched knowledge structures and consumer response to new products. Journal of Marketing Research, 38, 1 (2001), 14–29.
  • Moreau, C.P.; Markman, A.B.; and Lehmann, D.R. “What is it?” Categorization flexibility and consumers’ responses to really new products. Journal of Consumer Research, 27, 4 (2001), 489–498.
  • Nedungadi, P. Recall and consumer consideration sets: Influencing choice without altering brand preference. Journal of Consumer Research, 17, 3 (1990), 263–276.
  • Nickerson, R.S. Confirmation bias: A ubiquitous phenomenon in many guises. Review of General Psychology, 2, 2 (1998), 175–220.
  • Olshavsky, R.W., and Spreng, R.A. An exploratory study of the innovation evaluation process. Journal of Product Innovation Management, 13, 6 (1996), 512–529.
  • Parthasarathy, M., and Bhattacherjee, A. Understanding post-adoption behavior in the context of online services. Information Systems Research, 9, 4 (1998), 362–379.
  • Podsakoff, P.M.; MacKenzie, S.B.; Lee, J.Y.; and Podsakoff, N.P. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 5 (2003), 879–903.
  • Roberts, N.; Campbell, D.E.; and Vijayasarathy, L.R. Using information systems to sense opportunities for innovation: Integrating postadoptive use behaviors with the dynamic managerial capability perspective. Journal of Management Information Systems, 33, 1 (2016), 45–69.
  • Rogers, E.M. Diffusion of Innovations. New York, NY: Free Press, 1995.
  • Sarker, S.; Valacich, J.S.; and Sarker, S. Technology adoption by groups: A valence perspective. Journal of the Association for Information Systems, 6, 2 (2005), 37–71.
  • Shih, C.F., and Venkatesh, A. Beyond adoption: Development and application of a use-diffusion model. Journal of Marketing, 68, 1 (2004), 59–72.
  • Sia, C.L.; Tan, B.C.Y.; and Wei, K.K. Group polarization and computer-mediated communication: Effects of communication cues, social presence, and anonymity. Information Systems Research, 13, 1 (2002), 70–90.
  • Sia, C.L.; Teo, H.H.; Tan, B.C.Y.; and Wei, K.K. Effects of environmental uncertainty on organizational intention to adopt distributed work arrangements. IEEE Transactions on Engineering Management, 51, 3 (2004), 253–267.
  • Stauss, B., and Friege, C. Regaining service customers: Costs and benefits of regain management. Journal of Service Research, 1, 4 (1999), 347–361.
  • Thomas, J.S.; Blattberg, R.C.; and Fox, E.J. Recapturing lost customers. Journal of Marketing Research, 41, 1 (2004), 31–45.
  • Thong, J.Y.L. An integrated model of information systems adoption in small businesses. Journal of Management Information Systems, 15, 4 (1999), 187–214.
  • Thong, J.Y.L.; Hong, S.J.; and Tam, K.Y. The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human-Computer Studies, 64, 9 (2006), 799–810.
  • Thong, J.Y.L.; Venkatesh, V.; Xu, X.; Hong, S.J.; and Tam, K.Y. Consumer acceptance of personal information and communication technology services. IEEE Transactions on Engineering Management, 58, 4 (2011), 613–625.
  • Tornatzky, L.G., and Klein, K.J. Innovation characteristics and innovation adoption-implementation: A meta-analysis of findings. IEEE Transactions on Engineering Management, 29, 1 (1982), 28–45.
  • Venkatesh, V. Where to go from here? Thoughts on future directions for research on individual-level technology adoption with a focus on decision making. Decision Sciences, 37, 4 (2006), 497–518.
  • Venkatesh, V., and Brown, S.A. A longitudinal investigation of personal computers in homes: Adoption determinants and emerging challenges. MIS Quarterly, 25, 1 (2001), 71–102.
  • Venkatesh, V., and Davis, F.D. A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46, 2 (2000), 186–204.
  • Venkatesh, V., and Goyal, S. Expectation disconfirmation and technology adoption: Polynomial modeling and response surface analysis. MIS Quarterly, 34, 2 (2010), 281–303.
  • Venkatesh, V., and Ramesh, V. Web and wireless site usability: Understanding differences and modeling use. MIS Quarterly, 30, 1 (2006), 181–206.
  • Venkatesh, V.; Bala, H.; and Sykes, T.A. Impacts of information and communication technology implementations on employees’ jobs in service organizations in India: A multi-method longitudinal field study. Production and Operations Management, 19, 5 (2010), 591–613.
  • Venkatesh, V.; Davis, F.D.; and Morris, M.G. Dead or alive? The development, trajectory and future of technology adoption research. Journal of the Association for Information Systems, 8, 4 (2007), 268–286.
  • Venkatesh, V.; Morris, M.G.; Davis, G.B.; and Davis, F.D. User acceptance of information technology: Toward a unified view. MIS Quarterly, 27, 3 (2003), 425–478.
  • Venkatesh, V.; Thong, J.Y.L.; and Xu, X., Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36, 1 (2012), 157–178.
  • Venkatesh, V.; Thong, J.Y.L.; and Xu, X. Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the Association for Information Systems, 17, 5 (2016), 328–376.
  • Venkatesh, V.; Thong, J.Y.L.; Chan, F.K.Y.; Hu, P.J.H.; and Brown, S.A. Extending the two-stage information systems continuance model: Incorporating UTAUT predictors and the role of context. Information Systems Journal, 21, 6 (2011), 527–555.
  • Vodaphone. A brief history of mobile data: The road to the next generation. http://blog.vodafone.co.uk/2013/01/21/a-brief-history-of-mobile-data/ (accessed on September 1, 2013).
  • Westland, C. Valuing Technology: The New Science of Wealth in the Knowledge Economy. Singapore: Wiley, 2002.
  • Wyer, R.S. The role of knowledge accessibility in cognition and behavior: Implications for consumer information processing. In C. Haugtvedt, P. Herr, and F.R. Kardes (eds.), Handbook of Consumer Psychology. Mahwah, NJ: Erlbaum, 2008, pp. 31–76.
  • Wyer, R.S., and Hartwick, J. The role of information retrieval and conditional inference processes in belief formation and change. In L. Berkowitz (ed.), Advances in Experimental Social Psychology. New York, NY: Academic Press, 1980, pp. 241–284.
  • Xu, X.; Thong, J.Y.L.; and Venkatesh, V. Effects of ICT service innovation and complementary strategies on brand equity and customer loyalty in a consumer technology market. Information Systems Research, 25, 4 (2014), 710–729.
  • Yen, H.R.; Hu, P.J.H.; Hsu, S.H.Y.; and Li, E.Y. A multilevel approach to examine employees’ loyal use of ERP systems in organizations. Journal of Management Information Systems, 32, 4 (2015), 144–178.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.