I hope and I continue

Purpose Continued usage of information systems (ISs) is highly critical to a firm’s sustained success. The expectancy-disconfirmation framework has been effective in explaining continuance. However, our own experiences suggest that we may continue using an IS despite low satisfaction. One of the rea...

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Bibliographic Details
Published in:Industrial management + data systems Vol. 118; no. 4; pp. 728 - 744
Main Author: Ding, Yi
Format: Journal Article
Language:English
Published: Wembley Emerald Publishing Limited 14.05.2018
Emerald Group Publishing Limited
Subjects:
Anxiety
Applications programs
Appraisals
Brand loyalty
Consumer behavior
Consumers
Customer services
Decision making
Electronic commerce
Emotions
Information systems
Least squares method
Literature reviews
Mobile commerce
Mobile computing
Retention
Software
Theory
Disconfirmation
Appraisal theory
Hope
IS continuance
Past usage behaviour
ISSN:0263-5577, 1758-5783
Online Access:Get full text
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Summary:Purpose Continued usage of information systems (ISs) is highly critical to a firm’s sustained success. The expectancy-disconfirmation framework has been effective in explaining continuance. However, our own experiences suggest that we may continue using an IS despite low satisfaction. One of the reasons is that the prediction of future user intent in existing models is predominantly retrospective. The purpose of this paper is to address this gap by incorporating forward-looking considerations into the expectancy-disconfirmation model. Design/methodology/approach A questionnaire survey was conducted for two types of mobile applications: photo-sharing and note-taking, and 593 valid responses were collected. The partial least squares method was employed for structural model analysis for each type of applications. Findings The well-entrenched expectancy-disconfirmation model was empirically verified. This study further shows that the influence of satisfaction on continuance intention is higher when hope for the future of a mobile application is stronger, and vice versa, after controlling for the impact of past usage behaviour. In addition, hope is found to be induced by appraisals of perceived usefulness and importance of a mobile application. Originality/value This study demonstrates that the expectancy-disconfirmation model can be enhanced with considerations of future outcomes. It shows that emotions such as hope are inherent to continuance decisions. Moreover, it goes beyond the valence dimension of emotions and identified specific antecedents of hope based on the appraisal theory.
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ISSN:0263-5577
1758-5783
DOI:10.1108/IMDS-06-2017-0261