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Influences of IT substitutes and user experience on post‐adoption user switching: An empirical investigation

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  • Chen Ye
  • DongBack Seo
  • Kevin C. Desouza
  • Sridhar Papagari Sangareddy
  • Sanjeev Jha

Abstract

This study examines factors that influence individual users' post‐adoption switching behavior between information technology products that are near perfect substitutes. The introduction and popularity of Mozilla Firefox Web browser provided an ideal empirical setting for this study. Drawing upon literature on post‐adoption user behavior, consumer behavior, and online user research, we propose a research model and validate it using cross‐sectional field data collected from 306 users on their decision to switch from Microsoft Internet Explorer (IE) to Mozilla Firefox. Findings suggest that user satisfaction and breadth of use of the incumbent product are negatively associated with switching behavior. Perceived ease of use, relative advantage, and perceived security of the substitute product are positively associated with switching behavior. In addition, the effects of perceived ease of use and relative advantage are not moderated by user experience. This study contributes to both research and practice by advancing our understanding of information technology (IT) users' post‐adoption behavior in general and their switching behavior on Web‐related IT products specifically.

Suggested Citation

  • Chen Ye & DongBack Seo & Kevin C. Desouza & Sridhar Papagari Sangareddy & Sanjeev Jha, 2008. "Influences of IT substitutes and user experience on post‐adoption user switching: An empirical investigation," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 59(13), pages 2115-2132, November.
    • Handle: RePEc:bla:jamist:v:59:y:2008:i:13:p:2115-2132
    DOI: 10.1002/asi.20921
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    Cited by:

    1. Shih-Yi Yu & Der Chao Chen, 2022. "Consumers’ Switching from Cash to Mobile Payment under the Fear of COVID-19 in Taiwan," Sustainability, MDPI, vol. 14(14), pages 1-13, July.
    2. Hong-Lei Mu & Young-Chan Lee, 2021. "How Inclusive Digital Financial Services Impact User Behavior: A Case of Proximity Mobile Payment in Korea," Sustainability, MDPI, vol. 13(17), pages 1-23, August.
    3. Yan Mandy Dang & Yulei Gavin Zhang & James Morgan, 2017. "Integrating switching costs to information systems adoption: An empirical study on learning management systems," Information Systems Frontiers, Springer, vol. 19(3), pages 625-644, June.
    4. Hsieh, Pi-Jung, 2021. "Understanding medical consumers’ intentions to switch from cash payment to medical mobile payment: A perspective of technology migration," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    5. Bölen, Mehmet Cem, 2020. "From traditional wristwatch to smartwatch: Understanding the relationship between innovation attributes, switching costs and consumers' switching intention," Technology in Society, Elsevier, vol. 63(C).
    6. Yuen, Kum Fai & Ng, Wei Hong & Wang, Xueqin, 2023. "Switching intention in the online crowdsourced delivery environment: The influence of a platform's technological characteristics and relational bonding strategies," Technology in Society, Elsevier, vol. 72(C).
    7. Yan Mandy Dang & Yulei Gavin Zhang & James Morgan, 0. "Integrating switching costs to information systems adoption: An empirical study on learning management systems," Information Systems Frontiers, Springer, vol. 0, pages 1-20.

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