Why not complain? A paradoxical problem for mobile service and application providers
Salo, M., & Makkonen, M. (2014). Why not complain? A paradoxical problem for mobile service and application providers. In ECIS 2014 : Proceedings of the European Conference on Information Systems. AIS Electronic Library (AISeL). http://aisel.aisnet.org/ecis2014/proceedings/track20/1/
© the Authors, 2014.
Complaints from dissatisfied users of information systems (IS) help service and product providers decrease user churn and switching, prevent negative word-of-mouth, and improve their services and products. However, many dissatisfied individuals do not complain at all; rather, they remain silent, switch, or quit usage. The dilemma is particularly relevant in the context of mobile services and applications, in which only a fraction of users has been found to complain after negative experiences, even extreme ones. Although researchers have studied the reasons for complaining, only a few have investigated the reasons why individuals do not complain. To our best knowledge, there are no studies explaining IS users’ noncomplaining behavior. To address this gap, we developed a context-specific theory for mobile service and application users’ noncomplaining behavior by applying the grounded theory (GT) approach. GT enabled us to discover eight issues influencing noncomplaining behavior, of which three have not been presented in the prior studies on the topic. Our attempt is to open the avenue for further noncomplaining research in IS and to assist practitioners in tackling the users’ context-specific reasons for not voicing their complaints. ...
PublisherAIS Electronic Library (AISeL)
Parent publication ISBN978-0-9915567-0-0
ConferenceEuropean Conference on Information Systems
Is part of publicationECIS 2014 : Proceedings of the European Conference on Information Systems
Publication in research information system
MetadataShow full item record
Showing items with similar title or keywords.
Salo, Markus (University of Jyväskylä, 2013)
Changes in the Use Intention of Digital Wellness Technologies and Its Antecedents Over Time : The Use of Physical Activity Logger Applications Among Young Elderly in Finland Makkonen, Markus; Kari, Tuomas; Frank, Lauri (University of Hawai'i at Manoa, 2021)Physical inactivity has become a prevalent problem among elderly people. Although digital wellness technologies have been proposed as one promising solution to it, our understanding on the antecedents of the acceptance and ...
Holopainen, Jani; Mattila, Osmo; Parviainen, Petri; Pöyry, Essi; Tuunanen, Tuure (University of Hawai'i at Manoa, 2019)Immersive virtual reality applications aim at providing an all-encompassing spatial experience where a user can feel like being in another world or dimension. The systems are inherently designed for individual use as ...
What is behind a software acquisition process? : empirical case study focusing on Finnish IT Service Provider and its potential customers Kuorelahti, Topi (2018)Teknologiset innovaatiot ja niiden myötä muuttuva liiketoimintaympäristö ovat johtaneet siihen, että erilaisten digitaalisten toimintatapojen ja työkalujen käyttö erityisesti yritysten välisillä (Business-to-Business, B2B) ...
Switching Behaviour in Smart Phone Messaging Services : It’s a Question of Context, Content, and Features of the Service McKenna, Brad; Mäkinen, Petri; Tuunanen, Tuure (University of Hawai'i at Manoa, 2021)