User behaviours after critical mobile application incidents : the relationship with situational context
Salo, M., & Frank, L. (2017). User behaviours after critical mobile application incidents : the relationship with situational context. Information Systems Journal, 27(1), 5-30. https://doi.org/10.1111/isj.12081
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Information Systems JournalDate
2017Copyright
© 2016 John Wiley & Sons Ltd. This is a final draft version of an article whose final and definitive form has been published by Wiley. Published in this repository with the kind permission of the publisher.
Users occasionally have critical incidents with information systems (IS). A critical IS incident is an IS
product or service experience that a user considers to be unusually positive or negative. Critical IS
incidents are highly influential in terms of users’ overall perceptions and customer relationships; thus,
they are crucial for IS product and service providers. Therefore, it is important to study user behaviors
after such incidents. Within IS, the relationships between the situational context and user behaviors after
critical incidents have not been addressed at all. Prior studies on general mobile use as a related research
area have recognized the influence of the situational context, but they have not covered the relationships
between specific situational characteristics and different types of user behaviors. To address this gap, we
examine 605 critical mobile incidents that were collected from actual mobile application users. Based on
our results, we extend current theoretical knowledge by uncovering and explaining the relationships
between specific situational characteristics (interaction state, place, sociality, and application type) and
user behaviors (use continuance, word-of-mouth, and complaints). We have found, for example, that
users are less likely to engage in negative behaviors after negative incidents that take place outdoors or in
vehicles than after indoor incidents. This is because users often consider indoor environments to be
familiar and treat them with established expectations and low uncertainty: users are accustomed to the
notion that the applications function indoors just like before. Further, we present practical implications
for mobile application providers by suggesting to them which positive critical incidents are the most
beneficial to promote and which negative critical incidents are the most crucial to avoid.
...
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Wiley-Blackwell Publishing Ltd.ISSN Search the Publication Forum
1350-1917Publication in research information system
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