How does information technology-based service degradation influence consumers’ use of services? : An information technology-based service degradation decision theory
Tsohou, A., Siponen, M., & Newman, M. (2020). How does information technology-based service degradation influence consumers’ use of services? : An information technology-based service degradation decision theory. Journal of Information Technology, 35(1), 2-24. https://doi.org/10.1177/0268396219856019
Published inJournal of Information Technology
© Association for Information Technology Trust 2019
Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immediately. We argue that existing research can only partially explain customers’ behavior following information technology-based service degradation; current research cannot account for the way in which information technology characteristics in information technology-based service degradation influence customers’ decisions to continue using or rejecting the service. To fulfill this gap, we interviewed information technology-based services’ customers. Our interviews suggest that the reasons affecting customers’ behavior may change and have differing importance during the information technology-based service degradation experience. We theorized the information technology-based service degradation experience into five stages: blaming, bypassing, tolerating, abandoning and overcoming. The first two stages contain stage-specific factors influencing the progression of service usage, and the final three stages contain stage-specific factors that matter in the decision to use or quit the service. As a new contribution, we propose a stage theory for explaining customers’ behavior following information technology-based service degradation. Our results outline new research directions in information technology-based service degradation, including further testing and refinement of our proposed theory in the case of different services. For service providers, our findings provide new information for improving service recovery strategies to keep customers engaged. ...
PublisherSage Publications; Association for Information Technology Trust
ISSN Search the Publication Forum0268-3962
Publication in research information system
MetadataShow full item record
Additional information about fundingThe author(s) received no financial support for the research, authorship, and/or publication of this article.
Showing items with similar title or keywords.
Info screens as instruments for value co-creation : case: vehicle inspection industry Koskela, Sanna (2016)Tämän tutkielman tavoitteena on tutkia miten arvo on yhteisluotu autokatsastusasemilla infotaulujen, uusin käyttöönotettu teknologia markkinoinnissa ja palvelun tuottamisessa tapauksen yrityksellä, kautta positiivisen ...
Quality Management in Service Desk : How Does Service Desk Managers Define and Measure Quality Hjelt, Maiju; Syynimaa, Nestori (SCITEPRESS Science And Technology Publications, 2018)Many public and private sector organisations are depending on IT services provided by external service providers. The quality of the service affects the customer satisfaction and consequently the customer behaviour. The ...
Modular Service Design of Information Technology-Enabled Services Tuunanen, Tuure; Salo, Markus; Li, Feng (SAGE Publications, 2022)The literature has proposed ways to modularize information-technology-enabled services (ITeS) with limited success. We argue that applying design principles (DPs) can address this gap and revitalize the service modularization ...
Individual and shared digital repertoires : older adults managing digital services Hänninen, Riitta; Pajula, Laura; Korpela, Viivi; Taipale, Sakari (Routledge, Taylor & Francis, 2023)The rise of public and other non-recreational digital services is based on the idea of catering to the daily needs of the citizens cost-efficiently and with ease. Previous research has approached the use of digital services ...
Intentiolähtöinen lähestymistapa käytettävyyttä koskevien vaatimusten määrittelyyn : kuluttajamarkkinoille suunnatun innovatiivisen ohjelmistotuotteen vuorovaikutussuunnittelu Lamminen, Juha (University of Jyväskylä, 2012)