This paper examines post-adoption behavior (continued adoption versus discontinuance) within the context of online service use. Innovation diffusion theory is used as a theoreti...
For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm. Know...
The process of information technology adoption and use is critical to deriving the benefits of information technology. Yet from a conceptual standpoint, few empirical studies ha...
Purpose The technology acceptance model (TAM) has been one of the most influential theories in the information technology literature, but it has not been used in the marketing l...
Judging by the wealth of problems reported in the literature, information systems (IS) and general managers are not sure how to manage the introduction of new information techno...
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