Examining Discontinuers\u27 Word-of-Mouth Behaviour in the Context of Mobile Location-based Services

Previous information systems (IS) research has paid little attention to the determinants of users’ discontinuance and the consequences of that behaviour. This study investigates the influence of different discontinuance reasons on post-discontinuance word-of-mouth (WOM) communication in the context of mobile location-based services (LBS). Based on existing literature, a theoretical framework is developed representing three general reasons for IS discontinuance: 1) decline in service quality, 2) change in user needs, and 3) attractive alternatives. Their effect on post-discontinuance satisfaction and WOM is empirically tested through a quantitative survey study with German LBS users. Results indicate that a decline in service quality significantly affects negative customer WOM about the service, while a superior alternative mobile service as the main discontinuance reason leads to post-discontinuance dissatisfaction, which may in turn influence negative WOM behaviour. In contrast, discontinuance due to a change in user needs is associated with a slightly elevated level of post-discontinuance satisfaction

Save money, book now! - Nudging users to complete online travel bookings

Online travel agencies have emerged as the preferred channel to make travel arrangements, but industry reports show that the conversion rates on OTA websites are extremely low. Against this background, we aimed to create a user-interface design element that motivates users to complete their online booking instead of searching and comparing further options. This research in progress builds on insights from the emerging field of digital nudging and used a systematic process for developing a digital nudge based on the design science research paradigm. Specifically, we created a text-based nudge leveraging the goal framing effect, which will be empirically tested through an experiment in future research. Our research contributes to both behavioral and design-oriented research on persuasive technology and digital nudging as well as to practice aiming to create persuasive choice architectures for specific use contexts and goals

One Save Per Day: How Mobile Technology Can Support Individuals to Adopt Pro-Environmental Behaviors

The pressing issue of climate change requires humanity to reduce its ecological footprint drastically. While policymakers and companies must ensure the availability of green options, individuals are requested to contribute to the reduction of carbon emissions substantially. However, even when individuals recognize the need for pro-environmental behaviors, they often have difficulty meeting their expectations. Mobile technology for sustainability has the potential to support them in overcoming this issue by providing the decisive impetus for environmentally friendly behavior. Drawing upon the affordance perspective, we conducted a longitudinal qualitative study with users of a mobile app that encourages individuals to take daily sustainable actions. We present the affordance strands made possible by the app's features and how they lead to environmentally-friendly behaviors. We could observe behavior change with the app’s features. We also identify enablers and obstacles to affordance actualization. Our study contributes to Green IS research at the individual level and provides practical implications for mobile technology providers

Transitioning to an Omnichannel Approach: A Dynamic Capability Perspective

The proliferation of digital devices and services has fundamentally changed consumer behavior and needs, and thus the way consumers engage with firms. Many consumers want to engage with firms across all channels, enjoying seamless switching and simultaneous use. Within this dynamic channel environment, the omnichannel concept has been proposed as an appropriate approach to fulfill these demands. However, in practice, many firms do not yet provide an omnichannel experience and need to transform. With this research-in-progress paper, we outline our approach to investigating this phenomenon based on the concept of dynamic capabilities. With insight gained through a multiple case study approach, we hope to give practitioners decision support and researchers new stimuli for further research by identifying best practice dynamic capabilities for transitioning to omnichannel management

Examining the Determinants of Mobile Location-based Services’ Continuance

The continuance of use is an important topic of IS research. However, in the past, many researchers have focused on adoption rather than IS continuance. Studying continuance is of equal importance, because if use does not persist, this may limit the revenues of the provider. This is particularly true for consumer-oriented services, which rely on advertising, or subscription-based revenue models. In this paper, we investigate the determinants of location-based services (LBS) continuance as a relevant case study for the examination of IS continuance generally. A research model is developed and empirically tested through a survey of a representative sample in Germany. The proposed model builds on and extends the Limayem et al. model of IS continuance. Our analysis highlights the importance of habit and emotion in LBS continuance. The results indicate that habit has a stronger predictive power than continuance intentions for LBS continuance and that emotions are an important driver for user satisfaction with LBS

Understanding the Habitual Use of Wearable Activity Trackers

Given the large discrepancy between rates at which wearable activitytrackers (WATs) are initially adopted and their continued use, the question concerning how sustainable use emerges arises. While IS research has found habit an important driver of sustained use, the mechanisms of habit formation have been left unexplored. To address this research gap, we conducted narrative interviews to investigate the habit-formation mechanisms behind the use of WATs. We identified two drivers of habitual WAT use and constructed five narratives that provide insights into the habit-formation processes of WAT users and possible interrupting factors. Our results provide a valuable basis for both theory and practice in explaining how sustained WAT use develops

Digital Nudging: Altering User Behavior in Digital Environments

Individuals make increasingly more decisions on screens, such as those on websites or mobile apps. However, the nature of screens and the vast amount of information available online make individuals particularly prone to deficient decisions. Digital nudging is an approach based on insights from behavioral economics that applies user interface (UI) design elements to affect the choices of users in digital environments. UI design elements include graphic design, specific content, wording or small features. To date, little is known about the psychological mechanisms that underlie digital nudging. To address this research gap, we conducted a systematic literature review and provide a comprehensive overview of relevant psychological effects and exemplary nudges in the physical and digital sphere. These insights serve as a valuable basis for researchers and practitioners that aim to study or design information systems and interventions that assist user decision making on screens

CHANNEL INTEGRATION TOWARDS OMNICHANNEL MANAGEMENT: A LITERATURE REVIEW

The evolution of technology and the constant digitalisation strongly influence how consumers behave, how markets develop, and how companies and consumers interact. By offering many channels, companies attempt to react to these developments. In recent years, researchers as well as practitioners have proposed omnichannel management as the best approach to offer several channels. An omnichannel strategy enables consumers to use channels seamlessly and interchangeably and experience the channels uniquely. However, reality looks different: many channel management approaches coexist in practice, and in research, terms to describe different concepts are used without clear distinctions. This paper seeks to eliminate ambiguities regarding the term omnichannel management. By delimiting the term from related approaches and understanding current topics discussed by omnichannel management research, this paper creates a common basis from which to fully understand the concept. Omnichannel management has shown relevance in many areas, but particularly in retailing, marketing, and information systems (IS) research. IS plays an important role in the implementation of the omnichannel approach because obstacles are often technology-related and companies are strongly dependent on information technology (IT). To move research on omnichannel management forward, this paper proposes directions for further research

From private digital platforms to public data spaces: implications for the digital transformation

Technological developments such as Cloud Computing, the Internet of Things, Big Data and Artificial Intelligence continue to drive the digital transformation of business and society. With the advent of platform-based ecosystems and their potential to address complex challenges, there is a trend towards greater interconnectedness between different stakeholders to co-create services based on the provision and use of data. While previous research on digital transformation mainly focused on digital transformation within organizations, it is of growing importance to understand the implications for digital transformation on different layers (e.g., interorganizational cooperation and platform ecosystems). In particular, the conceptualization and implications of public data spaces and related ecosystems provide promising research opportunities. This special issue contains five papers on the topic of digital transformation and, with the editorial, further contributes by providing an initial conceptualization of public data spaces' potential to foster innovative progress and digital transformation from a management perspective