How does information technology-based service degradation influence consumers’ use of services? An information technology-based service degradation decision theory

Abstract

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.

Common Misunderstandings of Deterrence Theory in Information Systems Research and Future Research Directions

“…They might move backward according to the stages of the deterrent effect. To develop such a dynamic view of deterrent effect development, process and stage theories would be useful (Tsohou et al, 2020;Weinstein et al, 1998).…”

A tale of two frames: Exploring the role of framing in the use discontinuance of volitionally adopted technology

“…3 out of 50 articles Identified stages depend on the theoretical perspective. For instance Tsohou et al (2020) theorise that following technical failure, users of IT-based service go through the five stages of blaming, bypassing, tolerating, abandoning and overcoming. Methods used: Interviews (Cho, 2015;Tsohou et al, 2020) and focus groups (Butcher et al, 2020).…”

“…For instance Tsohou et al (2020) theorise that following technical failure, users of IT-based service go through the five stages of blaming, bypassing, tolerating, abandoning and overcoming. Methods used: Interviews (Cho, 2015;Tsohou et al, 2020) and focus groups (Butcher et al, 2020). IT/IS studied: Facebook (Cho, 2015), ITbased services in general (Tsohou et al, 2020) and mobile games (Butcher et al, 2020).…”

“…Methods used: Interviews (Cho, 2015;Tsohou et al, 2020) and focus groups (Butcher et al, 2020). IT/IS studied: Facebook (Cho, 2015), ITbased services in general (Tsohou et al, 2020) and mobile games (Butcher et al, 2020).…”

Understanding utility essentials of e-learning management systems in higher education: a multi-generational cohort perspective

“…The role of information technology in society has become accentuated (Tsohou et al, 2020) to the extent that educational institutions are increasingly relying on information technology-supported systems for educational provision. Higher Education Institutions (HEIs) globally have rapidly deployed E-Learning Management Systems for their students due to the global restrictions of movement precipitated by the COVID-19 pandemic.…”