Toward a refined conceptualization of IS discontinuance: Reflection on the past and a way forward

Interest in studying information systems discontinuance has been increasing lately, yet there is no consensus on what it means. To improve the situation, we conduct a comprehensive review of current literature on IS discontinuance and identify 55 studies published during 1991–2017 that specifically focus on the topic. Our conceptual analysis disentangles the process, content, and context of the phenomenon, revealing that over the course of a typical IS lifecycle, IS discontinuance may materialize at least in five distinct forms: rejection, regressive discontinuance, quitting, temporary discontinuance, and replacement. After elaborating their distinctions, we discuss their theoretical, methodological, and practical implications.     

Quitting the use of a habituated hedonic information system: a theoretical model and empirical examination of Facebook users

Much research has been devoted to the early adoption and the continued and habituated use of information systems (IS). Nevertheless, less is known about quitting the use of IS by individuals, especially in habituated hedonic settings, that is, IS discontinuance. This study focuses on this phenomenon, and argues that in hedonic IS use contexts (1) IS continuance and discontinuance can be considered simultaneously yet independently by current users, and that (2) IS continuance and discontinuance drivers can have differential effects on the respective behavioral intentions. Specifically, social cognitive theory is used to point to key unique drivers of website discontinuance intentions: guilt feelings regarding the use of the website and website-specific discontinuance self-efficacy, which counterbalance the effects of continuance drivers: habit and satisfaction. The distinctiveness of continuance and discontinuance intentions and their respective nomological networks, as well as the proposed research model, were then empirically validated in a study of 510 Facebook users. The findings indicate that satisfaction reduces discontinuance intentions directly and indirectly through habit formation. However, habit can also facilitate the development of ‘addiction’ to the use of the website, which produces guilt feelings and reduces one’s self-efficacy to quit using the website. These factors, in turn, drive discontinuance intentions and possibly the quitting of the use of the website.     

Going back to basics in design science: from the information technology artifact to the information systems artifact

The concept of the ‘information technology (IT) artifact’ plays a central role in the information systems (IS) research community's discourse on design science. We pose the alternative concept of the ‘IS artifact’, unpacking what has been called the IT artifact into a separate ‘information artifact’, ‘technology artifact’ and ‘social artifact’. Technology artifacts (such as hardware and software), information artifacts (such as a message) and social artifacts (such as a charitable act) are different kinds of artifacts that together interact in order to form the IS artifact. We illustrate the knowledge value of the IS artifact concept with material from three cases. The result is to restore the idea that the study of design in IS needs to attend to the design of the entire IS artifact, not just the IT artifact. This result encourages an expansion in the use of design science research methodology to study broader kinds of artifacts.     

Re‐orienting the Corporate Entrepreneurial Journey: Exploring the Role of Middle Management

In this article we report research on the implementation of an increased exploitative market orientation in explorative technology‐driven firms, and how the interaction between middle management and the internal context shapes this process. It appears that middle managers play an important role in balancing planned and emergent activities, reconciling market and technological understandings, and negotiating and sanctioning ideas. These roles do not happen automatically. Dominant logics, mindsets and meanings, developed and successful in the past, ‘talk back’. Managerial systems and processes supporting the transition to more and more successful market exploitation are not automatically accepted. Rather, all these and similar changes need to be socially negotiated. In that process, the opportunities and incentives for middle managers to reach beyond their formal job and to engage in the organizational sense‐making process play a key role.     

Time,engagement and video games: How game design elements shape the temporalities of play in massively multiplayer online role-playing games

Researchers and developers constantly seek novel ways to create engaging applications that are able to retain their users over the long term, make them desire to spend time using the application or go back to using it after a break. With this aim, video games can be an insightful source of inspiration, as they are specifically designed to maximise playing time, increase players' intentions of playing during the day or enhance their willingness to replay. In a gaming context, ‘time’ is an important factor for engagement because game designers can design the game time to retain players in the game environment. Drawing on social practice theory, which is increasingly used in Information Systems (IS) research, I conducted an ethnographic study in World of Warcraft (WoW) to understand how various temporalities are produced within a video game and the effects that they have on players' engagement. The findings show that game temporalities stem from the complex interaction between the design features of the game and the norms, routines and expectations that are part of the game practices. Moreover, these temporalities can engender temporal experiences that may stimulate engagement in various ways. The study contributes to IS literature by proposing a novel understanding of how time can be intentionally designed to sustain user engagement. Finally, it suggests that ‘time design’ in video games could inspire designs in broader IS contexts, such as in the gamification of online communities, crowdsourcing platforms and crowd working systems.     

Untangling the complex role of guilt in rational decisions to discontinue the use of a hedonic Information System

The discontinuance of the use of hedonic information systems (IS) has become somewhat prevalent. Nevertheless, little is known about why some individuals might decide to discontinue using a technology which they often use frequently and the use of which is typically intrinsically rewarding. Prior research has alluded to the ideas that (1) IS discontinuance merits its own theorizing, possibly separate from continuance and that (2) guilt feelings is a unique driver of IS discontinuance decisions. However, the literature still lacks cohesive models that explain discontinuance and especially the complex processes through which guilt influences such decisions, and perhaps that further illuminate differences between the processes underlying IS discontinuance and continuance. This study bridges these gaps and proposes and examines a model that explicates the complex effects of guilt and theory of planned behavior (TPB) predictors on the discontinuance of an instance of mostly hedonic IS, namely Social Networking Sites (SNS). In order to develop this model it is proposed that guilt, which is a self-reflective moral emotion that can influence cognition, is associated with attitudinal, normative, and control perceptions regarding the discontinuance act in a complex network of partial-mediation and moderation effects. The proposed model was tested and largely validated with structural equation modeling applied to data collected from 487 SNS users. It also pointed to possible unique features of the TPB as applied to IS discontinuance. Applicability checks further illuminated sources of guilt in this context. Decomposing the guilt effects on discontinuance and integrating them with the TPB is important since it not only extends theory both in IS and social sciences and hints at differences in planned behavior processes between IS continuance and discontinuance, but also because the findings point to mechanisms which can be used for attenuating guilt and planned behavior effects on IS discontinuance. Overall, this study validates a rationale-based theory of IS discontinuance, and can serve as a platform for further studying this notable, yet under-examined corrective behavior.     

Exploring the tension between transparency and datification effects of open government IS through the lens of Complex Adaptive Systems

Government agencies worldwide continue their commitment to providing open data in order to increase transparency of education, healthcare and other public services. Focusing on open government information systems (IS) that provide performance-related data, this paper explores the ongoing tension between government’s goal of transparency and the resulting largely opaque datification effects. Our research insights are derived from an empirical longitudinal study of a controversial open government IS called My School, currently providing performance data on almost 10,000 schools in Australia. We investigate the tension between transparency intended with schools’ open performance data and datification effects they create within the education system and a broader society, through the theoretical lens of Complex Adaptive Systems (CAS). Our study reveals how the tension emerges due to unpredictable use, propagation and reinterpretation of open data by more and more users. Consequently, the original meaning of data gets distorted, as these users continue to reconstruct and reinterpret ‘data’ in their own contexts and adapt their behavior in pursuit of their strategic goals. We also identify and theorize seven datification patterns underlying the tension and the ways they produce various social consequences. Based on these research contributions we discuss important strategic implications for government decision makers and identify new opportunities for future research on open government IS.     

A tale of two coalitions – marginalising the users while successfully implementing an enterprise resource planning system

Classic analyses of system implementations view user participation as a key element for successful implementation. However, under some conditions, avoiding user participation offers an alternative route to a successful implementation; this is advisable especially when the user network is weak and aligning user needs with the technological capabilities will take too much resource. To illustrate such situation, we analyse how a successful implementation outcome of an enterprise resource planning (ERP) system emerged in a recently established conglomeration of two previously independent universities. The ERP was used to replace several legacy student administration systems for both political and functional reasons. It was deemed successful by both project consultants and the new university's management while the users were marginalised (‘black boxed’) and left to ‘pick up the pieces’ of an incomplete system using traditional methods such as shadow systems and work‐a‐rounds. Using a process approach and an actor–network theory ‘reading’ of related socio‐technical events, we demonstrate how three networks of actors – management, the project team and the administrative users – collided and influenced the implementation outcome and how the management and project network established the ERP as a reliable ally while at the same time the users – while being enrolled in the network – were betrayed through marginalisation. Our analysis also suggests a useful way to conduct a ‘follow the network’ analysis explaining and accounting for the observed implementation outcome. We illustrate the benefits of using a socio‐technical processual analysis and show how stable actor networks must be constructed during large‐scale information technology change and how different actor groups perceive and influence differently the implementation outcome.     

Automating and informating: roles to examine technology’s impact on performance

Previous studies on the impact of technology on performance (usefulness) have looked at the Information System (IS) in its role as supplier of information (informating role) and thus they have studied the influence of information quality and system quality on usefulness. However, an IS also has a role in the automation of tasks (automating role), which these studies do not take into account. Accordingly, this paper proposes a factor model that (1) includes explicitly both roles; (2) considers that informating and automating roles mediate the relation between these technological factors (information quality and system quality) and usefulness and (3) includes a system’s level of intervention (i.e. the degree to which technology participates in carrying out the tasks) as an additional factor that determines usefulness. Using a questionnaire, data were gathered on 229 Enterprise Resource Planning system users from different organisations and functional areas and structural equations model was used for analysis. Results show that information quality explains usefulness through both roles. System’s level of intervention explains usefulness through the automating role and system quality explains usefulness through the informating role. The factors’ differentiated effects through each role may help managers to establish more effective criteria and priorities in the various stages of an IS’s life cycle.     

Understanding flow experience from users’ requirements

This paper argues that the concept of flow can be useful in gaining a better understanding of information system users’ flow experience. This paper applies this concept in the requirements development phase of an Internet protocol television e-learning service development project. The findings show that flow experience can be visualised and measured, and that there are differences in how users see and perceive different features. Some features are driven by more experiential needs, whereas others are driven by more task-oriented goals. The findings indicate that the users’ perceived flow experiences can already be measured during the early phases of information systems (IS) development projects without having a working prototype of the IS for testing. This enables practitioners to design IS that better facilitate flow experience for the users, which in turn will potentially lead to shortened development time and cost savings for firms. This paper calls for further research in IS development and design methods that take into account the different ways of understanding user experiences, particularly their flow experiences.     

Printing and screen reading in the medical school curriculum: Guttenberg vs. the cathode ray tube

Abstract

Functions which control access to data in groupware should be designed flexibly by offering different options to end users. However, conflicts might arise among different end users in the process of selecting one of these options. To support users in finding a consensual solution for these conflicts, we propose a metafunction called ‘negotiability’. We propose to define and explore the concept of ‘negotiability’, and discuss its application to access control, concurrency control, and consistency control. We assume that negotiability can play an important role in tailoring these mechanisms and supporting a co-operative use of system's flexibility.     

Assessing e‐commerce systems success: a respecification and validation of the DeLone and McLean model of IS success

Abstract. DeLone & McLean (2003) propose an updated information systems (IS) success model and suggest that it can be extended to investigating e‐commerce systems success. However, the updated IS success model has not been empirically validated in the context of e‐commerce. Further, the existing IS/e‐commerce success models have been subject to considerable debate on the ‘IS Use’ and ‘Perceived Usefulness’ constructs, and the nomological structure of the updated DeLone and McLean model is somewhat inconsistent with the IS acceptance and marketing literature. Based on the IS and marketing literature, this paper respecifies and validates a multidimensional model for assessing e‐commerce systems success. The validated model consists of six dimensions: Information Quality, System Quality, Service Quality, Perceived Value, User Satisfaction and Intention to Reuse. Structural equation modelling techniques were applied to data collected by questionnaire from 240 users of e‐commerce systems in Taiwan. The empirical evidence suggests that Intention to Reuse is affected by Perceived Value and User Satisfaction, which, in turn, are influenced by Information Quality, System Quality and Service Quality. The nomological structure of the respecified e‐commerce systems success model is concurred with that of the technology acceptance model (TAM) in the IS field and the consumer behaviour models in the traditional business‐to‐business and retail contexts. The findings of this study provide several important implications for research and practice. This paper concludes by discussing the contributions of this study and the limitations that could be addressed in future studies.     

Rethinking ‘IT/IS use in a technological mature society’ from the actuality point of view: critical learning in reflection on SSM meeting about ‘IT/IS use’

The history of the human-centered system movement (Gill in AI Soc 10(2), 1996) tells us that information technology (referred to as IT below) has come to dominate our life-world or societal functions. Since from 1990s, its streaming influence could be called ‘abnormal.’ Since entering the twenty-first century, the IT system has been on automatic acceleration and has been spreading more and more rapidly to many facets of our lives. In many sectors, this ubiquitous streaming of IT is seen to be central to societal development, and in a Japanese sense, IT could be seen as a resource to realizing technologically a mature society. This trend of IT seems to be unstoppable. In this sense, IT dominance can be regarded as abnormal to the point that IT-centered information systems (referred to as IS below) fall far short of the deep appreciation of the complex and diverse life needs of people and societies, and this leads to the implementation of IT/IS from technological perspective, with a belief that everything, which we can do could be and should be, done now by IT/IS. However, as IT/IS have become to be embedded in many facets of societies and are influencing over our everyday life, we need to examine them not from the point of ‘capability’ but ‘allowability,’ in other words, not from the perspective of technology (cognition), but from the prospective of intuition and feeling of actual life (action). We term reality as seen in the narrow sense of cognition and actuality as seen in terms of action (Uchiyama in Theory and practice of actuality, Daito Bunka University, Tokyo, 2003). We draw a distinction between the two classes of ‘IT/IS’ systems, those which belong to the ‘reality’ and those which belong to the ‘actuality.’ To appreciate this distinction, we propose that this requires not only an understanding of the design of these IT systems but of the methodology of their use and their evaluation. To carry out the process of evaluation of IT/IS systems, we need to develop a new ‘appreciation’ methodology which enables us to rethink ‘IT/IS’ as ‘A system to use IT/IS.’ This idea is similar to the idea of Beck’s (World risk society theory (trans: Shimamura K), Chikuma Scholastic Collection (in Japanese), 2010) reflecting the modern. So, we propose a strict distinction between the two systems classes of ‘IT/IS’ which we call belonging to the ‘reality’ and ‘A system to use IT/IS’ which we call belonging to the ‘actuality.’ The methodology to deal with ‘actuality’ has not yet been developed, but Checkland and Poulter’s (Learning for action, Wiley, New York, 2006) soft systems methodology (referred to as SSM below) intends to deal with this kind of class of systems, that is, ‘human activity systems.’ He uses the key concept of ‘accommodation’ which means ‘to live with different individual world views based on sharing of actuality,’ and thus, he proposes to overcome the idea of consensus which is the agreement with the ‘reality’ level. In this paper, we adopt a methodology based on the SSM’s accommodation and not based on the consensus on the ‘reality’ level. By using such a methodological thinking, we reconsider the problem of evolving technologically a mature society which can be seen as a problem relevant to ‘A system using IT/IS’ rather than the problem of IT/IS itself. In doing so, we could draw some innovative orientations in the field of IT/IS which by traditional methodology could not be drawn. It is not certain whether our attempt could make a difference to the runaway of IT/IS. We illustrate this purpose by studying a workshop process which highlights that even participating experts of IT/IS themselves felt apprehensive about the more and more focus on the implementation of IT/IS solutions both in the present and the future. We believe that the first step toward this purpose is to explore the new orientation of IT/IS use. The aim of this first step is to make a difference to the ‘abnormal’ situation and hope to create a foothold for the reorientation of ‘A system to use IT/IS.’     

Who are the users? Who are the developers? Webs of users and developers in the development process of a technical standard

The paper presents an empirical study of user involvement in developing a technical standard for a scientific community's information system project. The case illustrates how multiple perspectives are involved when considering the user role in practice. The case presents a situation where both developers and users were pre‐defined in the design and development phases of the standard as homogeneous groups of actors. Groups of actors changed to become more heterogeneous and ‘fluid’ in the deployment and implementation phases, thus forming ‘webs of developers’ and ‘webs of users’. Detailed analysis of the process in its entirety shows the blurredness of boundaries between ‘developer’ and ‘user’ categories and roles, and reveals challenges at social and organizational levels. Three models pertaining to the system development process are presented in order to illuminate differing perspectives on the user and on the development process itself. The paper draws theoretically from information systems, social informatics, and science and technology studies. The research contributes to a deeper, interdisciplinary understanding of ‘the’ user, of multiple roles in systems development, and of dynamic sets of user–developer relations.     

Power,politics and persuasion in IS evaluation: a focus on ‘relevant social groups’

The focus of this paper is with the activities associated with evaluations and their role in attaining (or not) stabilisation of the artefact. We aim to achieve two broad objectives: first, to examine some particular political and social aspects of evaluation processes in organisations; and secondly, to show the potential contribution of employing the notion of ‘relevant social groups’, a concept adopted from the social shaping of technology approach. By using a case study illustration we examine formal evaluations as a mechanism to effect and justify decisions already taken elsewhere and as important resources for supporters of the system to enroll new users and consolidate existing support. The study shows that if enrolment is achieved then the technology will head towards stabilisation and thus ‘success’; conversely, an inability to enroll will likely lead to a de-stabilising process, and thus ‘failure’. Hence, there is a dialectical process of persuasion by the supporters on the one hand, and a response from the would-be users on the other. Finally, conclusions are drawn as we highlight the contribution of ‘relevant social groups’ to our understanding of the process of IS evaluation.     

Understanding the successful adoption and use of IS/IT in SMEs: an explanation from Portuguese manufacturing industries

Abstract. The objectives of the research were to identify factors enabling or inhibiting the adoption and use of information systems and technology (IS/IT) in Portuguese manufacturing small and medium‐sized enterprises (SMEs) and understand how these factors interrelate in determining relative success in the adoption and use of IS/IT. This research elicited factors from previous quantitative and qualitative research, which had been shown to influence IS/IT adoption in SMEs in other contexts. A strategic change framework was used to structure the factors and ensure that comprehensive evidence about their nature and effects could be obtained in the empirical research. Further factors were identified by initial fieldwork, before carrying out 12 in‐depth case studies, across a range of situations – different industries, different levels of adoption and a range of degrees of success in IS/IT use. The pattern that emerged from the analysis of the data shows that certain factor combinations and relationships appear to determine the relative degrees of IS/IT success across the firms. This pattern can also be explained by interpreting the roles and relationships of the key actors involved in the process of IS/IT adoption and use. Top management perspectives and attitudes towards IS/IT adoption and use play an important role in the development of internal IS/IT competencies and provide an important contribution to the development of a context that enables IS/IT success.     

Control enactment in context: Understanding the interaction of controlee and controller perceptions in inter-organisational project teams

Control is necessary for aligning the actions of management (i.e., controllers) and subordinates (i.e., controlees) around common goals. The enactment of control often fails in practice; however, as controlee perceptions may not match those of controllers, leading to a myriad of possible outcomes. Through an interpretive case study of two inter-organisational IT projects, we reveal how controlees' appraisals and responses to controls are context-dependent and play out across multiple levels (e.g., personal, professional, project and organisational contexts). We build on a coping perspective of IS controls to theorise the ‘coping strategies’ that controlees pursued relevant to these contexts and the ‘coping routes’ followed when combining different consecutive coping strategies. We find the process need not end with the selection of a single strategy but can potentially continue as both the controller and controlees make ongoing readjustments. While Behavioural Control Theory traditionally assumes the presence of a single control hierarchy, interorganisational IT projects are multi-level entities that amalgamate different structures and cultures. Our study moves beyond the existing assumptions of Behavioural Control Theory to discuss how a controller's choice of activities shapes the salience of different contexts in controlee appraisals.     

Environments to support context and emotion aware visual interaction

The interaction with software systems is often affected by many types of hurdles that induce users to make errors and mistakes, and to break the continuity of their reasoning while carrying out a working task with the computer. As a consequence, negative emotional states, such as frustration, dissatisfaction, and anxiety, may arise. In this paper, we illustrate how the Software Shaping Workshop (SSW) methodology can represent a solution to the problem of developing interactive systems that are correctly perceived and interpreted by end-users, thus becoming more acceptable and favouring positive emotional states. In the methodology, a key role is played by domain-expert users, that is, experts in a specific domain, not necessarily experts in computer science. Domain-expert users’ skills and background, including their knowledge of the domain and users’ needs and habits, are exploited to create context and emotion aware visual interactive systems. Examples of these systems are illustrated by referring to a case study in the automation field.     

Factors Influencing Perceived Benefits and User Satisfaction in Knowledge Management Systems

This study offers a model for predicting users’ perceived benefits and user satisfaction in organizational knowledge management systems. Four constructs are theorized to influence the dependent variables: system quality, knowledge quality, user IS competence, and organizational attitude to knowledge management. The model was empirically tested among 100 respondents working in the knowledge-intensive software industry. The results suggest that knowledge management systems hold certain characteristics to be considered when evaluating technical and socio-psychological factors of users’ perceptions and attitudes toward the systems.