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

Christiane Lehrer
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...
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