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A unified model of IT continuance: three complementary perspectives and crossover effects

  • Empirical Research
  • Published:
European Journal of Information Systems

Abstract

This study presents a unified model of information technology (IT) continuance, by drawing upon three alternative influences that are presumed to shape continuance behavior: reasoned action, experiential response, and habitual response. Using a longitudinal survey of workplace IT continuance among insurance agents at a large insurance company in Taiwan, we demonstrate that the above influences are interdependent, complementary, and have crossover effects. This study advances IT continuance research by theorizing and validating a unifying model that extends prior perspectives and by explaining interrelationships between these perspectives.

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Author information

Authors and Affiliations

  1. Information Systems & Decision Sciences, College of Business, CIS 2083, University of South Florida, Tampa, FL

    Anol Bhattacherjee

  2. Institute of Business and Management, National Chiao Tung University, R.O.C., Taiwan

    Chieh-Peng Lin

Authors
  1. Anol Bhattacherjee
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  2. Chieh-Peng Lin
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Appendix A

Appendix A

Measurement items

Continuance behavior (Source: Limayem et al, 2007; Lin & Bhattacherjee, 2008)

CB1. What percentage of your clients do you serve using the system?

CB2. What percentage of your working hours do you spend on using the IS?

CB3. What percentage of your workload do you deal with using the IS?

(Anchored with 1: Under 10%; 2: 10–19%; 3: 20–29%; 4: 30–39%; 5: 40–49%; 6: 50–59%; 7: 60–69%; 8: 70–79%; 9: 80–89%; 10: more than 90%)

CI (Source: Bhattacherjee, 2001)

CI1. I intend to continue using the IS rather than discontinue its use.

CI2. My intentions are to continue using the IS rather than manual processing or other alternative means.

CI3. I plan to continue using the IS in my job.

Subjective norm (Source: Venkatesh & Morris, 2000)

SN1. People who influence my behavior (e.g., coworkers, supervisors, clients) think that I should use the IS.

SN2. People who are important to me (e.g., coworkers, supervisors, clients) think that I should use the IS.

SN3. People who influence my behavior (e.g., coworkers, supervisors, clients) would welcome my use of the IS in my work.

Perceived usefulness (Source: Davis, 1989)

PE1. Using the IS improves my performance.

PE2. Using the IS increases my productivity.

PE3. Using the IS enhances my effectiveness.

PE4. I find the IS to be useful for my work.

Satisfaction (Source: Bhattacherjee, 2001)

How do you feel about your overall experience of IS usage:

SA1. Very dissatisfied/very satisfied

SA2. Very displeased/very pleased

SA3. Very frustrated/very contented

SA4. Absolutely terrible/absolutely delighted

Disconfirmation (Source: Bhattacherjee & Premkumar, 2004)

Comparing my initial expectations about the IS with my actual usage experience, I found that …

DI1: The IS improved my sales performance better than I initially expected.

DI2: The IS increased my personal productivity better than I initially expected.

DI3: The IS enhanced my job effectiveness better than I initially expected.

DI4: The IS was more helpful for my job than I initially expected.

Habit (Source: Limayem et al, 2007)

HA1: Using the IS has become automatic to me.

HA2: Using the IS comes naturally to me.

HA3: When faced with a particular task, using the IS is an obvious choice for me.

HA4: I have a habit of using the IS.

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Bhattacherjee, A., Lin, CP. A unified model of IT continuance: three complementary perspectives and crossover effects. Eur J Inf Syst 24, 364–373 (2015). https://doi.org/10.1057/ejis.2013.36

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