Conference proceeding
A Longitudinal Analysis of Switching Costs When a User Moves to a New System and Reverts to the Incumbent
PACIS 2024 Proceedings
Pacific Asia Conference on Information Systems (PACIS) 2024 (Ho Chi Minh City, Vietnam, 01/07/2024–05/07/2024)
2024
Metrics
1 Record Views
Abstract
While there are many studies on switching from the incumbent system to a new system, only a handful of studies have observed how a user transitions to a new system and returns permanently back to the incumbent system. Employing the phenomenon of switching costs, a popular construct utilized in user resistance studies, this longitudinal study observes the user resistance to switching from and to the incumbent. Interestingly, our research demonstrates that several of the subtypes of switching costs significant when a user transitions from incumbent to the new, are still valid and significant when they return back to the incumbent permanently. For example, users described their resistance through emotional cost, uncertainty cost and lost performance cost in relation to both transition periods. The paper also identifies some subtypes of switching costs that are uniquely associated with each phase of the transition. The study findings are based on qualitative focus groups.
Details
- Title
- A Longitudinal Analysis of Switching Costs When a User Moves to a New System and Reverts to the Incumbent
- Creators
- Mahikala Niranga - Southern Cross UniversityGolam Sorwar - Southern Cross UniversityDarshana D Sedara - Southern Cross University
- Publication Details
- PACIS 2024 Proceedings
- Conference
- Pacific Asia Conference on Information Systems (PACIS) 2024 (Ho Chi Minh City, Vietnam, 01/07/2024–05/07/2024)
- Publisher
- Association for Information Systems
- Number of pages
- 17
- Identifiers
- 991013322025102368
- Academic Unit
- Information Technology; Management; Faculty of Science and Engineering; Faculty of Business, Law and Arts
- Language
- English
- Resource Type
- Conference proceeding