With more and more employees in organizations being digital natives, a workforce emerges, which is familiar with the adoption of new and innovative technology in its private life. Applying the negative cybernetic feedback loop model as our research model, we argue that the knowledge and experience with private alternative system raises the bar for organizational systems. To this end, we address the following question in our study: How is user satisfaction with an incumbent system affected by the introduction of a more appealing alternative? To answer this question, we conducted an online experiment with a representative sample of 292 participants. We show that user satisfaction with an incumbent system is lower when users are familiar with a more appealing system.
Ostermann, Uwe and Wiewiorra, Lukas, "Raising the Bar The Effect of New and More Appealing Alternatives on User Satisfaction with Incumbent Information Systems" (2017). PACIS 2017 Proceedings. 128.