Paper Type
Complete
Paper Number
1738
Description
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.
Recommended Citation
Niranga, Mahikala; Sedera, Darshana D.; and Sorwar, Golam, "A Longitudinal Analysis of Switching Costs When a User Moves to a New System and Reverts to the Incumbent" (2024). PACIS 2024 Proceedings. 9.
https://aisel.aisnet.org/pacis2024/track09_digittrans/track09_digittrans/9
A Longitudinal Analysis of Switching Costs When a User Moves to a New System and Reverts to the Incumbent
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.
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