Systèmes d'Information et Management


We identify, explore and categorize mobile service qualities (properties) and their valuations as gratifications based on a longitudinal field study of mobile data service use. Different properties - instrumental, aesthetic, and expressive - and service gratifications - content, process, and social - salient for various data services are identified during users' mobile service experience. Service properties and gratifications offer a means to track, garner and organize multiple accounts of a mobile service and its value from a user's point of view. The findings complement current technology acceptance theory by showing how artifact's properties and its use gratifications shape and influence either continuation and expansion, or discontinuation of mobile data service use.