Can affective factors contribute to explain continuance intention of web-based services?

Abstract

More than a decade has been passed since the birth of web-based services as novel network-based services. To explain why and how consumers are motivated to accept the web-based services, lots of technology acceptance theories such as technology acceptance model (TAM) and expectation-confirmation model (ECM) have been successfully proposed. However, the models do not fully explain why and how the consumers continue to use a specific web-based service. Meanwhile, affective factors such as intimacy have been regarded as essential factors for strengthening human relationships in consumer behavior. If a sort of relationships between consumers and web-based services has been built up due to repetitive usage, then we could assume that affective, as well as cognitive, factors may contribute to explain the consumers' continuous use. In light of this assumption, legacy ECM and human relationship-related theoretical models which include affective factors may be integrated for better explanation. Hence, the purpose of this paper is to propose an extended ECM which contains affective factors, as well as cognitive factors, related to maintaining relationship between consumers and service providers to explain why the consumers continue to use a specific information system. In this study, we mainly focus on two new constructs, familiarity and intimacy, and seek to examine how cognitive and affective factors are inter-related toward continuance intention. Moderating effects of emotion to alternatives, familiarity with alternative and intimacy with alternative, to IS continuance intention are also considered.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 9 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.