Technology discontinuance: a systematic literature review and research agenda

Abstract

Technology discontinuance by users who quit digital services such as social media or lose interest in their devices after a few weeks is a common phenomenon. Yet it has received little research attention; the few studies that address it are scattered across disciplines. Research into customer churn is more prevalent, but it implies switching providers rather than halting usage altogether. By moving beyond discipline-based knowledge boundaries and conducting a systematic literature review, the current article proposes a technology discontinuance framework, which details seven technology discontinuance types (overuse, overload, proficiency, disenchantment, social, circumstantial, and solution) and their drivers. For example, guilt drives overuse, technostress prompts overload, and successful delivery is a source of solution discontinuance. The technology discontinuance definition is validated through an expert study, the coding framework confirmed through a robustness study, and qualitative consumer data provide evidence for the technology discontinuance framework. In turn, this research emphasises the need for a more nuanced conceptualisation of technology discontinuance. By providing an expansive overview of the theoretical foundations of prior research, it also establishes a meaningful research agenda and managerial implications, specific to each type of discontinuance.

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