Post-adoption behavior of users of Internet Service Providers

Authors:
Joan Spiller;Anthony Vlasic;Philip Yetton
Affiliations:
CORDS Pty. Ltd., Melbourne, Australia;Australian Graduate School of Management, University of NSW, Sydney, Australia;Australian Graduate School of Management, University of NSW, Sydney, Australia
Venue:
Information and Management
Year:
2007

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Abstract

We examined post-adoption behavior in the Internet Service Provider (ISP) industry and found that the needs of service continuers and service discontinuers are different and customers who discontinue generally do so in the first six months. Also, business customers are less likely to discontinue than are personal users and, while prior behavior is a powerful predictor of future behavior, socio-demographic characteristics are weak predictors. We generated a combined model, which accurately predicted 82.6% of customer choices to continue or discontinue. The findings have important implications for both theory development and practice.