A unified model of IT continuance: three complementary perspectives and crossover effects

Abstract

This study presents a unified model of information technology (IT) continuance, by drawing upon three alternative influences that are presumed to shape continuance behavior: reasoned action, experiential response, and habitual response. Using a longitudinal survey of workplace IT continuance among insurance agents at a large insurance company in Taiwan, we demonstrate that the above influences are interdependent, complementary, and have crossover effects. This study advances IT continuance research by theorizing and validating a unifying model that extends prior perspectives and by explaining interrelationships between these perspectives.