{"id":"https://openalex.org/W2949068238","doi":"https://doi.org/10.1177/0268396219856019","title":"How does information technology-based service degradation influence consumers\u2019 use of services? An information technology-based service degradation decision theory","display_name":"How does information technology-based service degradation influence consumers\u2019 use of services? An information technology-based service degradation decision theory","publication_year":2019,"publication_date":"2019-06-21","ids":{"openalex":"https://openalex.org/W2949068238","doi":"https://doi.org/10.1177/0268396219856019","mag":"2949068238"},"language":"en","primary_location":{"id":"doi:10.1177/0268396219856019","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0268396219856019","pdf_url":null,"source":{"id":"https://openalex.org/S135086714","display_name":"Journal of Information Technology","issn_l":"0268-3962","issn":["0268-3962","1466-4437"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information Technology","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://research.manchester.ac.uk/en/publications/32ed2acc-35f6-4227-80e6-594f41061a3f","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5080067713","display_name":"Aggeliki Tsohou","orcid":"https://orcid.org/0000-0003-2200-3651"},"institutions":[{"id":"https://openalex.org/I187792471","display_name":"Ionian University","ror":"https://ror.org/01xm4n520","country_code":"GR","type":"education","lineage":["https://openalex.org/I187792471"]}],"countries":["GR"],"is_corresponding":true,"raw_author_name":"Aggeliki Tsohou","raw_affiliation_strings":["Ionian University, Greece"],"raw_orcid":"https://orcid.org/0000-0003-2200-3651","affiliations":[{"raw_affiliation_string":"Ionian University, Greece","institution_ids":["https://openalex.org/I187792471"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5058697220","display_name":"Mikko Siponen","orcid":"https://orcid.org/0000-0001-7041-1313"},"institutions":[{"id":"https://openalex.org/I94722563","display_name":"University of Jyv\u00e4skyl\u00e4","ror":"https://ror.org/05n3dz165","country_code":"FI","type":"education","lineage":["https://openalex.org/I94722563"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Mikko Siponen","raw_affiliation_strings":["University of Jyvaskyla, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Jyvaskyla, Finland","institution_ids":["https://openalex.org/I94722563"]}]},{"author_position":"last","author":{"id":null,"display_name":"Mike Newman","orcid":null},"institutions":[{"id":"https://openalex.org/I155660961","display_name":"University of Turku","ror":"https://ror.org/05vghhr25","country_code":"FI","type":"education","lineage":["https://openalex.org/I155660961"]},{"id":"https://openalex.org/I28407311","display_name":"University of Manchester","ror":"https://ror.org/027m9bs27","country_code":"GB","type":"education","lineage":["https://openalex.org/I28407311"]}],"countries":["FI","GB"],"is_corresponding":false,"raw_author_name":"Mike Newman","raw_affiliation_strings":["University of Manchester, UK","University of Turku, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Manchester, UK","institution_ids":["https://openalex.org/I28407311"]},{"raw_affiliation_string":"University of Turku, Finland","institution_ids":["https://openalex.org/I155660961"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5080067713"],"corresponding_institution_ids":["https://openalex.org/I187792471"],"apc_list":{"value":3140,"currency":"USD","value_usd":3140},"apc_paid":null,"fwci":1.8682,"has_fulltext":true,"cited_by_count":22,"citation_normalized_percentile":{"value":0.86184675,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"35","issue":"1","first_page":"2","last_page":"24"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9958999752998352,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9884999990463257,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6981023550033569},{"id":"https://openalex.org/keywords/service-catalog","display_name":"Service catalog","score":0.6402192115783691},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.6177270412445068},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.5978612899780273},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.5636925101280212},{"id":"https://openalex.org/keywords/service-recovery","display_name":"Service recovery","score":0.5577147603034973},{"id":"https://openalex.org/keywords/service-guarantee","display_name":"Service guarantee","score":0.5396864414215088},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5370800495147705},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5088746547698975},{"id":"https://openalex.org/keywords/information-system","display_name":"Information system","score":0.465899795293808},{"id":"https://openalex.org/keywords/service-system","display_name":"Service system","score":0.43677079677581787},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4193764626979828},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.34120404720306396},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3123204708099365},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.17421239614486694},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.15013986825942993}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6981023550033569},{"id":"https://openalex.org/C189423186","wikidata":"https://www.wikidata.org/wiki/Q7455731","display_name":"Service catalog","level":5,"score":0.6402192115783691},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.6177270412445068},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5978612899780273},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5636925101280212},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.5577147603034973},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.5396864414215088},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5370800495147705},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5088746547698975},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.465899795293808},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.43677079677581787},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4193764626979828},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.34120404720306396},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3123204708099365},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.17421239614486694},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15013986825942993},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C119599485","wikidata":"https://www.wikidata.org/wiki/Q43035","display_name":"Electrical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1177/0268396219856019","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0268396219856019","pdf_url":null,"source":{"id":"https://openalex.org/S135086714","display_name":"Journal of Information Technology","issn_l":"0268-3962","issn":["0268-3962","1466-4437"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information Technology","raw_type":"journal-article"},{"id":"pmh:oai:pure.atira.dk:openaire/32ed2acc-35f6-4227-80e6-594f41061a3f","is_oa":true,"landing_page_url":"https://research.manchester.ac.uk/en/publications/32ed2acc-35f6-4227-80e6-594f41061a3f","pdf_url":null,"source":{"id":"https://openalex.org/S4306400662","display_name":"Research Explorer (The University of Manchester)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I28407311","host_organization_name":"University of Manchester","host_organization_lineage":["https://openalex.org/I28407311"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Tsohou, A, Siponen, M & Newman, M 2019, 'How does information technology\u2013 based service degradation influence consumers\u2019 use of services? An information technology\u2013based service degradation decision theory', Journal of Information Technology, vol. 35, no. 1, pp. 2-24. https://doi.org/10.1177/0268396219856019","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:jyx.jyu.fi:123456789/68075","is_oa":true,"landing_page_url":"http://urn.fi/URN:NBN:fi:jyu-202003052295","pdf_url":"https://jyx.jyu.fi/bitstreams/31ab0f78-1fdb-4f85-bb96-1e6ff80dec8f/download","source":{"id":"https://openalex.org/S4306400563","display_name":"Jyv\u00e4skyl\u00e4 University Digital Archive (University of Jyv\u00e4skyl\u00e4)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I94722563","host_organization_name":"University of Jyv\u00e4skyl\u00e4","host_organization_lineage":["https://openalex.org/I94722563"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"research article"},{"id":"pmh:oai:aisel.aisnet.org:jit-2190","is_oa":false,"landing_page_url":"https://aisel.aisnet.org/jit/vol35/iss1/1","pdf_url":null,"source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Information Technology","raw_type":"text"},{"id":"pmh:oai:pure.atira.dk:publications/32ed2acc-35f6-4227-80e6-594f41061a3f","is_oa":false,"landing_page_url":"https://www.research.manchester.ac.uk/portal/en/publications/how-does-information-technology-based-service-degradation-influence-consumers-use-of-services-an-information-technologybased-service-degradation-decision-theory(32ed2acc-35f6-4227-80e6-594f41061a3f).html","pdf_url":null,"source":{"id":"https://openalex.org/S4306400662","display_name":"Research Explorer (The University of Manchester)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I28407311","host_organization_name":"University of Manchester","host_organization_lineage":["https://openalex.org/I28407311"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":""}],"best_oa_location":{"id":"pmh:oai:pure.atira.dk:openaire/32ed2acc-35f6-4227-80e6-594f41061a3f","is_oa":true,"landing_page_url":"https://research.manchester.ac.uk/en/publications/32ed2acc-35f6-4227-80e6-594f41061a3f","pdf_url":null,"source":{"id":"https://openalex.org/S4306400662","display_name":"Research Explorer (The University of Manchester)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I28407311","host_organization_name":"University of Manchester","host_organization_lineage":["https://openalex.org/I28407311"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Tsohou, A, Siponen, M & Newman, M 2019, 'How does information technology\u2013 based service degradation influence consumers\u2019 use of services? An information technology\u2013based service degradation decision theory', Journal of Information Technology, vol. 35, no. 1, pp. 2-24. https://doi.org/10.1177/0268396219856019","raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":76,"referenced_works":["https://openalex.org/W183173049","https://openalex.org/W194294058","https://openalex.org/W205793710","https://openalex.org/W566876742","https://openalex.org/W1515344529","https://openalex.org/W1558012481","https://openalex.org/W1563786874","https://openalex.org/W1589017738","https://openalex.org/W1608386600","https://openalex.org/W1965676447","https://openalex.org/W1970492996","https://openalex.org/W1970718009","https://openalex.org/W1977267055","https://openalex.org/W1983103629","https://openalex.org/W1983415385","https://openalex.org/W1987213830","https://openalex.org/W1996827355","https://openalex.org/W1999514648","https://openalex.org/W2012325105","https://openalex.org/W2016553103","https://openalex.org/W2023115322","https://openalex.org/W2024076758","https://openalex.org/W2024311545","https://openalex.org/W2025266568","https://openalex.org/W2030999202","https://openalex.org/W2037188133","https://openalex.org/W2038434853","https://openalex.org/W2044744663","https://openalex.org/W2046766407","https://openalex.org/W2047884962","https://openalex.org/W2049593696","https://openalex.org/W2053449272","https://openalex.org/W2058012887","https://openalex.org/W2059441062","https://openalex.org/W2075284967","https://openalex.org/W2077947807","https://openalex.org/W2079633841","https://openalex.org/W2081430061","https://openalex.org/W2084735543","https://openalex.org/W2086673082","https://openalex.org/W2092658134","https://openalex.org/W2102215629","https://openalex.org/W2106099010","https://openalex.org/W2111208684","https://openalex.org/W2114023511","https://openalex.org/W2122509472","https://openalex.org/W2126192745","https://openalex.org/W2131096463","https://openalex.org/W2131628941","https://openalex.org/W2134646220","https://openalex.org/W2135526934","https://openalex.org/W2138529405","https://openalex.org/W2142599319","https://openalex.org/W2146385426","https://openalex.org/W2148799739","https://openalex.org/W2150563888","https://openalex.org/W2151020819","https://openalex.org/W2151694441","https://openalex.org/W2153272837","https://openalex.org/W2157058677","https://openalex.org/W2158369831","https://openalex.org/W2170219224","https://openalex.org/W2180761394","https://openalex.org/W2293834668","https://openalex.org/W2328797030","https://openalex.org/W2344768822","https://openalex.org/W2436292419","https://openalex.org/W2521695965","https://openalex.org/W3125738729","https://openalex.org/W4213318625","https://openalex.org/W4231536446","https://openalex.org/W4238505817","https://openalex.org/W4238576754","https://openalex.org/W4240969601","https://openalex.org/W4242983372","https://openalex.org/W4251155849"],"related_works":["https://openalex.org/W4247942852","https://openalex.org/W1970464914","https://openalex.org/W2075467564","https://openalex.org/W2376259564","https://openalex.org/W2181754809","https://openalex.org/W2114058253","https://openalex.org/W2259637914","https://openalex.org/W3203525190","https://openalex.org/W2354127855","https://openalex.org/W2362715156"],"abstract_inverted_index":{"Information":[0],"technology":[1,16,25,38,61,74,118],"is":[2],"crucial":[3],"for":[4,112,225,268],"modern":[5,57],"services.":[6,259],"Service":[7],"delivery":[8],"may":[9,63,80,154],"include":[10],"a":[11,56,217,222],"complex":[12],"mix":[13],"of":[14,88,194,250,257],"information":[15,24,37,44,50,60,73,104,117,121,141,162,170,230,241,267],"and":[17,22,156,182,197,248],"telecommunication":[18],"providers,":[19,262],"global":[20],"networks":[21],"customers\u2019":[23,101,126,152,227],"devices.":[26],"This":[27],"research":[28,96,109,238],"focuses":[29],"on":[30],"service":[31,46,52,67,106,123,164,172,195,232,243,261,270],"failures":[32],"that":[33,94,148,205],"are":[34],"caused":[35],"by":[36],"problems,":[39],"which":[40,116],"we":[41,139,220],"conceptualize":[42],"as":[43],"technology-based":[45,51,105,122,142,163,171,231,242],"degradation":[47,53,124,165,173],"(ITSD).":[48],"When":[49],"occurs":[54],"in":[55,115,120,207,240,254],"service,":[58],"the":[59,66,78,86,89,113,133,149,161,169,192,198,208,214,255],"problem":[62,90],"originate":[64],"from":[65],"provider,":[68],"another":[69],"partner":[70],"or":[71,131,212],"any":[72],"equipment":[75],"involved.":[76],"But":[77],"customer":[79],"not":[81],"be":[82],"able":[83],"to":[84,128,210,273],"pinpoint":[85],"source":[87],"immediately.":[91],"We":[92,167],"argue":[93],"existing":[95],"can":[97],"only":[98],"partially":[99],"explain":[100],"behavior":[102,153,228],"following":[103,229],"degradation;":[107],"current":[108],"cannot":[110],"account":[111],"way":[114],"characteristics":[119],"influence":[125],"decisions":[127],"continue":[129],"using":[130],"rejecting":[132],"service.":[134,215],"To":[135],"fulfill":[136],"this":[137],"gap,":[138],"interviewed":[140],"services\u2019":[143],"customers.":[144],"Our":[145,234],"interviews":[146],"suggest":[147],"reasons":[150],"affecting":[151],"change":[155],"have":[157],"differing":[158],"importance":[159],"during":[160],"experience.":[166],"theorized":[168],"experience":[174],"into":[175],"five":[176],"stages:":[177],"blaming,":[178],"bypassing,":[179],"tolerating,":[180],"abandoning":[181],"overcoming.":[183],"The":[184],"first":[185],"two":[186],"stages":[187,201],"contain":[188,202],"stage-specific":[189,203],"factors":[190,204],"influencing":[191],"progression":[193],"usage,":[196],"final":[199],"three":[200],"matter":[206],"decision":[209],"use":[211],"quit":[213],"As":[216],"new":[218,237,266],"contribution,":[219],"propose":[221],"stage":[223],"theory":[224,253],"explaining":[226],"degradation.":[233],"results":[235],"outline":[236],"directions":[239],"degradation,":[244],"including":[245],"further":[246],"testing":[247],"refinement":[249],"our":[251,263],"proposed":[252],"case":[256],"different":[258],"For":[260],"findings":[264],"provide":[265],"improving":[269],"recovery":[271],"strategies":[272],"keep":[274],"customers":[275],"engaged.":[276]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":3}],"updated_date":"2026-08-01T09:00:35.917206","created_date":"2025-10-10T00:00:00"}
