Shackled to the Status Quo: The Inhibiting Effects of Incumbent System Habit, Switching Costs, and Inertia on New System Acceptance1

Polites, Greta L.; Karahanna, Elena

doi:10.2307/41410404

Cited by 679Technology Adoption and User BehaviourInformation Systems Theories and ImplementationERP Systems Implementation and Impact

Shackled to the Status Quo: The Inhibiting Effects of Incumbent System Habit, Switching Costs, and Inertia on New System Acceptance1

Polites, Greta L., Karahanna, Elena·2012·MIS Quarterly

DOI 10.2307/41410404

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Abstract

Given that adoption of a new system often implies fully or partly replacing an incumbent system, resistance is often manifested as failure of a user to switch from an incumbent technology to a newly introduced one. Thus, a potential source of resistance to adopting a new system lies in the use of an incumbent system. Using the status quo bias and habit literatures as theoretical lenses, the study explains how use of an incumbent system negatively impacts new system perceptions and usage intentions. We argue that habitual use of an incumbent system, rationalization due to perceived transition costs, and psychological commitment due to perceived sunk costs all encourage development of inertia. Inertia in turn fully mediates the impact of these incumbent system constructs on constructs related to acceptance of the new system via psychological commitment based on cognitive consistency and by increasing the importance of normative pressures. Specifically, we hypothesize that inertia leads to decreased perceptions of the ease of use and relative advantage of a newly introduced system and has a negative impact on intentions to use the new system, above and beyond its impact through perceptions. Finally, we hypothesize that inertia moderates the relationship between subjective norm and intention, such that normative pressures to use a new system become more important in the presence of inertia. Empirical results largely support the hypothesized relationships showing the inhibiting effect of incumbent-system habit, transition and sunk costs, and inertia on acceptance of a new system. Our study thus extends theoretical understanding of the role of incumbent system constructs such as habit and inertia in technology acceptance, and lays the foundations for further study of the interplay between perceptions and cognition with respect to the incumbent system and those with respect to a new system.

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The decision to upgrade represents a departure from the users' status quo compared with the decision to retain a premium subscription.
“Compared with the decision to retain a premium subscription, the decision to upgrade represents a departure from the users' status quo”
From What drives subscribing to premium in freemium services? A consumer value‐based view of differences between upgrading to and staying with premium (2020) · cites this paper as Polites & Karahanna, 2012
Intention to retain the premium subscription means continuance of an existing behavior, while intention to upgrade from free to premium means a departure from the user's status quo.
“While the intention to retain the premium subscription essentially means continuance of an existing behavior, the intention to upgrade from free to the premium subscription means a departure from the user's status quo (Kim & Kankanhalli, 2009;Polites & Karahanna, 2012).”
From What drives subscribing to premium in freemium services? A consumer value‐based view of differences between upgrading to and staying with premium (2020) · cites this paper as Polites & Karahanna, 2012
Inertia can be divided into cognitive inertia and affective inertia.
“Moreover, inertia can be divided into two distinct measures: first, cognitive inertia and second, affective inertia (Greenfield 2005; Polites and Karahanna 2012).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Polites and Karahanna 2012

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Method
Consumer Resistance to Innovation in Services: Challenges and Barriers in the Internet of Things Era
Mani, Z., & Chouk, I. (2018) · Journal of Product Innovation Management · doi:10.1111/jpim.12463 · Cited by 405 · see citing works
Explaining the link between technostress and technology addiction for social networking sites: A study of distraction as a coping behavior
Tarafdar, M., Maier, C., Laumer, S., & Weitzel, T. (2019) · Information Systems Journal · doi:10.1111/isj.12253 · Cited by 355 · see citing works
“In the IS literature, the habit of using a particular IS predisposes individuals to greater use of that IS in an automatic way, implies less effort in using it, and prevents switching to a new system (Limayem and Hirt 2003; Polites and Karahanna 2012).”
Background
Quitting the use of a habituated hedonic information system: a theoretical model and empirical examination of Facebook users
Turel, O. (2014) · European Journal of Information Systems · doi:10.1057/ejis.2014.19 · Cited by 320 · see citing works
“Similarly, hednic-IS use habit can weaken self-observation processes (Polites & Karahanna, 2012), that is, paying attention to the problematic behavior and its consequences, which are essential in self-regulatory attempts (Bandura, 1998), make the discontinuance act deem unattainable, and devalue…”
Background
The value proposition of food delivery apps from the perspective of theory of consumption value
Kaur, P., Dhir, A., Talwar, S., & Ghuman, K. (2021) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-05-2020-0477 · Cited by 377 · see citing works
Understanding users' switching behavior of mobile instant messaging applications: An empirical study from the perspective of push-pull-mooring framework
Sun, Y., Liu, D., Chen, S., Wu, X., Shen, X., & Zhang, X. (2017) · Computers in Human Behavior · doi:10.1016/j.chb.2017.06.014 · Cited by 307 · see citing works
“Inertia will result in lowered perceptions of the ease of use and relative advantages of an alternative system and have a negative effect on the intention to adopt it (Polites & Karahanna, 2012).”
BackgroundMethodInfluential
Chinese university students' acceptance of MOOCs: A self-determination perspective
Zhou, M. (2015) · Computers & Education · doi:10.1016/j.compedu.2015.10.012 · Cited by 296 · see citing works
“Recent studies have shown that subjective norms have a significant impact on intention to use technology (Polites & Karahanna, 2012; Sánchez & Hueros, 2010; Sicilia et al., 2015).”
Background
An empirical investigation of end-users’ switching toward cloud computing: A two factor theory perspective
Park, S. C., & Ryoo, S. Y. (2012) · Computers in Human Behavior · doi:10.1016/j.chb.2012.07.032 · Cited by 276 · see citing works
Prediction‐Oriented Model Selection in Partial Least Squares Path Modeling
Sharma, P. N., Galit Shmueli, A., Sarstedt, M., Danks, N. P., & Ray, S. (2018) · Decision Sciences · doi:10.1111/deci.12329 · Cited by 294 · see citing works
“…the unified theory of acceptance and use of technology (UTAUT) model (Venkatesh, Morris, Davis & Davis, 2003; Venkatesh, Brown, Maruping & Bala, 2008) or other models of information systems success (e.g., Polites & Karahanna, 2012; Iyengar, Sweeney & Montealegre, 2015; Park, Sharman & Rao, 2015).”
Background
The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective
Wang, W., Ou, W., & Chen, W.-Y. (2018) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2018.10.011 · Cited by 287 · see citing works
Understanding SaaS adoption from the perspective of organizational users: A tripod readiness model
Yang, Z., Sun, J., Zhang, Y., & Wang, Y. (2015) · Computers in Human Behavior · doi:10.1016/j.chb.2014.12.022 · Cited by 269 · see citing works
“Even when there is a fit between an organization and a SaaS solution, the adoption may still encounter strong resistance due to inhibiting factors such as incumbent system habits, switching costs or simply inertia against changes (Polites & Karahanna, 2012).”
Background
Wearable technology: What explains continuance intention in smartwatches?
Nascimento, B., Oliveira, T., & Tam, C. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.03.017 · Cited by 269 · see citing works
Acceptance and resistance of telehealth: The perspective of dual-factor concepts in technology adoption
Tsai, J.-M., Cheng, M.-J., Tsai, H.-H., Hung, S.-W., & Chen, Y.-L. (2019) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2019.03.003 · Cited by 257 · see citing works
The mediating effects of habit on continuance intention
Amoroso, D. L., & Lim, R. A. (2017) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.05.003 · Cited by 273 · see citing works
Research Commentary—Informing Privacy Research Through Information Systems, Psychology, and Behavioral Economics: Thinking Outside the “APCO” Box
Dinev, T., McConnell, A. R., & Smith, H. J. (2015) · Information Systems Research · doi:10.1287/isre.2015.0600 · Cited by 256 · see citing works
Building dynamic capabilities by leveraging big data analytics: The role of organizational inertia
Mikalef, P., van de Wetering, R., & Krogstie, J. (2020) · Information & Management · doi:10.1016/j.im.2020.103412 · Cited by 275 · see citing works
“Psychology Resistance to change due to overwhelming negative emotions caused by threat perception Individual [9,34]”
Background
Continuance intention of online technologies: A systematic literature review
Yan, M., Filieri, R., & Gorton, M. (2021) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2021.102315 · Cited by 260 · see citing works
Tortoise, not the hare: Digital transformation of supply chain business processes
Hartley, J. L., & Sawaya, W. J. (2019) · Business Horizons · doi:10.1016/j.bushor.2019.07.006 · Cited by 226 · see citing works
Easy come or easy go? Empirical evidence on switching behaviors in mobile payment applications
Wang, L., Luo, X. R., Yang, X., & Qiao, Z. (2019) · Information & Management · doi:10.1016/j.im.2019.02.005 · Cited by 227 · see citing works
Technostress and the hierarchical levels of personality: a two-wave study with multiple data samples
Maier, C., Laumer, S., Wirth, J., & Weitzel, T. (2019) · European Journal of Information Systems · doi:10.1080/0960085x.2019.1614739 · Cited by 210 · see citing works
“The mean value of PIIT di ﬀ ers in both samples, but this is also seen in the previous IS research (Agarwal and Prasad 1998; Polites & Karahanna, 2012).”
BackgroundResultInfluential
The dual-process model of product information and habit in influencing consumers’ purchase intention: The role of live streaming features
Chen, H., Chen, H., & Tian, X. (2022) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2022.101150 · Cited by 222 · see citing works
Integrating and synthesising technostress research: a meta-analysis on technostress creators, outcomes, and IS usage contexts
Nastjuk, I., Trang, S. T.-N., Grummeck-Braamt, J.-V., Adam, M. T. P., & Tarafdar, M. (2023) · European Journal of Information Systems · doi:10.1080/0960085x.2022.2154712 · Cited by 228 · see citing works
“Two types of switching costs have been discussed in the IS literature: sunk costs and transition costs (Kim & Kankanhalli, 2009; Polites & Karahanna, 2012; Maier, Laumer, Weinert, et al., 2015).”
Background
Good habits gone bad: Explaining negative consequences associated with the use of mobile phones from a dual‐systems perspective
Soror, A. A., Hammer, B. I., Steelman, Z. R., Davis, F. D., & Limayem, M. (2015) · Information Systems Journal · doi:10.1111/isj.12065 · Cited by 204 · see citing works
“…the rational decision-making perspective dominating the information systems (IS) literature (Limayem et al ., 2007; Ortiz de Guinea & Markus, 2009; Polites & Karahanna, 2012) by focusing more on the re ﬂ exive system, rather than the more traditional re ﬂ ective system introduced in the…”
Background
Switching from cash to mobile payment: what's the hold-up?
Loh, X.-M., Lee, V., Tan, G. W., Ooi, K., & Dwivedi, Y. K. (2020) · Internet Research · doi:10.1108/intr-04-2020-0175 · Cited by 214 · see citing works
Consumer resistance and inertia of retail investors: Development of the resistance adoption inertia continuance (RAIC) framework
Seth, H., Talwar, S., Bhatia, A., Saxena, A., & Dhir, A. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102071 · Cited by 207 · see citing works
Citizen Adoption of E-Government Services: Exploring Citizen Perceptions of Online Services in the United States and United Kingdom
Carter, L. D., Weerakkody, V., Phillips, B., & Dwivedi, Y. K. (2016) · Information Systems Management · doi:10.1080/10580530.2016.1155948 · Cited by 199 · see citing works
“…Crant, 2008; Dickinger, Arami, & Meyer, 2008; Gefen et al., 2003; Herath et al., 2014; Irani et al., 2009; Lu, Deng, & Wang, 2010; Pai & Huang, 2011; Polites & Karahanna, 2012; Shareef, Kumar, Kumar, & Dwivedi, 2011; Sila, 2010; Sipior et al., 2011; Strader, Ramaswami, & Houle, 2007; Sykes,…”
Toward the human – Centered approach. A revised model of individual acceptance of AI
Giudice, M. D., Scuotto, V., Orlando, B., & Mustilli, M. (2021) · Human Resource Management Review · doi:10.1016/j.hrmr.2021.100856 · Cited by 203 · see citing works
Why end-users move to the cloud: a migration-theoretic analysis
Bhattacherjee, A., & Park, S. C. (2013) · European Journal of Information Systems · doi:10.1057/ejis.2013.1 · Cited by 187 · see citing works
A paradoxical perspective on technology renewal in digital transformation
Wimelius, H., Mathiassen, L., Holmström, J., & Keil, M. (2020) · Information Systems Journal · doi:10.1111/isj.12307 · Cited by 198 · see citing works
“…how foundational legacy technologies contribute to deeply ingrained structures (Fichman & Kemerer, 1997) and processes that are difficult to change (Polites & Karahanna, 2012; Robey et al., 2002; Wessel et al., 2020), even in the face of strategic attempts to use new technology to shift…”
BackgroundInfluential
Information quality, user satisfaction, and the manifestation of workarounds: a qualitative and quantitative study of enterprise content management system users
Laumer, S., Maier, C., & Weitzel, T. (2017) · European Journal of Information Systems · doi:10.1057/s41303-016-0029-7 · Cited by 209 · see citing works
Examining the beneficial effects of individual's self-disclosure on the social network site
Huang, H. (2015) · Computers in Human Behavior · doi:10.1016/j.chb.2015.12.030 · Cited by 185 · see citing works
Impact of organizational inertia on business model innovation, open innovation and corporate performance
Moradi, E., Jafari, S. M., Doorbash, Z., & Mirzaei, A. (2021) · Asia Pacific Management Review · doi:10.1016/j.apmrv.2021.01.003 · Cited by 159 · see citing works
Enablers and Inhibitors of AI-Powered Voice Assistants: A Dual-Factor Approach by Integrating the Status Quo Bias and Technology Acceptance Model
Balakrishnan, J., Dwivedi, Y. K., Hughes, L., & Boy, F. (2021) · Information Systems Frontiers · doi:10.1007/s10796-021-10203-y · Cited by 193 · see citing works
“The variables—inertia and switching costs have received more attention in the literature than the remaining variables within IS research (Lucia-Palacios et al., 2016; Polites & Karahanna, 2012).”
The Embeddedness of Information Systems Habits in Organizational and Individual Level Routines: Development and Disruption1
Polites, G. L., & Karahanna, E. (2013) · MIS Quarterly · doi:10.25300/misq/2013/37.1.10 · Cited by 174 · see citing works
“Given that new systems are often introduced to only partially replace incumbent systems, IS researchers have also begun to investigate how incumbent system habits may inhibit adoption and use of new systems (Polites and Karahanna 2012).”
Self-citation
Distinguishing the effects of B2B information quality, system quality, and service outcome quality on trust and distrust
McKnight, D. H., Lankton, N. K., Nicolaou, A. I., & Price, J. B. (2017) · The Journal of Strategic Information Systems · doi:10.1016/j.jsis.2017.01.001 · Cited by 185 · see citing works
NeuroIS—Alternative or Complement to Existing Methods? Illustrating the Holistic Effects of Neuroscience and Self-Reported Data in the Context of Technostress Research
Montréal, H., Tams, S., Hill, K. M., Montréal, H., de Guinea, A. O., Montréal, H., Thatcher, J. B., & Grover, V. (2014) · Journal of the Association for Information Systems · doi:10.17705/1jais.00374 · Cited by 173 · see citing works
“We conducted our experiment using student subjects since using students reduced the number of confounding variables and increased the internal validity of our results (Appan & Browne, 2012; Polites & Karahanna, 2012).”
Method
Analyzing the impact of HRIS implementations on HR personnel’s job satisfaction and turnover intention
Maier, C., Laumer, S., Eckhardt, A., & Weitzel, T. (2012) · The Journal of Strategic Information Systems · doi:10.1016/j.jsis.2012.09.001 · Cited by 162 · see citing works
Who Do You Think You Are? Common and Differential Effects of Social Self-Identity on Social Media Usage
Pan, Z., Lu, Y., Wang, B., & Chau, P. Y. K. (2017) · Journal of Management Information Systems · doi:10.1080/07421222.2017.1296747 · Cited by 163 · see citing works
“To better understand the relationships between social self-identity and reinforced use and varied use, we identify members’ inertia, one of the most relevant individual factors for understanding IS use [90], as a plausible moderator.”
BackgroundMethodInfluential
Regulatory focus and technology acceptance: Perceived ease of use and usefulness as efficacy
He, Y., Chen, Q., & Kitkuakul, S. (2018) · Cogent Business & Management · doi:10.1080/23311975.2018.1459006 · Cited by 176 · see citing works
“…the construct of self-efficacy has long been associated with perceived ease of use in the IS adoption literature (Pavlou & Fygenson, 2006; Polites & Karahanna 2012); and psychology research has intimated that the perceived usefulness belief is associated with the response efficacy…”
Background
The impacts of distributional and peer-induced fairness concerns on the decision-making of order allocation in logistics service supply chain
Liu, W., Wang, D., Shen, X., Yan, X., & Wei, W. (2018) · Transportation Research Part E Logistics and Transportation Review · doi:10.1016/j.tre.2018.05.006 · Cited by 152 · see citing works
Extended Technology Acceptance Model to Predict Mobile-Based Money Acceptance and Sustainability: A Multi-Analytical Structural Equation Modeling and Neural Network Approach
Gbongli, K., Xu, Y., & Amedjonekou, K. M. (2019) · Sustainability · doi:10.3390/su11133639 · Cited by 155 · see citing works
“Notably, the construct of SEMM has long been associated with perceived ease-of-use in the IS adoption literature [154].”
Background
Understanding users' intention to switch personal cloud storage services: Evidence from the Chinese market
Wu, K., Vassileva, J., & Zhao, Y. C. (2016) · Computers in Human Behavior · doi:10.1016/j.chb.2016.11.039 · Cited by 147 · see citing works
Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks
Rzepka, C., Berger, B., & Hess, T. (2021) · Information Systems Frontiers · doi:10.1007/s10796-021-10226-5 · Cited by 138 · see citing works
“To recruit students, we advertised the laboratory experiment via student mailing lists and on site at a large public university, as is frequently done in related studies (e.g., Polites and Karahanna (2012)).”
Method
Inertia in Routines: A Hidden Source of Organizational Variation
Yi, S., Knudsen, T., & Becker, M. C. (2016) · Organization Science · doi:10.1287/orsc.2016.1059 · Cited by 149 · see citing works
Factors Influencing the Adoption of Online Health Consultation Services: The Role of Subjective Norm, Trust, Perceived Benefit, and Offline Habit
Gong, Z., Han, Z., Li, X., Yu, C., & Reinhardt, J. D. (2019) · Frontiers in Public Health · doi:10.3389/fpubh.2019.00286 · Cited by 154 · see citing works
“Habit is considered as an automatic behavioral process, which makes individuals do not evaluate the benefit and cost of their ongoing behavior (68).”
Background
Factors Influence Students’ Switching Behavior to Online Learning under COVID-19 Pandemic: A Push–Pull–Mooring Model Perspective
Lin, C., Jin, Y. Q., Zhao, Q., Yu, S.-W., & Su, Y.-S. (2021) · The Asia-Pacific Education Researcher · doi:10.1007/s40299-021-00570-0 · Cited by 155 · see citing works
Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail
Kamoonpuri, S. Z., & Sengar, A. (2023) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2023.103258 · Cited by 157 · see citing works
Healthcare professionals’ use of health clouds: Integrating technology acceptance and status quo bias perspectives
Hsieh, P.-J. (2015) · International Journal of Medical Informatics · doi:10.1016/j.ijmedinf.2015.03.004 · Cited by 140 · see citing works
What drives subscribing to premium in freemium services? A consumer value‐based view of differences between upgrading to and staying with premium
Mäntymäki, M., Islam, A. K. M. N., & Benbasat, I. (2020) · Information Systems Journal · doi:10.1111/isj.12262 · Cited by 143 · see citing works
“While the intention to retain the premium subscription essentially means continuance of an existing behavior, the intention to upgrade from free to the premium subscription means a departure from the user's status quo (Kim & Kankanhalli, 2009; Polites & Karahanna, 2012).”
Background
Psychosocial Factors Affecting Artificial Intelligence Adoption in Health Care in China: Cross-Sectional Study
Ye, T., Xue, J., He, M., Gu, J., Lin, H., Xu, B., & Cheng, Y. (2019) · Journal of Medical Internet Research · doi:10.2196/14316 · Cited by 141 · see citing works
“The 2 main inhibitors are regret avoidance (lessons from experiences that have taught individuals to avoid regrettable consequences) and inertia (an individual’s attachment to his or her current situation even if there are better alternatives or incentives to change) [51,55].”
A dual-factor model of loyalty to IT product – The case of smartphones
Lin, T., Huang, S., & Hsu, C.-J. (2015) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2015.01.001 · Cited by 147 · see citing works
A Triadic Reflective-Impulsive-Interoceptive Awareness Model of General and Impulsive Information System Use: Behavioral Tests of Neuro-Cognitive Theory
Turel, O., & Bechara, A. (2016) · Frontiers in Psychology · doi:10.3389/fpsyg.2016.00601 · Cited by 144 · see citing works
Exploring the competing influences of privacy concerns and positive beliefs on citizen acceptance of contact tracing mobile applications
Fox, G., Clohessy, T., van der Werff, L., Rosati, P., & Lynn, T. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2021.106806 · Cited by 138 · see citing works
“This has resulted in a shift in focus towards understanding individuals ’ behaviors after the initial adoption of a new technology, often with an emphasis on understanding why individuals discontinue use (Polites & Karahanna, 2012; Recker, 2016).”
Background
Behavioral Intention to Use Mobile Learning: Evaluating the Role of Self-Efficacy, Subjective Norm, and WhatsApp Use Habit
Kumar, J. A., Bervell, B., Annamalai, N., & Osman, S. B. (2020) · IEEE Access · doi:10.1109/access.2020.3037925 · Cited by 145 · see citing works
“Habit has been found to inhibits the behavior of adopting new mobile applications [61].”
Background
Understanding online community citizenship behaviors through social support and social identity
Chiu, C., Huang, H., Cheng, H., & Sun, P. (2015) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2015.04.009 · Cited by 135 · see citing works
To use or not to use: Modelling end user grumbling as user resistance in pre-implementation stage of enterprise resource planning system
Mahmud, I., Ramayah, T., & Kurnia, S. (2017) · Information Systems · doi:10.1016/j.is.2017.05.005 · Cited by 131 · see citing works
Embracing diversity through mixed methods research
Ågerfalk, P. J. (2013) · European Journal of Information Systems · doi:10.1057/ejis.2013.6 · Cited by 131 · see citing works
Alone or together? Exploring the role of desire for online group gaming in players’ social game addiction
Gong, X., Zhang, K. Z. K., Cheung, C. M. K., Chen, C., & Lee, M. (2019) · Information & Management · doi:10.1016/j.im.2019.01.001 · Cited by 133 · see citing works
Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism
Pereira, H. G., Salgueiro, M. D. F., & Rita, P. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.01.003 · Cited by 140 · see citing works
“To summarize, there is large evidence suggesting that inertia plays a very important role in consumer choice and satisfaction (Polites and Karahanna, 2012).”
Background
Explicit and Implicit Antecedents of Users' Behavioral Beliefs in Information Systems: A Neuropsychological Investigation
de Guinea, A. O., Titah, R., & Léger, P. (2014) · Journal of Management Information Systems · doi:10.2753/mis0742-1222300407 · Cited by 127 · see citing works
“to get a deeper understanding of the interactions between D and E and between ML and F, we conducted a partial derivative analysis [91, 120] as shown in tables 3 and 4.”
Method
Continuance of protective security behavior: A longitudinal study
Warkentin, M. E., Johnston, A. C., Shropshire, J., & Barnett, W. D. (2016) · Decision Support Systems · doi:10.1016/j.dss.2016.09.013 · Cited by 127 · see citing works
Choosing a Fit Technology: Understanding Mindfulness in Technology Adoption and Continuance
Sun, H., Fang, Y., & Zou, H. (2016) · Journal of the Association for Information Systems · doi:10.17705/1jais.00431 · Cited by 134 · see citing works
“…Issue 6 Also, individuals often find it hard to abandon a technology at the post-adoptive stage because of factors such as inertia and sunk costs (Polites & Karahanna, 2012), but mindfully abandoning a technology prevents further sunk costs and helps the user reap benefits from a better…”
Background
Business model innovation and organizational resilience: towards an integrated conceptual framework
Buliga, O., Scheiner, C. W., & Voigt, K. (2015) · Journal of Business Economics · doi:10.1007/s11573-015-0796-y · Cited by 125 · see citing works
“…a notable difference between inertia and the mere continuation of the established business activities, due to organizational robustness: inert organizations prefer the established course of action, regardless of better alternatives or of existing incentives for change (Polites and Karahanna 2012).”
Background
Medical practitioner's adoption of intelligent clinical diagnostic decision support systems: A mixed-methods study
Prakash, A. V., & Das, S. (2021) · Information & Management · doi:10.1016/j.im.2021.103524 · Cited by 128 · see citing works
Exploring the inhibitors of online health service use intention: A status quo bias perspective
Zhang, X., Guo, X., Wu, Y., Lai, K.-H., & Vogel, D. (2017) · Information & Management · doi:10.1016/j.im.2017.02.001 · Cited by 126 · see citing works
Understanding the role of user resistance on mobile learning usage among university students
Kim, H., Lee, J.-M., & Rha, J. (2017) · Computers & Education · doi:10.1016/j.compedu.2017.05.015 · Cited by 122 · see citing works
User Personality and Resistance to Mandatory Information Systems in Organizations: A Theoretical Model and Empirical Test of Dispositional Resistance to Change
Laumer, S., Maier, C., Eckhardt, A., & Weitzel, T. (2015) · Journal of Information Technology · doi:10.1057/jit.2015.17 · Cited by 120 · see citing works
“Whereas ease of use and usefulness are based on the characteristics of a speci ﬁ c IS, resistance to change is a perception of the change induced by the implementation of a new IS (Oreg, 2006; Polites and Karahanna, 2012).”
BackgroundMethodResultInfluential
An empirical investigation of patients’ acceptance and resistance toward the health cloud: The dual factor perspective
Hsieh, P.-J. (2016) · Computers in Human Behavior · doi:10.1016/j.chb.2016.06.029 · Cited by 112 · see citing works
How and why trust matters in post-adoptive usage: The mediating roles of internal and external self-efficacy
Tams, S., Thatcher, J. B., & Craig, K. (2017) · The Journal of Strategic Information Systems · doi:10.1016/j.jsis.2017.07.004 · Cited by 110 · see citing works
Becoming a blockchain user: understanding consumers’ benefits realisation to use blockchain-based applications
Raddatz, N. I., Coyne, J. G., Menard, P., & Crossler, R. E. (2021) · European Journal of Information Systems · doi:10.1080/0960085x.2021.1944823 · Cited by 112 · see citing works
“…al., 2007), user resistance before new system implementation (Hirschheim & Newman, 1988; Kim & Kankanhalli, 2009), user acceptance of a new system (Polites & Karahanna, 2012), user resistance to information security policy changes (Malimage et al., 2019) and individual decisions and behaviours…”
BackgroundMethodInfluential
Habits and the electronic herd: the psychology behind social media’s successes and failures
Anderson, I. A., & Wood, W. (2021) · Consumer Psychology Review · doi:10.1002/arcp.1063 · Cited by 108 · see citing works
Developing and validating a technology upgrade model
Wang, Y.-Y., Wang, Y.-S., & Lin, T. (2017) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.07.003 · Cited by 106 · see citing works
“Previous research has proposed that procedural switching costs and bene ﬁ t loss costs are causes of user resistance and demand reduction (Kim & Kankanhalli, 2009; Perera & Kim, 2007; Polites & Karahanna, 2012; Samuelson & Zeckhauser, 1988; Yanamandram & White,2010).”
BackgroundMethodResultInfluential
Transition from web to mobile payment services: The triple effects of status quo inertia
Gong, X., Zhang, K. Z. K., Chen, C., Cheung, C. M. K., & Lee, M. (2019) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2019.08.006 · Cited by 105 · see citing works
Continuance intention of baby boomer and X generation as new users of digital payment during COVID-19 pandemic using UTAUT2
Santosa, A. D., Taufik, N., Prabowo, F. H. E., & Rahmawati, M. (2021) · Journal of Financial Services Marketing · doi:10.1057/s41264-021-00104-1 · Cited by 105 · see citing works
Sharing Economy: Review of Current Research and Future Directions
Narasimhan, C., Papatla, P., Jiang, B., Kopalle, P. K., Messinger, P. R., Moorthy, S., Proserpio, D., Subramanian, U., Wu, C., & Zhu, T. (2017) · Customer Needs and Solutions · doi:10.1007/s40547-017-0079-6 · Cited by 104 · see citing works
Planned Risk Information Avoidance: A Proposed Theoretical Model
Deline, M. B., & Kahlor, L. A. (2019) · Communication Theory · doi:10.1093/ct/qty035 · Cited by 104 · see citing works
Toward a refined conceptualization of IS discontinuance: Reflection on the past and a way forward
Soliman, W., & Rinta-Kahila, T. (2019) · Information & Management · doi:10.1016/j.im.2019.05.002 · Cited by 102 · see citing works
Understanding compulsive smartphone use: An empirical test of a flow-based model
Chen, C., Zhang, K. Z. K., Gong, X., Zhao, S. J., Lee, M., & Liang, L. (2017) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.04.009 · Cited by 108 · see citing works
“Then, we used the scores as the formative items of the two constructs (Polites & Karahanna, 2012).”
Method
How to measure the status quo bias? A review of current literature
Godefroid, M.-E., Plattfaut, R., & Niehaves, B. (2023) · Management Review Quarterly · doi:10.1007/s11301-022-00283-8 · Cited by 101 · see citing works
“For example, inertia can negatively influence the intention to use a new system (Polites and Karahanna 2012).”
Background
Mobile marketing technology adoption in service SMEs: a multi-perspective framework
Eze, S. C., Chinedu-Eze, V. C., Bello, A. O., Inegbedion, H., Nwanji, T. I., & Asamu, F. (2019) · Journal of Science and Technology Policy Management · doi:10.1108/jstpm-11-2018-0105 · Cited by 112 · see citing works
“Similarly, studies (Hong et al., 2011; Polites and Karahanna, 2012) note that ease of use is the prerequisite for adoption and use of IT application while others (Moore and Benbasat, 1991; Venkatesh and Davis, 1996) have also found a positive relationship between ease of use and adoption of IT…”
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Why do people switch mobile payment service platforms? An empirical study in Taiwan
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“Polites and Karahanna (2012) survey users to investigate the interaction between habit, inertia, and switching costs in user switching intention between group collaboration systems.”
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“To address both the attributes of the technology and the attributes of the usage environment that may cause nonadopters to overcome the stalls in accepting and using new technology [Polites and Karahanna, 2011; Ram and Sheth, 1989], we propose a modified version of TAM.”
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Work routines as an object of resistance during information systems implementations: theoretical foundation and empirical evidence
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“Consequently, we also assume following Polites & Karahanna (2012) and Laumer et al (2015) that: C6 – 10 : The higher an employee ’ s dispositional resistance to change, the higher his or her perceptual resistance to change and the more negative his or her perception of the technology, work routines…”
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“On the flip side, the habit of using one system (i.e., email) hindered the acceptance of an alternative system (i.e., Google Docs) by increasing the inertia which reduces the sensitivity to advantage and easiness of the alternative system (Polites and Karahanna 2012).”
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“Based on our view, Polites & Karahanna (2012) can be the only study that investigated the role of sunk costs independent from that of transition costs based on SQBP.”
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“Prior research has explicitly used the SQB perspective to explain the inhibiting effect of switching costs on user resistance to a new system [10,34,36].”
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“3‐item scale adapted from Fishbein and Ajzen [20] and Polites and Karahanna [53].”
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Authors: Polites, G. L., & Karahanna, E.
Affiliations: Bucknell University (US)
University of Georgia (US)
ORCID: Polites, Greta L.
Karahanna, Elena
Venue: MIS Quarterly
Publisher: MIS Quarterly
Published: 2012-03-01
Volume: 36
Issue: 1
Pages: 21-42
ISSN: 0276-7783 (ISSN-L)
2162-9730
DOI: 10.2307/41410404
OpenAlex: W104754383
Cited by: 679
References: 99
Citations by year: 2026: 19 · 2025: 27 · 2024: 44 · 2023: 74 · 2022: 66 · 2021: 85 · 2020: 52 · 2019: 61 · 2018: 40 · 2017: 49 · 2016: 38 · 2015: 50 · 2014: 40 · 2013: 21 · 2012: 11
FWCI: 79.69
Type: journal article
Language: en
Open access: closed
Locations: MIS Quarterly (publishedVersion)
Topics: Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
Social Sciences › Sociology and Political Science › Information Systems Theories and Implementation
Social Sciences › Business, Management and Accounting › Management Information Systems › ERP Systems Implementation and Impact
Keywords: inertia, status quo bias, switching costs, sunk costs, technology adoption, technology acceptance, resistance to change, perceived ease of use, relative advantage, intention to use, subjective norms, normative pressure, cognitive consistency, psychological commitment

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Shackled to the Status Quo: The Inhibiting Effects of Incumbent System Habit, Switching Costs, and Inertia on New System Acceptance1

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