Authors: Montri Lawkobkit; Mark Speece
Addresses: Faculty of Business Administration, Sripatum University, 61 Phaholyothin Road, Jatujak, Bangkok, 10900, Thailand ' College of Business and Economics, American University of Kuwait, P.O. Box 3323, Safat 13034, Kuwait
Abstract: This study integrates service fairness into a post-acceptance model of information system continuance. This study added constructs based on Greenberg's (1993) four-component taxonomy of organisational justice. The research model seeks to be useful in predicting post-acceptance satisfaction, which enhances continued usage of services together with a technological product. The results show that perceived usefulness and satisfaction influence continuance intention, as the post-acceptance model predicts. Three of the four distinct service fairness dimensions, systemic, configural and interpersonal fairness significantly enhanced post-acceptance satisfaction. However, the relationship between informational fairness and satisfaction was negative and significant.
Keywords: post-acceptance satisfaction; post-acceptance model; PAM; service management; service fairness; information systems; IS usage; information system continuance; continuance models; cloud computing; Greenberg; taxonomy of organisational justice; perceived usefulness; continuance intention; modelling.
International Journal of Internet and Enterprise Management, 2014 Vol.8 No.3, pp.263 - 285
Received: 14 Nov 2012
Accepted: 19 Oct 2013
Published online: 05 Feb 2014 *