The effect of unexpected features on app users’ continuance intention

•For expectancy-based theories, we separate unexpectedness from confirmation.•We incorporate unexpectedness, delight, and customer citizenship behaviors (CCB) into traditional expectancy theories.•Satisfaction is more affected by confirmation and delight is more determined by unexpectedness.•Delight...

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Bibliographische Detailangaben

Veröffentlicht in:	Electronic commerce research and applications 2015-10, Vol.14 (6), p.418-430
Hauptverfasser:	Hsu, Jack Shih-Chieh, Lin, Tung-Ching, Fu, Tzu-Wei, Hung, Yu-Wen
Format:	Artikel
Sprache:	eng
Schlagworte:	Analysis App Behavior Citizenship Consumer behavior Delight Electronic commerce Expectation confirmation theory (ECT) Studies Unexpectedness
Online-Zugang:	Volltext
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