Understanding the impact of digital service failure on users: Integrating Tan’s failure and DeLone and McLean’s success model
作者：
Highlights：
• The study introduces a Digital Services Failure Model for evaluating impact of digital service failure.
• It integrates DeLone and Mclean’s Information Success Model and Tan’s Services Failure Model.
• The proposed model is validated empirically using survey and structured equation modeling.
• Findings indicate that information, functional, system and service failure have high impact.
摘要
•The study introduces a Digital Services Failure Model for evaluating impact of digital service failure.•It integrates DeLone and Mclean’s Information Success Model and Tan’s Services Failure Model.•The proposed model is validated empirically using survey and structured equation modeling.•Findings indicate that information, functional, system and service failure have high impact.
论文关键词：Information systems success,Information systems failure,Service failure,Digital services,Expectation disconfirmation theory
论文评审过程：Received 9 April 2019, Revised 19 March 2020, Accepted 19 March 2020, Available online 2 April 2020, Version of Record 2 April 2020.
论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2020.102119
