Many users experience frustrating incidents with mobile applications. However, most users do not complain about their highly negative incidents to the application providers. Such dissatisfied non-complainers cause damage to application providers: they tend to exit, switch, and spread negative word-of-mouth. Therefore, it is important to understand why mobile users do not complain about their highly negative incidents. Within information systems (IS), there are no explanations for this dilemma. To address this gap, we conducted a qualitative study. By utilizing the theory of coping as a theoretical lens, we generated a mobile-specific theory that comprises problem-focused and emotion-focused coping strategies as well as control aspects. As a theoretical contribution, we attempt to advance IS research on post-adoptive behaviors and offer one answer to the calls for studying the role of emotions within IS. We also provide practical implications for application providers to better support their users to cope with negative incidents.
Markus Salo, Markus Makkonen (University of Jyväskylä), Riitta Hekkala (Aalto University): “I just cursed and opened a beer”: Explaining Mobile Users’ Non-Complaining Behavior Through Coping