{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,5]],"date-time":"2026-06-05T22:40:11Z","timestamp":1780699211732,"version":"3.54.1"},"reference-count":90,"publisher":"Elsevier BV","license":[{"start":{"date-parts":[[2020,8,1]],"date-time":"2020-08-01T00:00:00Z","timestamp":1596240000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/tdm\/userlicense\/1.0\/"},{"start":{"date-parts":[[2020,8,1]],"date-time":"2020-08-01T00:00:00Z","timestamp":1596240000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/legal\/tdmrep-license"}],"content-domain":{"domain":["elsevier.com","sciencedirect.com"],"crossmark-restriction":true},"short-container-title":["International Journal of Information Management"],"published-print":{"date-parts":[[2020,8]]},"DOI":"10.1016\/j.ijinfomgt.2020.102119","type":"journal-article","created":{"date-parts":[[2020,4,2]],"date-time":"2020-04-02T06:16:50Z","timestamp":1585808210000},"page":"102119","update-policy":"https:\/\/doi.org\/10.1016\/elsevier_cm_policy","source":"Crossref","is-referenced-by-count":56,"special_numbering":"C","title":["Understanding the impact of digital service failure on users: Integrating Tan\u2019s failure and DeLone and McLean\u2019s success model"],"prefix":"10.1016","volume":"53","author":[{"given":"Syed Ziaul","family":"Mustafa","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Arpan Kumar","family":"Kar","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"M.F.W.H.A.","family":"Janssen","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"78","reference":[{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0005","doi-asserted-by":"crossref","first-page":"21","DOI":"10.1007\/s13278-017-0442-5","article-title":"Brand analysis framework for online marketing: Ranking web pages and analyzing popularity of brands on social media","volume":"7","author":"Aggrawal","year":"2017","journal-title":"Social Network Analysis and Mining"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0010","series-title":"Hybrid intelligence for social networks","first-page":"227","article-title":"Product diffusion pattern analysis model based on user\u2019s review of e-commerce application","author":"Aggrawal","year":"2017"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0015","doi-asserted-by":"crossref","first-page":"125","DOI":"10.1016\/j.jretconser.2017.08.026","article-title":"Examining factors influencing Jordanian customers\u2019 intentions and adoption of internet banking: Extending UTAUT2 with risk","volume":"40","author":"Alalwan","year":"2018","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0020","doi-asserted-by":"crossref","first-page":"118","DOI":"10.1108\/JEIM-04-2015-0035","article-title":"Consumer adoption of mobile banking in Jordan","volume":"29","author":"Alalwan","year":"2016","journal-title":"Journal of Enterprise Information Management"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0025","doi-asserted-by":"crossref","first-page":"211","DOI":"10.1016\/j.ijinfomgt.2018.11.005","article-title":"Applying a multi-dimensional hedonic concept of intrinsic motivation on social tagging tools: A theoretical model and empirical validation","volume":"45","author":"Allam","year":"2019","journal-title":"International Journal of Information Management"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0030","first-page":"2372","article-title":"The work system method for understanding information systems and information systems research","volume":"9","author":"Alter","year":"2002","journal-title":"Communications of the Association for Information Systems"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0035","first-page":"1","article-title":"A general, but readily adaptable model of information system risk","volume":"14","author":"Alter","year":"2004","journal-title":"Communications of the Association for Information Systems"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0040","doi-asserted-by":"crossref","first-page":"38","DOI":"10.1016\/j.ijinfomgt.2018.09.002","article-title":"Consumer use of mobile banking (m-banking) in Saudi Arabia: Towards an integrated model","volume":"44","author":"Baabdullah","year":"2019","journal-title":"International Journal of Information Management"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0045","doi-asserted-by":"crossref","first-page":"21","DOI":"10.1177\/002224378302000103","article-title":"Selected determinants of consumer satisfaction and complaint reports","volume":"20","author":"Bearden","year":"1983","journal-title":"Journal of Marketing Research"},{"issue":"5","key":"10.1016\/j.ijinfomgt.2020.102119_bib0050","doi-asserted-by":"crossref","first-page":"825","DOI":"10.1016\/j.paid.2006.09.024","article-title":"On tests and indices for evaluating structural models","volume":"42","author":"Bentler","year":"2007","journal-title":"Personality and Individual Differences"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0055","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1177\/002224299005400206","article-title":"Evaluating service encounters: The effects of physical surroundings and employee responses","volume":"54","author":"Bitner","year":"1990","journal-title":"Journal of Marketing"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0060","doi-asserted-by":"crossref","first-page":"251","DOI":"10.1016\/j.ijinfomgt.2011.11.008","article-title":"Digital service analysis and design: The role of process modelling","volume":"32","author":"Buchanan","year":"2012","journal-title":"International Journal of Information Management"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0065","doi-asserted-by":"crossref","first-page":"161","DOI":"10.1287\/isre.1070.0163","article-title":"Addressing the what and how of online services: Positioning supporting-services functionality and service quality for business-to-consumer success","volume":"19","author":"Cenfetelli","year":"2008","journal-title":"Information Systems Research"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0070","doi-asserted-by":"crossref","first-page":"189","DOI":"10.1108\/JSTPM-03-2017-0008","article-title":"Effects of successful adoption of information technology enabled services in proposed smart cities of India: From user experience perspective","volume":"9","author":"Chatterjee","year":"2018","journal-title":"Journal of Science and Technology Policy Management"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0075","doi-asserted-by":"crossref","first-page":"15","DOI":"10.4018\/JGIM.2017040102","article-title":"Critical success factors to establish 5G network in smart cities: Inputs for security and privacy","volume":"25","author":"Chatterjee","year":"2017","journal-title":"Journal of Global Information Management"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0080","doi-asserted-by":"crossref","first-page":"349","DOI":"10.1016\/j.giq.2018.05.002","article-title":"Success of IoT in smart sities of India: An empirical analysis","volume":"35","author":"Chatterjee","year":"2018","journal-title":"Government Information Quarterly"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0085","doi-asserted-by":"crossref","first-page":"335","DOI":"10.1080\/01449290701850111","article-title":"Understanding consumer intention in online shopping: A specification and validation of the DeLone and McLean model","volume":"28","author":"Chen","year":"2009","journal-title":"Behaviour & Information Technology"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0090","doi-asserted-by":"crossref","first-page":"251","DOI":"10.1016\/j.chb.2014.11.017","article-title":"Factors affecting online tax filing\u2013an application of the IS success model and trust theory","volume":"43","author":"Chen","year":"2015","journal-title":"Computers in Human Behavior"},{"issue":"6","key":"10.1016\/j.ijinfomgt.2020.102119_bib0095","doi-asserted-by":"crossref","first-page":"1283","DOI":"10.1007\/s10796-014-9499-0","article-title":"E-commerce website loyalty: A cross cultural comparison","volume":"17","author":"Chen","year":"2015","journal-title":"Information Systems Frontiers"},{"issue":"6","key":"10.1016\/j.ijinfomgt.2020.102119_bib0100","doi-asserted-by":"crossref","first-page":"563","DOI":"10.1007\/s12599-018-0559-8","article-title":"Digital innovation","volume":"60","author":"Ciriello","year":"2018","journal-title":"Business & Information Systems Engineering"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0105","doi-asserted-by":"crossref","first-page":"31","DOI":"10.1080\/10864415.2004.11044317","article-title":"Measuring e-commerce success: Applying the DeLone & McLean information systems success model","volume":"9","author":"Delone","year":"2004","journal-title":"International Journal of Electronic Commerce"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0110","doi-asserted-by":"crossref","first-page":"9","DOI":"10.1080\/07421222.2003.11045748","article-title":"The DeLone and McLean model of information systems success: A ten-year update","volume":"19","author":"Delone","year":"2003","journal-title":"Journal of Management Information Systems"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0115","doi-asserted-by":"crossref","first-page":"60","DOI":"10.1287\/isre.3.1.60","article-title":"Information systems success: The quest for the dependent variable","volume":"3","author":"DeLone","year":"1992","journal-title":"Information Systems Research"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0120","series-title":"System Sciences, 2002. HICSS. Proceedings of the 35th Annual Hawaii International Conference on System Sciences","first-page":"2966","article-title":"Information systems success revisited","author":"DeLone","year":"2002"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0125","doi-asserted-by":"crossref","first-page":"193","DOI":"10.1177\/1094670503257048","article-title":"Rethinking service recovery strategies: The effect of rapport on consumer responses to service failure","volume":"6","author":"DeWitt","year":"2003","journal-title":"Journal of Service Research"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0130","doi-asserted-by":"crossref","first-page":"708","DOI":"10.1016\/j.chb.2013.07.037","article-title":"A study of the social networking website service in digital content industries: The facebook case in Taiwan","volume":"30","author":"Dong","year":"2014","journal-title":"Computers in Human Behavior"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0135","doi-asserted-by":"crossref","first-page":"318","DOI":"10.1080\/0144929X.2012.745608","article-title":"Realising m-payments: Modelling consumers\u2019 willingness to m-pay using smart Phones","volume":"33","author":"Duane","year":"2014","journal-title":"Behaviour & Information Technology"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0140","doi-asserted-by":"crossref","first-page":"367","DOI":"10.1016\/j.ijinfomgt.2012.10.008","article-title":"RFID systems in libraries: An empirical examination of factors affecting system use and user satisfaction","volume":"33","author":"Dwivedi","year":"2013","journal-title":"International Journal of Information Management"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0145","doi-asserted-by":"crossref","first-page":"211","DOI":"10.1016\/j.giq.2017.03.001","article-title":"An empirical validation of a unified model of electronic government adoption (UMEGA)","volume":"34","author":"Dwivedi","year":"2017","journal-title":"Government Information Quarterly"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0150","doi-asserted-by":"crossref","first-page":"143","DOI":"10.1007\/s10796-014-9500-y","article-title":"Research on information systems failures and successes: Status update and future directions","volume":"17","author":"Dwivedi","year":"2015","journal-title":"Information Systems Frontiers"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0155","doi-asserted-by":"crossref","first-page":"479","DOI":"10.1108\/10662241111158335","article-title":"Understanding customers\u2019 satisfaction and repurchase intentions: An integration of IS success model, trust, and justice","volume":"21","author":"Fang","year":"2011","journal-title":"Internet Research"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0160","doi-asserted-by":"crossref","first-page":"398","DOI":"10.1086\/208978","article-title":"Consumer reactions to product failure: An attributional approach","volume":"10","author":"Folkes","year":"1984","journal-title":"The Journal of Consumer Research"},{"issue":"7","key":"10.1016\/j.ijinfomgt.2020.102119_bib0165","doi-asserted-by":"crossref","first-page":"377","DOI":"10.17705\/1jais.00164","article-title":"Re-conceptualizing information system success: The IS-impact measurement model","volume":"9","author":"Gable","year":"2008","journal-title":"Journal of the Association for Information Systems"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0170","doi-asserted-by":"crossref","first-page":"525","DOI":"10.1007\/s10796-015-9611-0","article-title":"Examining the role of initial trust in user adoption of mobile payment services: An empirical investigation","volume":"19","author":"Gao","year":"2017","journal-title":"Information Systems Frontiers"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0175","first-page":"1","article-title":"Structural equation modeling and regression: Guidelines for research practice","volume":"4","author":"Gefen","year":"2000","journal-title":"Communications of the Association for Information Systems"},{"issue":"1\/2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0180","doi-asserted-by":"crossref","first-page":"6","DOI":"10.1108\/01409170610645402","article-title":"Borneo online banking: Evaluating customer perceptions and behavioural intention","volume":"29","author":"Guriting","year":"2006","journal-title":"Management Research News"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0185","doi-asserted-by":"crossref","first-page":"139","DOI":"10.2753\/MTP1069-6679190202","article-title":"PLS-SEM: Indeed a silver bullet","volume":"19","author":"Hair","year":"2011","journal-title":"The Journal of Marketing Theory and Practice"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0190","first-page":"1","article-title":"Towards digital transformation in fashion retailing: A design-oriented IS research study of automated checkout systems","author":"Hauser","year":"2018","journal-title":"Business & Information Systems Engineering"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0195","doi-asserted-by":"crossref","first-page":"79","DOI":"10.1016\/j.jretai.2006.10.010","article-title":"Interactional service failures in a pseudorelationship: The role of organizational attributions","volume":"83","author":"Hess","year":"2007","journal-title":"Journal of Retailing"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0200","doi-asserted-by":"crossref","first-page":"92","DOI":"10.1177\/1094670503254288","article-title":"Service failure in online retailing: A recovery opportunity","volume":"6","author":"Holloway","year":"2003","journal-title":"Journal of Service Research"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0205","doi-asserted-by":"crossref","first-page":"234","DOI":"10.1016\/j.chb.2014.03.065","article-title":"Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust","volume":"36","author":"Hsu","year":"2014","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0210","doi-asserted-by":"crossref","first-page":"232","DOI":"10.1016\/j.ijinfomgt.2017.08.009","article-title":"Impact of online gamers\u2019 personality traits on interdependence, network convergence, and continuance intention: Perspective of social exchange theory","volume":"38","author":"Huang","year":"2018","journal-title":"International Journal of Information Management"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0215","doi-asserted-by":"crossref","first-page":"236","DOI":"10.1016\/j.ijinfomgt.2018.11.016","article-title":"A hedonic motivation model in virtual reality tourism: Comparing visitors and non-visitors","volume":"46","author":"Kim","year":"2019","journal-title":"International Journal of Information Management"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0220","first-page":"1","article-title":"Do we fully understand information systems failure? An exploratory study of the cognitive schema of IS professionals","author":"Kim","year":"2018","journal-title":"Information Systems Frontiers"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0225","doi-asserted-by":"crossref","first-page":"88","DOI":"10.17705\/1jais.00285","article-title":"Examining two expectation disconfirmation theory models: Assimilation and asymmetry effects","volume":"13","author":"Lankton","year":"2012","journal-title":"Journal of the Association for Information Systems"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0230","doi-asserted-by":"crossref","first-page":"1383","DOI":"10.1016\/j.dss.2005.11.005","article-title":"Investigating the effect of website quality on e-business success: An analytic hierarchy process (AHP) approach","volume":"42","author":"Lee","year":"2006","journal-title":"Decision Support Systems"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0235","doi-asserted-by":"crossref","first-page":"301","DOI":"10.1007\/s12599-017-0484-2","article-title":"Digitalization: Opportunity and challenge for the business and information systems engineering community","volume":"59","author":"Legner","year":"2017","journal-title":"Business & Information Systems Engineering"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0240","doi-asserted-by":"crossref","first-page":"231","DOI":"10.1016\/S0969-6989(96)00046-X","article-title":"Effects of physical environment and locus of control on service evaluation: A replication and extension","volume":"4","author":"Leong","year":"1997","journal-title":"Journal of Retailing and Consumer Services"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0245","doi-asserted-by":"crossref","first-page":"13","DOI":"10.1016\/j.ijinfomgt.2018.10.017","article-title":"Investigating the impact of cybersecurity policy awareness on employees\u2019 cybersecurity behavior","volume":"45","author":"Li","year":"2019","journal-title":"International Journal of Information Management"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0250","doi-asserted-by":"crossref","first-page":"206","DOI":"10.17705\/1jais.00039","article-title":"Determinants of satisfaction at different adoption stages of Internet-based services","volume":"4","author":"Liu","year":"2003","journal-title":"Journal of the Association for Information Systems"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0255","series-title":"Information Management and Engineering (ICIME), 2010 The 2nd IEEE International Conference on Information Management and Engineering","first-page":"676","article-title":"Analysis failure factors for small & medium software projects based on PLS method","author":"Lu","year":"2010"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0260","doi-asserted-by":"crossref","first-page":"132","DOI":"10.1016\/j.ijinfomgt.2018.10.004","article-title":"Mobile banking use: A comparative study with Brazilian and US participants","volume":"44","author":"Malaquias","year":"2019","journal-title":"International Journal of Information Management"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0265","doi-asserted-by":"crossref","first-page":"57","DOI":"10.1509\/jmkg.66.4.57.18512","article-title":"A longitudinal study of complaining customers\u2019 evaluations of multiple service failures and recovery efforts","volume":"66","author":"Maxham","year":"2002","journal-title":"Journal of Marketing"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0270","doi-asserted-by":"crossref","first-page":"251","DOI":"10.1177\/1094670502238918","article-title":"Application of fairness theory to service failures and service recovery","volume":"5","author":"McColl-Kennedy","year":"2003","journal-title":"Journal of Service Research"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0275","doi-asserted-by":"crossref","first-page":"138","DOI":"10.1016\/j.procs.2017.11.352","article-title":"Multivariate features based instagram post analysis to enrich user experience","volume":"122","author":"Mittal","year":"2017","journal-title":"Procedia Computer Science"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0280","doi-asserted-by":"crossref","first-page":"359","DOI":"10.1016\/j.chb.2014.07.044","article-title":"Investigating users\u2019 perspectives on e-learning: An integration of TAM and IS success model","volume":"45","author":"Mohammadi","year":"2015","journal-title":"Computers in Human Behavior"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0285","doi-asserted-by":"crossref","first-page":"146","DOI":"10.1108\/DPRG-06-2018-0031","article-title":"Prioritization of multi-dimensional risk for digital services using the generalized analytic network process","volume":"21","author":"Mustafa","year":"2019","journal-title":"Digital Policy Regulation and Governance"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0290","doi-asserted-by":"crossref","first-page":"281","DOI":"10.1108\/10662240310488960","article-title":"Disconfirming user expectations of the online service experience: Inferred versus direct disconfirmation modeling","volume":"13","author":"O\u2019Neill","year":"2003","journal-title":"Internet Research"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0295","doi-asserted-by":"crossref","first-page":"460","DOI":"10.1177\/002224378001700405","article-title":"A cognitive model of the antecedents and consequences of satisfaction decisions","author":"Oliver","year":"1980","journal-title":"Journal of Marketing Research"},{"issue":"1\/2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0300","doi-asserted-by":"crossref","first-page":"16","DOI":"10.1108\/01409170610645411","article-title":"Consumer attitudes, system\u2019s characteristics and internet banking adoption in Malaysia","volume":"29","author":"Oly Ndubisi","year":"2006","journal-title":"Management Research News"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0305","doi-asserted-by":"crossref","first-page":"159","DOI":"10.1016\/j.im.2008.12.006","article-title":"A meta-analytic assessment of the DeLone and McLean IS success model: An examination of IS success at the individual level","volume":"46","author":"Petter","year":"2009","journal-title":"Information & Management"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0310","doi-asserted-by":"crossref","first-page":"236","DOI":"10.1057\/ejis.2008.15","article-title":"Measuring information systems success: Models, dimensions, measures, and interrelationships","volume":"17","author":"Petter","year":"2008","journal-title":"European Journal of Information Systems"},{"issue":"5","key":"10.1016\/j.ijinfomgt.2020.102119_bib0315","doi-asserted-by":"crossref","first-page":"341","DOI":"10.17705\/1jais.00296","article-title":"The past, present, and future of\" IS Success\"","volume":"13","author":"Petter","year":"2012","journal-title":"Journal of the Association for Information Systems"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0320","doi-asserted-by":"crossref","first-page":"7","DOI":"10.2753\/MIS0742-1222290401","article-title":"Information systems success: The quest for the independent variables","volume":"29","author":"Petter","year":"2013","journal-title":"Journal of Management Information Systems"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0325","doi-asserted-by":"crossref","first-page":"269","DOI":"10.1109\/17.62322","article-title":"The causes of project failure","volume":"37","author":"Pinto","year":"1990","journal-title":"IEEE Transactions on Engineering Management"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0330","doi-asserted-by":"crossref","first-page":"172","DOI":"10.1016\/j.giq.2015.02.002","article-title":"Citizen\u2019s adoption of an e-government system: Validating extended social cognitive theory (SCT)","volume":"32","author":"Rana","year":"2015","journal-title":"Government Information Quarterly"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0335","doi-asserted-by":"crossref","first-page":"549","DOI":"10.1007\/s10796-015-9613-y","article-title":"Citizens\u2019 adoption of an electronic government system: Towards a unified view","volume":"19","author":"Rana","year":"2017","journal-title":"Information Systems Frontiers"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0340","series-title":"Investigating success of an e-government initiative: Validation of an integrated IS success","author":"Rana","year":"2015"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0345","doi-asserted-by":"crossref","first-page":"308","DOI":"10.1108\/MRR-02-2013-0027","article-title":"Designing and using research questionnaires","volume":"37","author":"Rowley","year":"2014","journal-title":"Management Research Review"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0350","doi-asserted-by":"crossref","first-page":"240","DOI":"10.1287\/isre.8.3.240","article-title":"A respecification and extension of the DeLone and McLean model of IS success","volume":"8","author":"Seddon","year":"1997","journal-title":"Information Systems Research"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0355","doi-asserted-by":"crossref","first-page":"129","DOI":"10.1016\/j.tele.2014.05.003","article-title":"Mobile banking adoption: A literature review","volume":"32","author":"Shaikh","year":"2015","journal-title":"Telematics and Informatics"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0360","doi-asserted-by":"crossref","first-page":"65","DOI":"10.1016\/j.ijinfomgt.2018.09.013","article-title":"Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation","volume":"44","author":"Sharma","year":"2019","journal-title":"International Journal of Information Management"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0365","doi-asserted-by":"crossref","first-page":"141","DOI":"10.17705\/1jais.00033","article-title":"An exploratory investigation of system success factors in data warehousing","volume":"4","author":"Shin","year":"2003","journal-title":"Journal of the Association for Information Systems"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0370","series-title":"Proceedings of the Special Collection on eGovernment Innovations in India","first-page":"124","article-title":"Assessment of e-governance projects: An integrated framework and its validation","author":"Singh","year":"2017"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0375","series-title":"International Conference on Advances in Computing, Communications and Informatics (ICACCI)","first-page":"901","article-title":"Information security concerns in digital services: Literature review and a multi-stakeholder approach","author":"Singhal","year":"2015"},{"issue":"5","key":"10.1016\/j.ijinfomgt.2020.102119_bib0380","doi-asserted-by":"crossref","first-page":"431","DOI":"10.1007\/s12599-018-0550-4","article-title":"Digital disruption","volume":"60","author":"Skog","year":"2018","journal-title":"Business & Information Systems Engineering"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0385","doi-asserted-by":"crossref","first-page":"335","DOI":"10.1080\/0144929X.2013.763861","article-title":"Attitudes towards mobile banking: are there any differences between users and non-users?","volume":"33","author":"Sohail","year":"2014","journal-title":"Behaviour & Information Technology"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0390","first-page":"212","article-title":"Data collection in the digital age: Innovative alternatives to student samples","volume":"23","author":"Steelman","year":"2014","journal-title":"Journal of Consumer Psychology"},{"key":"10.1016\/j.ijinfomgt.2020.102119_bib0395","doi-asserted-by":"crossref","first-page":"233","DOI":"10.1016\/j.chb.2016.03.016","article-title":"Understanding the impact of m-banking on individual performance: DeLone & McLean and TTF perspective","volume":"61","author":"Tam","year":"2016","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0400","doi-asserted-by":"crossref","first-page":"1","DOI":"10.25300\/MISQ\/2016\/40.1.01","article-title":"An exploratory study of the formation and impact of electronic service failures","volume":"40","author":"Tan","year":"2016","journal-title":"MIS Quarterly"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0405","doi-asserted-by":"crossref","first-page":"281","DOI":"10.2307\/20721428","article-title":"Expectation disconfirmation and technology adoption: Polynomial modeling and response surface analysis","volume":"34","author":"Venkatesh","year":"2010","journal-title":"MIS Quarterly"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0410","doi-asserted-by":"crossref","first-page":"107","DOI":"10.1007\/s12599-015-0395-z","article-title":"Making digital freemium business models a success: Predicting customers\u2019 lifetime value via initial purchase information","volume":"58","author":"Voigt","year":"2016","journal-title":"Business & Information Systems Engineering"},{"issue":"2","key":"10.1016\/j.ijinfomgt.2020.102119_bib0415","doi-asserted-by":"crossref","first-page":"142","DOI":"10.1108\/10662241211214548","article-title":"Factors influencing mobile services adoption: A brand-equity perspective","volume":"22","author":"Wang","year":"2012","journal-title":"Internet Research"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0420","doi-asserted-by":"crossref","first-page":"717","DOI":"10.1016\/j.giq.2007.06.002","article-title":"Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success","volume":"25","author":"Wang","year":"2008","journal-title":"Government Information Quarterly"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0425","doi-asserted-by":"crossref","first-page":"7","DOI":"10.1016\/j.ijinfomgt.2017.07.003","article-title":"Developing and validating a technology upgrade model","volume":"38","author":"Wang","year":"2018","journal-title":"International Journal of Information Management"},{"issue":"4","key":"10.1016\/j.ijinfomgt.2020.102119_bib0430","doi-asserted-by":"crossref","first-page":"769","DOI":"10.1007\/s10796-017-9747-1","article-title":"Beyond utilitarian factors: User experience and travel company website successes","volume":"19","author":"Wani","year":"2017","journal-title":"Information Systems Frontiers"},{"issue":"1","key":"10.1016\/j.ijinfomgt.2020.102119_bib0435","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1287\/isre.1050.0042","article-title":"A theoretical integration of user satisfaction and technology acceptance","volume":"16","author":"Wixom","year":"2005","journal-title":"Information Systems Research"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0440","doi-asserted-by":"crossref","first-page":"777","DOI":"10.25300\/MISQ\/2013\/37.3.05","article-title":"Integrating service quality with system and information quality: An empirical test in the e-service context","volume":"37","author":"Xu","year":"2013","journal-title":"MIS Quarterly"},{"issue":"3","key":"10.1016\/j.ijinfomgt.2020.102119_bib0445","doi-asserted-by":"crossref","first-page":"241","DOI":"10.1016\/S0263-7863(01)00075-8","article-title":"Critical failure factors in information system projects","volume":"20","author":"Yeo","year":"2002","journal-title":"International Journal of Project Management"},{"issue":"5","key":"10.1016\/j.ijinfomgt.2020.102119_bib0450","doi-asserted-by":"crossref","first-page":"767","DOI":"10.1108\/IntR-05-2014-0127","article-title":"Understanding group-buying websites continuance: An extension of expectation confirmation model","volume":"25","author":"Zhang","year":"2015","journal-title":"Internet Research"}],"container-title":["International Journal of Information Management"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0268401219305298?httpAccept=text\/xml","content-type":"text\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0268401219305298?httpAccept=text\/plain","content-type":"text\/plain","content-version":"vor","intended-application":"text-mining"}],"deposited":{"date-parts":[[2025,10,2]],"date-time":"2025-10-02T20:08:40Z","timestamp":1759435720000},"score":1,"resource":{"primary":{"URL":"https:\/\/linkinghub.elsevier.com\/retrieve\/pii\/S0268401219305298"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,8]]},"references-count":90,"alternative-id":["S0268401219305298"],"URL":"https:\/\/doi.org\/10.1016\/j.ijinfomgt.2020.102119","relation":{},"ISSN":["0268-4012"],"issn-type":[{"value":"0268-4012","type":"print"}],"subject":[],"published":{"date-parts":[[2020,8]]},"assertion":[{"value":"Elsevier","name":"publisher","label":"This article is maintained by"},{"value":"Understanding the impact of digital service failure on users: Integrating Tan\u2019s failure and DeLone and McLean\u2019s success model","name":"articletitle","label":"Article Title"},{"value":"International Journal of Information Management","name":"journaltitle","label":"Journal Title"},{"value":"https:\/\/doi.org\/10.1016\/j.ijinfomgt.2020.102119","name":"articlelink","label":"CrossRef DOI link to publisher maintained version"},{"value":"article","name":"content_type","label":"Content Type"},{"value":"\u00a9 2020 Elsevier Ltd. All rights reserved.","name":"copyright","label":"Copyright"}],"article-number":"102119"}}