{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,10]],"date-time":"2026-07-10T00:07:42Z","timestamp":1783642062270,"version":"3.55.0"},"reference-count":164,"publisher":"MIS Quarterly","issue":"4","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2020,12,1]]},"abstract":"<jats:p>As the highest level of cloud computing delivery model, Software-as-a-Service (SaaS) has gained considerable popularity in the industry as a new way of deploying IT solutions, due to its low cost and high elasticity. However, the new business model associated with SaaS highlights the importance for SaaS vendors to understand how to retain customers in a hyper-competitive market. In particular, increasing customer retention and preventing customers from replacing the adopted SaaS applications has become a crucial task for all SaaS vendors. In this study, using a mixed-methods approach, and drawing on the cognitive\u2013affective\u2013conative\u2013 action (CACA) framework, we investigate the IS replacement phenomenon in the context of SaaS-delivered applications. Our qualitative study allows us to develop an IS-centric view of customer commitment by differentiating between organizations\u2019 commitment to the SaaS application and to the cloud computing technology in general, while the subsequent quantitative study validates the difference between the two types of commitment and helps understand how they together influence organizations\u2019 intentions to replace a SaaS application. Our results generate important theoretical implications for research on IS replacement and clarifies the concept of customer commitment. We also offer practical guidelines to SaaS vendors on how to retain customers so as to survive\/thrive in this competitive market.<\/jats:p>","DOI":"10.25300\/misq\/2020\/13216","type":"journal-article","created":{"date-parts":[[2021,1,14]],"date-time":"2021-01-14T15:29:35Z","timestamp":1610638175000},"page":"1811-1858","source":"Crossref","is-referenced-by-count":46,"title":["Commitment and Replacement of Existing SaaS-Delivered Applications: A Mixed-Methods Investigation"],"prefix":"10.25300","volume":"44","author":[{"given":"Xiao","family":"Xiao","sequence":"first","affiliation":[{"name":"Department of Digitalization, Copenhagen Business School, 2000 Frederiksberg Denmark"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Saonee","family":"Sarker","sequence":"additional","affiliation":[{"name":"McIntire School of Commerce, University of Virginia, Charlottesville, VA 22904 U.S.A."}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Ryan T.","family":"Wright","sequence":"additional","affiliation":[{"name":"McIntire School of Commerce, University of Virginia, Charlottesville, VA 22904 U.S.A."}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Suprateek","family":"Sarker","sequence":"additional","affiliation":[{"name":"McIntire School of Commerce, University of Virginia, Charlottesville, VA 22904 U.S.A."}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Babu John","family":"Mariadoss","sequence":"additional","affiliation":[{"name":"Rawls College of Business, Texas Tech University, Lubbock, TX 79409 U.S.A."}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"10933","published-online":{"date-parts":[[2020,12,1]]},"reference":[{"issue":"4","key":"2025082212220150300_b1-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"847","DOI":"10.2307\/256294","article-title":"Organizational Socialization Tactics: A Longitudinal Analysis of Links to Newcomers\u2019 Commitment and Role Orientation","volume":"33","author":"Allen","year":"1990","journal-title":"Academy of Management Journal"},{"issue":"1","key":"2025082212220150300_b2-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"18","DOI":"10.1177\/002224379202900103","article-title":"The Use of Pledges to Build and Sustain Commitment in Distribution Channels","volume":"29","author":"Anderson","year":"1992","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"2025082212220150300_b3-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"50","DOI":"10.1145\/1721654.1721672","article-title":"A View of Cloud Computing","volume":"53","author":"Armbrust","year":"2010","journal-title":"Communications of the ACM"},{"issue":"1","key":"2025082212220150300_b4-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"46","DOI":"10.1509\/jmr.13.0483","article-title":"The Perils of Proactive Churn Prevention Using Plan Recommendations: Evidence from a Field Experiment","volume":"53","author":"Ascarza","year":"2016","journal-title":"Journal of Marketing Research"},{"key":"2025082212220150300_b5-11_13216_xiaosarker","unstructured":"AVG PR\n          . 2012. \u201cConfusion about Cloud Services Holds Back Adoption by SMBs,\u201d Press Release, AVG Media Center, November\u20081 (https:\/\/mediacenter.avg.com\/content\/mediacenter\/en\/news\/confusion-about-cloud-services-holds-back-adoption-by-smbs.html; accessed March 31, 2014)."},{"issue":"2","key":"2025082212220150300_b6-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"129","DOI":"10.1037\/1082-989X.8.2.129","article-title":"The Dominance Analysis Approach for Comparing Predictors in Multiple Regression","volume":"8","author":"Azen","year":"2003","journal-title":"Psychological Methods"},{"issue":"3","key":"2025082212220150300_b7-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"234","DOI":"10.1177\/0092070304263332","article-title":"A Three-Component Model of Customer Commitment to Service Providers","volume":"32","author":"Bansal","year":"2004","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"4","key":"2025082212220150300_b8-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"5","DOI":"10.2753\/MIS0742-1222260401","article-title":"Special Issue: Information Systems in Services","volume":"26","author":"Bardhan","year":"2010","journal-title":"Journal of Management Information Systems"},{"key":"2025082212220150300_b9-11_13216_xiaosarker","unstructured":"Barney, D.\n          \u20082015. \u201cThe Death of On-Premises IT Is Greatly Exaggerated,\u201d Network World, May\u200826. (https:\/\/www.networkworld.com\/article\/2926337\/cloud-computing\/the-death-of-on-premises-greatly-exaggerated.html; accessed April 18, 2018)."},{"key":"2025082212220150300_b10-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"637","DOI":"10.1007\/b137171_66","article-title":"The Morning After: What Happens When Outsourcing Relationships End?","volume-title":"Information Systems Development","author":"Barney","year":"2009"},{"issue":"4","key":"2025082212220150300_b11-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"841","DOI":"10.1287\/isre.1090.0265","article-title":"Research Note\u2014The Impact of Community Commitment on Participation in Online Communities","volume":"22","author":"Bateman","year":"2011","journal-title":"Information Systems Research"},{"issue":"6","key":"2025082212220150300_b12-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"381","DOI":"10.1007\/s12599-017-0505-1","article-title":"Blockchain Technology in Business and Information Systems Research","volume":"59","author":"Beck","year":"2017","journal-title":"Business & Information Systems Engineering"},{"issue":"4","key":"2025082212220150300_b13-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"317","DOI":"10.2753\/MIS0742-1222260411","article-title":"Should We Go Our Own Way? Backsourcing Flexibility in IT Services Contracts","volume":"26","author":"Benaroch","year":"2010","journal-title":"Journal of Management Information Systems"},{"issue":"2","key":"2025082212220150300_b14-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"183","DOI":"10.2307\/30036527","article-title":"The Identity Crisis Within the IS Discipline: Defining and Communicating the Discipline\u2019s Core Properties","volume":"27","author":"Benbasat","year":"2003","journal-title":"MIS Quarterly"},{"issue":"5","key":"2025082212220150300_b15-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"357","DOI":"10.1007\/s12599-009-0068-x","article-title":"Drivers of SaaS\u2014 An Empirical Study of Different Application Types","volume":"1","author":"Benlian","year":"2009","journal-title":"Business & Information Systems Engineering"},{"issue":"3","key":"2025082212220150300_b16-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"85","DOI":"10.2753\/MIS0742-1222280303","article-title":"Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining its Role in Usage Continuance","volume":"28","author":"Benlian","year":"2011","journal-title":"Journal of Management Information Systems"},{"issue":"3","key":"2025082212220150300_b17-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"351","DOI":"10.2307\/3250921","article-title":"Understanding Information Systems Continuance: An Expectation\u2013Confirmation Model","volume":"25","author":"Bhattacherjee","year":"2001","journal-title":"MIS Quarterly"},{"issue":"3","key":"2025082212220150300_b18-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"357","DOI":"10.1057\/ejis.2013.1","article-title":"Why End-Users Move to the Cloud: A Migration-Theoretic Analysis","volume":"23","author":"Bhattacherjee","year":"2014","journal-title":"European Journal of Information Systems"},{"issue":"1","key":"2025082212220150300_b19-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"31","DOI":"10.1007\/BF02894507","article-title":"Measuring Physical Distribution Service Quality","volume":"25","author":"Bienstock","year":"1997","journal-title":"Journal of the Academy of Marketing Science"},{"key":"2025082212220150300_b20-11_13216_xiaosarker","unstructured":"Bourne, J.\n          \u20082015. \u201cPublic Sector Fighting Hidden Costs of Cloud Computing, Report Reveals,\u201d Cloud Tech News, September\u200823 (https:\/\/www.cloudcomputing-news.net\/news\/2015\/sep\/23\/public-sector-fighting-hidden-costs-cloud-computing-report-reveals\/; accessed July 5, 2017)."},{"issue":"3","key":"2025082212220150300_b21-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"468","DOI":"10.1287\/isre.2017.0702","article-title":"How Can We Develop Contextualized Theories of Effective Use? A Demonstration in the Context of Community-Care Electronic Health Records","volume":"28","author":"Burton-Jones","year":"2017","journal-title":"Information Systems Research"},{"issue":"2","key":"2025082212220150300_b22-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"185","DOI":"10.1057\/ejis.2012.55","article-title":"Understanding Online Customers\u2019 Ties to Merchants: The Moderating Influence of Trust on the Relationship Between Switching Costs and e-Loyalty","volume":"23","author":"Carter","year":"2014","journal-title":"European Journal of Information Systems"},{"issue":"1","key":"2025082212220150300_b23-11_13216_xiaosarker","doi-asserted-by":"crossref","first-page":"65","DOI":"10.1046\/j.1365-2575.2000.00071.x","article-title":"The Effect of Transaction Costs on the Decision to Replace \u2018Off-the-Shelf\u2019 Software: The Role of Software Diffusion and Infusion","volume":"10","author":"Castner","year":"2000","journal-title":"Information Systems 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