Yixiu Yu

Purpose: This study examines why consumers discontinue using online travel agencies (OTAs) by investigating how platform attributes shape satisfaction, dissatisfaction, and discontinuance intention. Drawing on the stimulus–organism–response (SOR) framework, it conceptualizes satisfaction and dissatisfaction as distinct organismic states. Design/methodology/approach: Survey data from 387 OTA users were analyzed using partial least squares structural equation modeling (PLS-SEM) to assess net effects and fuzzy-set qualitative comparative analysis (fsQCA) to identify multiple causal configurations leading to discontinuance. Findings: The results reveal that OTA discontinuance is driven by multiple equifinal pathways rather than a single dominant factor. Across configurations, high perceived effort and high dissatisfaction consistently emerge as core conditions, while low satisfaction plays a peripheral role. The findings also show that dissatisfaction mediates the effects of all platform-related stimuli, whereas satisfaction mediates only selected relationships. Practical implications: OTA managers should prioritize reducing consumer effort and mitigating sources of dissatisfaction. Tailored retention strategies are needed to target different disengagement pathways rather than relying on uniform approaches. Originality/value: This study advances OTA discontinuance research by conceptualizing discontinuance as an asymmetric, non-compensatory, and configurational phenomenon within the SOR framework. The findings challenge the compensatory logic underlying much of the post-adoption literature and demonstrate that OTA discontinuance emerges through multiple pathways in which dissatisfaction plays a dominant role.

The purpose of JISS is to provide a platform where diverse perspectives converge to explore the complex interplay between intelligent technologies and sustainability. Engineers may contribute advances in renewable energy; biotechnology and healthcare specialists may explore genomics and synthetic biology to support sustainable healthcare, agriculture, and environmental management. Business and economics researchers may analyze operational processes, balancing cost considerations with supply chain resilience and social responsibility. Scholars in social sciences may investigate how human behavior, organizational decision-making, and governance structures shape the adoption of new technologies. Through this convergence, JISS seeks to foster an interdisciplinary and systematic approach to generate practical, sustainable, and intelligent solutions for the challenges of our time.

User satisfaction is a well-established key determinant of post-adoption system continuance. Although most commonly theorized as a single bipolar dimension ranging from highly satisfied to highly dissatisfied (with a neutral midpoint), IS researchers are increasingly re-conceptualizing satisfaction and dissatisfaction as two distinct uni-polar dimensions, each ranging from low (neutral) to high (satisfaction or dissatisfaction). The uni-polar conceptualization permits the representation of ambivalence, or the simultaneous experience of both satisfaction and dissatisfaction, which is commonly observed in practice. The present research introduces and tests a new approach-avoidance-ambivalence (AAA) model that accounts for the formation of such ambivalent or “mixed” feelings. The model distinguishes between approach beliefs, which more strongly influence uni-polar satisfaction, and avoidance beliefs, which more strongly influence uni-polar dissatisfaction. The differential effects of approach and avoidance beliefs can account for the simultaneous experience of satisfaction and dissatisfaction. Satisfaction and dissatisfaction each explain unique variance of behavioral intention. By providing a more detailed and nuanced understanding of the countervailing influences of approach and avoidance beliefs and the unique roles of satisfaction and dissatisfaction, the new model provides actionable insights for how to predict, diagnose, and manage continuance and discontinuance behavior in practice.

Purpose: The purpose of this paper is to examine guests’ experiences at green hotels and the impact of green experience on customer satisfaction. Design/methodology/approach: A total of 727 green reviews (reviews on green experiences) of the top ten green hotels in the USA were downloaded from TripAdvisor for content analysis. Descriptive statistics and ordinal logistic regressions were then used. Findings: Guests have both positive and negative experiences at green hotels. “Energy”, “purchasing” and “education and innovation” are the most frequently discussed green practices. Some guests’ green experiences, such as “guest training”, “energy”, “water”, “purchasing” and “education and innovation”, significantly influence their overall satisfaction with hotels. Compared with basic green practices, advanced green practices tend to have greater impacts on customer satisfaction. Research limitations/implications: This study provides insight into guests’ green experiences at hotels and their impact on customer satisfaction. More importantly, this study examines the contribution of different types of green practices to customer satisfaction. As the green hotels examined in this study were not randomly selected, the results should be interpreted with caution. Practical implications: Different practices impact customer satisfaction in different ways, so hoteliers should refine their green strategies when they implement these green practices. Originality/value: Very few studies have examined the relationship between green practices and customer satisfaction. A gap still exists in specifically what types of green practices affect customer satisfaction and whether different levels of green practices have different impacts on customer satisfaction. This study investigates guests’ actual experiences and fills the above research gap.