Why do users switch to a disruptive technology? An empirical study based on expectation-disconfirmation theory

• We propose a technology switching model to generate users’ switching behavior from an incumbent IT to a disruptive one.
• We conduct an empirical study among feature phone users in Korea.
• Expectations regarding the disruptive technology and dissatisfaction with the incumbent technology explain users’ switching intention.
• Disconfirmation of previously held beliefs regarding an incumbent technology and ones expectations for the disruptive technology will influence user dissatisfaction.
• Switching cost is revealed not significant in the decision to acquire a disruptive technology.

A general technology switching model (TSM) is proposed to explain why IT users switch from an incumbent technology to a disruptive one. Seven research hypotheses derived from this model are validated using a field survey of feature phone users in Korea. The results indicate that users’ switching intention is determined by their expectations regarding the disruptive technology and dissatisfaction with the incumbent technology. User dissatisfaction is influenced by disconfirmation of previously held beliefs regarding ones incumbent technology and ones expectations for the disruptive technology. Switching cost is revealed not significant in the decision to acquire a disruptive technology.