Commitment and Replacement of Existing SaaS-Delivered Applications: A Mixed-Methods Investigation

Xiao Xiao, Saonee Sarker, Ryan T Wright, Suprateek Sarker, Babu John-Mariadoss

Research output: Contribution to journalArticlepeer-review


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–affective–conative– 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’ commitment to the SaaS application and to the cloud computing technology in general, while the subsequent quantita
Original languageEnglish
Pages (from-to)1811-1857
JournalMIS Quarterly
StatePublished - Dec 2020


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