Maier, ChristianChristianMaier0000-0001-8328-24932025-06-022025-06-022025https://fis.uni-bamberg.de/handle/uniba/106957The project theorizes the discontinuous use of information systems (IS) and its causes. Discontinuous use of IS is a behavior that encompasses switching, referring to users switching from one IS to another and continuing to perform the task associated with that IS in the same or an improved way, and quitting, referring to stopping the use of an IS and the tasks associated with it entirely (Maier et al., 2024). We argue that there is a need for organizations to understand discontinuous use. For example, streaming services (e.g., Netflix), matchmaking services (e.g., Tinder), or social networking sites (e.g., Facebook) need to address user loss as it directly impacts their revenues and market valuations. The core focus in understanding the discontinuous use of IS is on shocks, which are defined as significant life events. These events range from personal crises (e.g., a break up) to data breaches (e.g., an IS disclosing users’ personal information publicly on the internet) and influence user behavior. We developed a taxonomy of shocks, explored different paths to discontinuous use of IS, and characterized ex-users. The findings were disseminated through leading academic journals in the IS discipline (e.g., Journal of the Association for Information Systems, Information Systems Journal). One of the core theoretical findings is that shocks have a strong influence on user behavior, which happens in complex and diverse ways. For instance, some users discontinue a matchmaking service after finding a suitable partner (e.g., shock-induced quitting) or switch from a social networking site after a data breach (e.g., shock-induced switching). Counterintuitively, shocks can also encourage IS use under certain conditions, as illustrated in the spark of user interactions with chatbots during the COVID-19 pandemic. Based on that, we crafted an agenda for future IS research interested in shocks, suggesting, among others, that future studies should investigate the influence of shock strength on user behavior and explore mechanisms for recovery of ex-users who experienced a shock. The practice will benefit from those findings in various ways, as we provide actionable insights for organizations to better manage user retention. For example, organizations need to develop targeted strategies to mitigate the impact of shocks and, thus, prevent users from discontinuing their IS use.engIS discontinuationDissatisfactionQuittingShocksSwitchingUser behaviorDFG330otherurn:nbn:de:bvb:473-irb-1069579