---
_id: '4947'
abstract:
- lang: eng
  text: Manufacturers increasingly integrate information and communication technologies
    into their products so that they can provide IT-based services. Organizations
    that formerly concentrated on transactional sales thus confront a new challenge
    associated with managing service usage—retention and extracting value from investments
    in smart technology. This study combines a marketing and an information systems
    perspective in a field study conducted jointly with a large European car manufacturer.
    Understanding the renewal decision for IT-based service contracts requires knowledge
    from both disciplines. The paper shows that combining behavioral predictor variables
    stemming from marketing research and technology-related perceptual variables stemming
    from technology acceptance research increases the explanatory power and prediction
    accuracy of forecasting models for customer renewal decisions. Specifically, the
    authors show that perceptions of usefulness become more important the longer customers
    use IT-based services and the more services they use within the service contract.
article_type: original
author:
- first_name: Florian v
  full_name: Wangenheim, Florian v
  last_name: Wangenheim
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Jan H
  full_name: Schumann, Jan H
  last_name: Schumann
citation:
  ama: Wangenheim F v, Wünderlich N, Schumann JH. Renew or cancel? Drivers of customer
    renewal decisions for IT-based service contracts. <i>Journal of Business Research</i>.
    2017;(79):181--188.
  apa: Wangenheim, F. v, Wünderlich, N., &#38; Schumann, J. H. (2017). Renew or cancel?
    Drivers of customer renewal decisions for IT-based service contracts. <i>Journal
    of Business Research</i>, (79), 181--188.
  bibtex: '@article{Wangenheim_Wünderlich_Schumann_2017, title={Renew or cancel? Drivers
    of customer renewal decisions for IT-based service contracts}, number={79}, journal={Journal
    of Business Research}, publisher={Elsevier}, author={Wangenheim, Florian v and
    Wünderlich, Nancy and Schumann, Jan H}, year={2017}, pages={181--188} }'
  chicago: 'Wangenheim, Florian v, Nancy Wünderlich, and Jan H Schumann. “Renew or
    Cancel? Drivers of Customer Renewal Decisions for IT-Based Service Contracts.”
    <i>Journal of Business Research</i>, no. 79 (2017): 181--188.'
  ieee: F. v Wangenheim, N. Wünderlich, and J. H. Schumann, “Renew or cancel? Drivers
    of customer renewal decisions for IT-based service contracts,” <i>Journal of Business
    Research</i>, no. 79, pp. 181--188, 2017.
  mla: Wangenheim, Florian v, et al. “Renew or Cancel? Drivers of Customer Renewal
    Decisions for IT-Based Service Contracts.” <i>Journal of Business Research</i>,
    no. 79, Elsevier, 2017, pp. 181--188.
  short: F. v Wangenheim, N. Wünderlich, J.H. Schumann, Journal of Business Research
    (2017) 181--188.
date_created: 2018-10-26T10:11:34Z
date_updated: 2022-01-06T07:01:30Z
department:
- _id: '178'
- _id: '181'
issue: '79'
keyword:
- IT-based service
- Smart services
- Contract renewal
- Retention
- Customer churn
- Free trial
language:
- iso: eng
page: 181--188
publication: Journal of Business Research
publication_status: published
publisher: Elsevier
status: public
title: Renew or cancel? Drivers of customer renewal decisions for IT-based service
  contracts
type: journal_article
user_id: '37741'
year: '2017'
...