RESEARCH PAPERS

Research on Generative AI Users' Intermittent Discontinuance: A Psychological Contract Violation Perspective

  • Zhou Tao ,
  • Wang Mengru ,
  • Deng Shengli
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  • 1 School of Management, Hangzhou Dianzi University, Hangzhou 310018;
    2 School of Information Management, Wuhan University, Wuhan 430072
Li Pengcheng, Lecture, PhD; Zhang Jidong, Professor, PhD, Doctoral Supervisor; Zhou Wenhui, Undergraduate Student; Li Jie, Librarian, PhD, Corresponding Author, E-mail: allison lijie@163.com.

Received date: 2025-03-24

  Revised date: 2025-06-13

  Online published: 2026-05-22

Supported by

This work is supported by the National Social Science Fund of China project titled “Research on the Formation Mechanism and Guidance Tactics of Generative AI User Information Disclosure Based on the Privacy Paradox” (Grant No. 24BGL310).

Abstract

[Purpose/Significance] Users' intermittent discontinuance affects the user retention and sustainable development of generative AI platforms. Thus, it is necessary to examine the causes of this behavior. [Method/Process] From the perspective of psychological contract violation, this study explored the formation mechanism of generative AI users' intermittent discontinuance. A mixed approach of SEM and fsQCA was adopted for data analysis. [Result/Conclusion] Content quality, perceived responsiveness, and perceived control affect perceived transactional psychological contract violation. Perceived fairness, perceived empathy, and perceived anthropomorphism affect perceived relational psychological contract violation. Both types of violations affect users' intermittent discontinuance. The results imply that generative AI platforms need to maintain psychological contracts with users in order to reduce their intermittent discontinuance and ensure the sustainable development.

Cite this article

Zhou Tao , Wang Mengru , Deng Shengli . Research on Generative AI Users' Intermittent Discontinuance: A Psychological Contract Violation Perspective[J]. Library and Information Service, 2026 , 70(11) : 86 -97 . DOI: 10.13266/j.issn.0252-3116.2026.11.007

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