Virtual Processes as Supplements to or Substitutes for Physical Processes

There is substantial knowledge about how individuals and organizations – which we refer to collectively as entities – adopt and use new channels. However, less is known about how this relates to their use of the incumbent channel that the new channel may replace, particularly how this relationship varies across entities and over time. We study this both theoretically and empirically. First, we develop and validate a new typology of how entities’...