Introduction The study chooses smartphone applications which have update experience as the study case to analysis if it will cause customer attrition. Application updates aims to make up the bugs which may cause bad effects on using, while in fact, most changes will be resisted by customers. We adapt three elements to collect data about the attitude of customers toward applications update, the conclusion illustrates, customers will resist changes in some conditions and cause customers attrition. Therefore, application developers should focus on the personal emotional reaction and cognitive evolution as well as predict what may influence the customers normal use after the applications update to make correct update decisions. In order to define the relationship between variable and result., we take smartphone application which had experienced update as examples and choose fsQCA as the methodology to analysis. Literature Review Resistance to change is a psychological process, Brehm（1966）claims customers resist to change origins from their believe that they have rights to control free, when this rights be challenged, this resistance behavior will happen due to they want to protect their own rights. Some scholars distinguished the concept of resistance to change: when receptors in the low involvement or limited cognize, their resistance behaviors is likely to be considered as the passive resistance; otherwise, the behaviors would be recognized as active resistance (Nabih,1997). Bagozz and Lee（1999) think that functional barrier is an important factors which influence the degree of innovation receptance, when customers think products after update cannot meet their function needs will cause resistance to change. Resistance always occur passively, bemuse of the disturb of the former habits of using (Ram &Sheth 1989), and former studies also indicate that prejudice towards changes is one of significant factors. Because changes are uncertainty, Fiske and Taylor（1991）claims that uncertainty can make people hate changes and Whitson and Galinsky（2008）consider aversion will be the strong driver of resistance to change to reduce uncertainty and risk. In terms of a company, the cost of maintaining a old customer is much lower than these of develop a new user, Actually, customer attrition is response of entrepreneur revenue and the vital section in development of companies. The famous american honesty management scholar Frederic Reichheld’s research indicates that when the extension of the commercial relationship of entrepreneur and customers, companies can acquire fatter profit through the relationship. Conclusions This study chooses fsQCA as methodology to define the relationship between resistance to change and customer attrition instead of using structural equation modeling. Sometimes, even customers have right cognitive evolution towards changes, when they find their efficiency be influenced by it, they also resist to change; while adverse emotional reaction also has an adverse effect on customer retention though they build positive cognitive evolution about changes. there is a remain circumstance of lossing of customers that when customers hate changes and they find their efficiency be influenced by update, the honesty of this product will also decrease. This three condition all contribute to customers attrition which should be paid more attention by companies.

오늘날 스마트폰은 다양한 정보기기들 사이에서도 가장 많이 사용되며 현대인들의 일상의 한 부분을 차지 하게 되었다. 그 중 앱 아이콘은 단순한 인지적 차원의 디자인이 아니라 사용자의 시각적, 정서적 인식에 영향을 주어 효과적인 소통을 도와주는 수단으로 그 중요성이 높아졌다. 하지만 대부분의 앱 아이콘은 젊은 세대의 욕구를 반영하여 심미적 특성에 중점을 두어 디자인되어있기 때문에 뉴실버세대는 이를 사용하는 데에 많은 불편함과 소외감을 느끼게 된다. 이렇듯 뉴실버세대를 고려하지 않은 앱 아이콘은 이들의 사용의 사를 억제하고 접근성을 떨어트린다. 따라서 본 연구에서는 뉴실버세대의 스마트폰 사용성 향상을 위한 앱 아이콘 디자인 연구를 진행하였다. 이를 위해 선행 논문을 통해 분석한 뉴실버세대에 관련된 이론을 고찰하 였고 이를 바탕으로 앱 아이콘 디자인 구성요소를 한정하여 설문조사를 실시 후 선호도를 도출하였다. 결론 적으로 본 연구의 결과를 기초로 뉴실버세대까지 고려한 앱 아이콘을 디자인한다면 그 사용성은 더욱 향상 될 것이다.