Abstract
We discuss three theoretical models from met expectations research in the fields of organizational behavior and consumer psychology. Based on the fundamental arguments in the models, we term these models: disconfirmation, ideal point, and experiences only. We present three-dimensional graphical and analytical representations of the models, with satisfaction being a function of expectations and experiences. We tested the models in the context of a new information system implementation in an organization, with expectations, experiences, and system satisfaction measured for both ease of use and usefulness, the focal constructs of the Technology Acceptance Model (TAM). We found that an experiences only model in which expectations had no measurable effect best explained the data for ease of use. The results for usefulness indicated a modified version of the experiences only model in which the positive effect of experiences becomes slightly stronger-i.e., more positive-as expectations increase.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 52-66 |
| Number of pages | 15 |
| Journal | Organizational Behavior and Human Decision Processes |
| Volume | 105 |
| Issue number | 1 |
| DOIs | |
| State | Published - Jan 2008 |
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Keywords
- Expectation confirmation
- Polynomial modeling
- Technology acceptance model
ASJC Scopus subject areas
- Organizational Behavior and Human Resource Management
- Strategy and Management
- Applied Psychology
- Psychology(all)
Cite this
Expectation confirmation : An examination of three competing models. / Brown, Susan A; Venkatesh, Viswanath; Kuruzovich, Jason; Massey, Anne P.
In: Organizational Behavior and Human Decision Processes, Vol. 105, No. 1, 01.2008, p. 52-66.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Expectation confirmation
T2 - An examination of three competing models
AU - Brown, Susan A
AU - Venkatesh, Viswanath
AU - Kuruzovich, Jason
AU - Massey, Anne P.
PY - 2008/1
Y1 - 2008/1
N2 - We discuss three theoretical models from met expectations research in the fields of organizational behavior and consumer psychology. Based on the fundamental arguments in the models, we term these models: disconfirmation, ideal point, and experiences only. We present three-dimensional graphical and analytical representations of the models, with satisfaction being a function of expectations and experiences. We tested the models in the context of a new information system implementation in an organization, with expectations, experiences, and system satisfaction measured for both ease of use and usefulness, the focal constructs of the Technology Acceptance Model (TAM). We found that an experiences only model in which expectations had no measurable effect best explained the data for ease of use. The results for usefulness indicated a modified version of the experiences only model in which the positive effect of experiences becomes slightly stronger-i.e., more positive-as expectations increase.
AB - We discuss three theoretical models from met expectations research in the fields of organizational behavior and consumer psychology. Based on the fundamental arguments in the models, we term these models: disconfirmation, ideal point, and experiences only. We present three-dimensional graphical and analytical representations of the models, with satisfaction being a function of expectations and experiences. We tested the models in the context of a new information system implementation in an organization, with expectations, experiences, and system satisfaction measured for both ease of use and usefulness, the focal constructs of the Technology Acceptance Model (TAM). We found that an experiences only model in which expectations had no measurable effect best explained the data for ease of use. The results for usefulness indicated a modified version of the experiences only model in which the positive effect of experiences becomes slightly stronger-i.e., more positive-as expectations increase.
KW - Expectation confirmation
KW - Polynomial modeling
KW - Technology acceptance model
UR - http://www.scopus.com/inward/record.url?scp=37349086751&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=37349086751&partnerID=8YFLogxK
U2 - 10.1016/j.obhdp.2006.09.008
DO - 10.1016/j.obhdp.2006.09.008
M3 - Article
AN - SCOPUS:37349086751
VL - 105
SP - 52
EP - 66
JO - Organizational Behavior and Human Decision Processes
JF - Organizational Behavior and Human Decision Processes
SN - 0749-5978
IS - 1
ER -