Abstract
Expectation confirmation research in general, and in information systems (IS) in particular, has produced conflicting results. In this paper, we discuss six different models of expectation confirmation: assimilation, contrast, generalized negativity, assimilation-contrast, experiences only, and expectations only. Relying on key constructs from the technology acceptance model (TAM), we test each of these six models that suggests different roles for expectations and experiences of the key predictor-here, perceived usefulness- and their impacts on key outcomes-here, behavioral intention, use, and satisfaction. Data were collected in a field study from 1,113 participants at two points in time. Using polynomial modeling and response surface analysis, we provide the analytical representations for each of the six models and empirically test them to demonstrate that the assimilation-contrast is the best existing model in terms of its ability to explain the relationships between expectations and experiences of perceived usefulness and important dependent variables-namely, behavioral intention, use, and satisfaction-in individual-level research on IS implementations.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 729-756 |
| Number of pages | 28 |
| Journal | MIS Quarterly: Management Information Systems |
| Volume | 38 |
| Issue number | 3 |
| State | Published - Sep 1 2014 |
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Keywords
- Disconfirmation
- Expectations
- Polynomial modeling
- Response surface analysis
- Software use
ASJC Scopus subject areas
- Computer Science Applications
- Information Systems
- Information Systems and Management
- Management Information Systems
Cite this
Expectation confirmation in information systems research : A test of six competing models. / Brown, Susan A; Venkatesh, Viswanath; Goyal, Sandeep.
In: MIS Quarterly: Management Information Systems, Vol. 38, No. 3, 01.09.2014, p. 729-756.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Expectation confirmation in information systems research
T2 - A test of six competing models
AU - Brown, Susan A
AU - Venkatesh, Viswanath
AU - Goyal, Sandeep
PY - 2014/9/1
Y1 - 2014/9/1
N2 - Expectation confirmation research in general, and in information systems (IS) in particular, has produced conflicting results. In this paper, we discuss six different models of expectation confirmation: assimilation, contrast, generalized negativity, assimilation-contrast, experiences only, and expectations only. Relying on key constructs from the technology acceptance model (TAM), we test each of these six models that suggests different roles for expectations and experiences of the key predictor-here, perceived usefulness- and their impacts on key outcomes-here, behavioral intention, use, and satisfaction. Data were collected in a field study from 1,113 participants at two points in time. Using polynomial modeling and response surface analysis, we provide the analytical representations for each of the six models and empirically test them to demonstrate that the assimilation-contrast is the best existing model in terms of its ability to explain the relationships between expectations and experiences of perceived usefulness and important dependent variables-namely, behavioral intention, use, and satisfaction-in individual-level research on IS implementations.
AB - Expectation confirmation research in general, and in information systems (IS) in particular, has produced conflicting results. In this paper, we discuss six different models of expectation confirmation: assimilation, contrast, generalized negativity, assimilation-contrast, experiences only, and expectations only. Relying on key constructs from the technology acceptance model (TAM), we test each of these six models that suggests different roles for expectations and experiences of the key predictor-here, perceived usefulness- and their impacts on key outcomes-here, behavioral intention, use, and satisfaction. Data were collected in a field study from 1,113 participants at two points in time. Using polynomial modeling and response surface analysis, we provide the analytical representations for each of the six models and empirically test them to demonstrate that the assimilation-contrast is the best existing model in terms of its ability to explain the relationships between expectations and experiences of perceived usefulness and important dependent variables-namely, behavioral intention, use, and satisfaction-in individual-level research on IS implementations.
KW - Disconfirmation
KW - Expectations
KW - Polynomial modeling
KW - Response surface analysis
KW - Software use
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M3 - Article
VL - 38
SP - 729
EP - 756
JO - MIS Quarterly: Management Information Systems
JF - MIS Quarterly: Management Information Systems
SN - 0276-7783
IS - 3
ER -