Expectation confirmation in technology use

Susan A Brown, Viswanath Venkatesh, Sandeep Goyal

Research output: Contribution to journalArticle

93 Citations (Scopus)

Abstract

We propose a model to study expectation confirmation in information systems. The proposed model is based on the assimilation-contrast model and prospect theory, and suggests that both are needed to account for the magnitude and direction of the deviations between experiences and expectations. Using the technology acceptance model's (TAM) primary construct-namely, perceived usefulness-expectations and experiences were conceptualized and operationalized to test our model. Data were collected in a field study from 1,113 participants at two points in time. Using polynomial modeling and response surface analysis, we demonstrated that our model offers a good explanation of the relationship among information systems expectations, experiences, and use. We discuss theoretical and practical implications.

Original languageEnglish (US)
Pages (from-to)474-487
Number of pages14
JournalInformation Systems Research
Volume23
Issue number2
DOIs
StatePublished - 2012

Fingerprint

information system
study expectation
Information systems
experience
Surface analysis
assimilation
Technology use
acceptance
Polynomials
Field study
Response surface
Deviation
Prospect theory
Perceived usefulness
Modeling
Technology acceptance model
time

Keywords

  • Cognitive dissonance theory
  • Polynomial modeling
  • Response surface analysis
  • TAM
  • Technology acceptance

ASJC Scopus subject areas

  • Information Systems
  • Computer Networks and Communications
  • Information Systems and Management
  • Library and Information Sciences

Cite this

Expectation confirmation in technology use. / Brown, Susan A; Venkatesh, Viswanath; Goyal, Sandeep.

In: Information Systems Research, Vol. 23, No. 2, 2012, p. 474-487.

Research output: Contribution to journalArticle

Brown, Susan A ; Venkatesh, Viswanath ; Goyal, Sandeep. / Expectation confirmation in technology use. In: Information Systems Research. 2012 ; Vol. 23, No. 2. pp. 474-487.
@article{c6c31c4f2b974328981bc1399a9ea15c,
title = "Expectation confirmation in technology use",
abstract = "We propose a model to study expectation confirmation in information systems. The proposed model is based on the assimilation-contrast model and prospect theory, and suggests that both are needed to account for the magnitude and direction of the deviations between experiences and expectations. Using the technology acceptance model's (TAM) primary construct-namely, perceived usefulness-expectations and experiences were conceptualized and operationalized to test our model. Data were collected in a field study from 1,113 participants at two points in time. Using polynomial modeling and response surface analysis, we demonstrated that our model offers a good explanation of the relationship among information systems expectations, experiences, and use. We discuss theoretical and practical implications.",
keywords = "Cognitive dissonance theory, Polynomial modeling, Response surface analysis, TAM, Technology acceptance",
author = "Brown, {Susan A} and Viswanath Venkatesh and Sandeep Goyal",
year = "2012",
doi = "10.1287/isre.1110.0357",
language = "English (US)",
volume = "23",
pages = "474--487",
journal = "Information Systems Research",
issn = "1047-7047",
publisher = "INFORMS Inst.for Operations Res.and the Management Sciences",
number = "2",

}

TY - JOUR

T1 - Expectation confirmation in technology use

AU - Brown, Susan A

AU - Venkatesh, Viswanath

AU - Goyal, Sandeep

PY - 2012

Y1 - 2012

N2 - We propose a model to study expectation confirmation in information systems. The proposed model is based on the assimilation-contrast model and prospect theory, and suggests that both are needed to account for the magnitude and direction of the deviations between experiences and expectations. Using the technology acceptance model's (TAM) primary construct-namely, perceived usefulness-expectations and experiences were conceptualized and operationalized to test our model. Data were collected in a field study from 1,113 participants at two points in time. Using polynomial modeling and response surface analysis, we demonstrated that our model offers a good explanation of the relationship among information systems expectations, experiences, and use. We discuss theoretical and practical implications.

AB - We propose a model to study expectation confirmation in information systems. The proposed model is based on the assimilation-contrast model and prospect theory, and suggests that both are needed to account for the magnitude and direction of the deviations between experiences and expectations. Using the technology acceptance model's (TAM) primary construct-namely, perceived usefulness-expectations and experiences were conceptualized and operationalized to test our model. Data were collected in a field study from 1,113 participants at two points in time. Using polynomial modeling and response surface analysis, we demonstrated that our model offers a good explanation of the relationship among information systems expectations, experiences, and use. We discuss theoretical and practical implications.

KW - Cognitive dissonance theory

KW - Polynomial modeling

KW - Response surface analysis

KW - TAM

KW - Technology acceptance

UR - http://www.scopus.com/inward/record.url?scp=84871287970&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84871287970&partnerID=8YFLogxK

U2 - 10.1287/isre.1110.0357

DO - 10.1287/isre.1110.0357

M3 - Article

AN - SCOPUS:84871287970

VL - 23

SP - 474

EP - 487

JO - Information Systems Research

JF - Information Systems Research

SN - 1047-7047

IS - 2

ER -