Relevant bibliographies by topics / Expectancy-disconfirmation theory

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Academic literature on the topic 'Expectancy-disconfirmation theory'

Author: Grafiati
Published: 4 June 2021
Last updated: 4 February 2022

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Journal articles on the topic "Expectancy-disconfirmation theory"

1

Sinha, Saitab, I. M. Jawahar, Piyali Ghosh, and Ashutosh Mishra. "Assessing employers’ satisfaction with Indian engineering graduates using expectancy-disconfirmation theory." International Journal of Manpower 41, no. 4 (2019): 473–89. http://dx.doi.org/10.1108/ijm-04-2019-0185.

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Purpose Casting employers as customers, the purpose of this paper is to investigate the association between expectations, perceptions and disconfirmation beliefs with the satisfaction of employers regarding the competencies possessed by fresh engineering graduates hired by such employers in the Indian context. Design/methodology/approach Using data collected from 284 employers, the authors have hypothesized and examined a partial mediation model in which disconfirmation beliefs mediate the relationships between expectations and perceptions, and employer satisfaction. Furthermore, the authors have tested if this mediated relationship is moderated by the age and sex of respondents representing employers. Findings Results indicate that employers’ satisfaction can be explained from the framework of the expectancy-disconfirmation theory. Employers’ expectations and perceptions are established to be associated with employers’ satisfaction with new hires, and positive disconfirmation mediates these relationships. Results also indicate that age moderates the effect of predictor variables employers’ expectations and employers’ perception on the mediator disconfirmation. Sex, however, did not moderate any relationship. Practical implications The results demonstrate the usefulness of the expectancy-disconfirmation theory for studying employer satisfaction with competencies of recent engineering graduates in India. Findings are relevant to multiple stakeholders including employers hiring engineering graduates, engineers and technical institutions. Originality/value Expectancy-disconfirmation theory has been successfully applied to measure customer satisfaction in consumer behaviour research, while satisfaction of employers has been studied in the field of organizational behaviour. The paper stands out in the literature as one of its major implications is to extend the expectancy-disconfirmation theory to predict employers’ satisfaction.
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Choi, Il Young, Hyun Sil Moon, and Jae Kyeong Kim. "Assessing Personalized Recommendation Services Using Expectancy Disconfirmation Theory." Asia Pacific Journal of Information Systems 29, no. 2 (2019): 203–16. http://dx.doi.org/10.14329/apjis.2019.29.2.203.

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Hsu, Chia-Lin, and Cou-Chen Wu. "Understanding Users’ Continuance of Facebook." International Journal of Virtual Communities and Social Networking 3, no. 2 (2011): 1–16. http://dx.doi.org/10.4018/jvcsn.2011040101.

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The purpose of this study is to develop an integrated model designed to examine users’ continuance of Facebook based on the unified theory of acceptance and use of technology (UTAUT), the expectation disconfirmation model (EDM), and flow theory. Empirical data collected from 482 users who have experience with Facebook are subjected to structural equation modeling based on the proposed research model. Results show that users’ continuance intention of Facebook is determined by social influence, performance expectancy, effort expectancy, flow experience, and satisfaction. Satisfaction is significantly affected by flow experience and disconfirmation. Results also suggest that effort expectancy is positively related to flow experience. Based on the findings, managerial implications are discussed in this paper and directions for future research are also highlighted.
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Kim, Jun Woo, Marshall Magnusen, and Yu Kyoum Kim. "A Critical Review of Theoretical and Methodological Issues in Consumer Satisfaction Research and Recommendations for Future Sport Marketing Scholarship." Journal of Sport Management 28, no. 3 (2014): 338–55. http://dx.doi.org/10.1123/jsm.2013-0084.

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The purpose of this study is to provide a critical review of how consumer satisfaction research in the sport management and the nonsport literatures has developed over the past several decades, and, with that information, to propose a new comparison standard in the formation of sport consumer satisfaction. Though several alternative explanations of consumer satisfaction have been developed, expectancy-disconfirmation framework is the theoretical foundation most used in consumer satisfaction research. However, expectancy-disconfirmation theory does not allow researchers to fully assess the potential complexity of sport consumer satisfaction. Therefore, in addition to recommendations for improving the application of expectancy-disconfirmation, we also propose counterfactual thinking as an alternative comparison standard in determining sport consumer satisfaction. The proposed framework contributes to the literature on sport consumer behavior by illustrating how sport consumers use a “what might have been” rather than “what was” heuristic to explain satisfaction judgments with their sport consumption experiences.
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Ding, Yi. "I hope and I continue." Industrial Management & Data Systems 118, no. 4 (2018): 728–44. http://dx.doi.org/10.1108/imds-06-2017-0261.

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PurposeContinued usage of information systems (ISs) is highly critical to a firm’s sustained success. The expectancy-disconfirmation framework has been effective in explaining continuance. However, our own experiences suggest that we may continue using an IS despite low satisfaction. One of the reasons is that the prediction of future user intent in existing models is predominantly retrospective. The purpose of this paper is to address this gap by incorporating forward-looking considerations into the expectancy-disconfirmation model.Design/methodology/approachA questionnaire survey was conducted for two types of mobile applications: photo-sharing and note-taking, and 593 valid responses were collected. The partial least squares method was employed for structural model analysis for each type of applications.FindingsThe well-entrenched expectancy-disconfirmation model was empirically verified. This study further shows that the influence of satisfaction on continuance intention is higher when hope for the future of a mobile application is stronger, and vice versa, after controlling for the impact of past usage behaviour. In addition, hope is found to be induced by appraisals of perceived usefulness and importance of a mobile application.Originality/valueThis study demonstrates that the expectancy-disconfirmation model can be enhanced with considerations of future outcomes. It shows that emotions such as hope are inherent to continuance decisions. Moreover, it goes beyond the valence dimension of emotions and identified specific antecedents of hope based on the appraisal theory.
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6

Van Ryzin, Gregg G. "An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction." Journal of Policy Analysis and Management 32, no. 3 (2013): 597–614. http://dx.doi.org/10.1002/pam.21702.

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7

Filtenborg, Anders Foged, Frederik Gaardboe, and Jesper Sigsgaard-Rasmussen. "Experimental replication: an experimental test of the expectancy disconfirmation theory of citizen satisfaction." Public Management Review 19, no. 9 (2017): 1235–50. http://dx.doi.org/10.1080/14719037.2017.1295099.

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8

Briggs, Elten, Timothy D. Landry, and Patricia J. Daugherty. "A framework of satisfaction for continually delivered business services." Journal of Business & Industrial Marketing 31, no. 1 (2016): 112–22. http://dx.doi.org/10.1108/jbim-06-2014-0125.

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Purpose – The aim of this paper is to present a new framework for the evaluation of satisfaction in continually delivered business services (CDBS) contexts based on applicable theoretical perspectives and extant empirical research. Design/methodology/approach – The paper first describes and justifies the importance of the CDBS context. Then, a literature review of CDBS satisfaction research over the past ten years is presented and utilized in conjunction with theoretical insights from expectancy disconfirmation theory and social exchange theory to develop conceptual definitions, a general conceptual framework, and research propositions. Findings – The resulting conceptual framework focuses on global CDBS provider satisfaction as the outcome of three more specific satisfaction assessments: service satisfaction (driven by the actual performance of the service), economic satisfaction (driven by the customers’ economic outcomes from the exchange relationship) and social satisfaction (driven by the customers’ social outcomes and interactions in the exchange relationship). Originality/value – The study is the first to develop a framework of satisfaction for the CDBS context and presents propositions to guide future satisfaction research. The conceptual framework leverages insights from two existing models of satisfaction formation: expectancy disconfirmation (which provides deeper insight on service satisfaction) and social exchange theory (which provides deeper insights on social and economic satisfaction). The integration of these two models results in a more comprehensive view of satisfaction formation in the CDBS context than by using either model separately.
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9

Kaski, Timo Arvid, Pia Hautamaki, Ellen Bolman Pullins, and Heidi Kock. "Buyer versus salesperson expectations for an initial B2B sales meeting." Journal of Business & Industrial Marketing 32, no. 1 (2017): 46–56. http://dx.doi.org/10.1108/jbim-12-2015-0246.

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Purpose The purpose of this paper to explore the value creation expectations of salespeople and buyers for initial sales meetings and to investigate how such expectations align. Design/methodology/approach The authors applied expectancy disconfirmation theory and conducted a qualitative study among 12 B2B service salespeople and 12 buyers. The data includes 46 in-depth interviews collected during 2 separate interview rounds. Findings The authors discovered that buyers’ and sellers’ expectations differ and that buyers’ expectations are not reasonably satisfied. Buyers expect more business acumen, innovativeness, future orientation, long-term relationships and responsiveness to their specific situation from sellers. As salespeople´s salespeople´s expectations to create value for customers primarily stem from the solutions they sell as well as from their personal skills and behavior, there is need for sellers to focus on the gaps indicated in this study. Research limitations/implications The paper introduces expectancy disconfirmation theory to the B2B buyer-seller literature. Practical implications Identifying where expectations are being met and where they are being negatively disconfirmed can assist in hiring and training salespeople who are better able to meet, or exceed, buyer expectations. Originality/value The authors believe that these findings can benefit sales organizations in how they create value with new customers and how salespeople can align their actions with customers more effectively.
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10

Pizam, Abraham, and Ady Milman. "Predicting satisfaction among first time visitors to a destination by using the expectancy disconfirmation theory." International Journal of Hospitality Management 12, no. 2 (1993): 197–209. http://dx.doi.org/10.1016/0278-4319(93)90010-7.

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