Journal articles: 'Expectancy-disconfirmation theory'

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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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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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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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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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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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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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Ding, Yi, and Kah Hin Chai. "Emotions and continued usage of mobile applications." Industrial Management & Data Systems 115, no. 5 (2015): 833–52. http://dx.doi.org/10.1108/imds-11-2014-0338.

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Purpose – A pressing issue with mobile applications (apps) is continued use. The expectancy disconfirmation theory is employed as the theoretical basis for most studies on continuance. Recognising the experiential aspects of using mobile apps, the purpose of this paper is to extend the existing disconfirmation model to account for the emotional experiences and their influences on continuance. In particular, the authors are interested in the factors that drive the experience of emotions, and how these cognitive drivers differ in shaping distinct emotional experiences (i.e. positive vs negative). Design/methodology/approach – Structural equation modelling was applied on 271 valid responses collected from an online survey conducted among mobile app users. Findings – Disconfirmation affects emotions in a non-linear fashion through arousal, and both positive and negative emotions influence continuance intention. Furthermore, positive emotions tend to be influenced by inherent benefits, whereas negative emotions are more likely to be influenced by instrumental benefits. Research limitations/implications – The generalisability of this study may be enhanced by collecting data from more diverse samples and validating the model on more mobile app categories. Originality/value – This study progresses from the demonstration of a mere impact of emotions on continuance as in several recent empirical inquiries to more nuanced understandings of the role of emotions in forming continuance intention.

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Do, Diem Khac Xuan, Kaleel Rahman, and Linda J. Robinson. "Determinants of negative customer engagement behaviours." Journal of Services Marketing 34, no. 2 (2019): 117–35. http://dx.doi.org/10.1108/jsm-02-2019-0050.

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Purpose Understanding negative customer engagement is important as it is argued that negative information has a stronger impact on a customer’s brand perception and purchase decision than that of positive information. Hence, this paper aims to propose new determinants of negatively valenced customer engagement, including disengaged and negatively engaged behaviours in a service consumption context and explore under what conditions customers display disengaged or negatively engaged behaviours. Design/methodology/approach This study incorporates justice theory, expectancy disconfirmation theory and psychology literature to propose determinants of negative customer engagement behaviours. Findings A conceptual framework is developed that proposes customer perceived justice and negative disconfirmation as determinants of negative customer engagement via the mediator of customer outrage. Moderating variables, include self-esteem, self-efficacy, altruism and vengeance; are also proposed to affect disengaged/negatively engaged behaviours. Originality/value This study is the first to specify the underlying reasons of negative customer engagement by establishing the conceptual linkages between negative disconfirmation, justice and negative customer engagement via the mediating role of customer outrage. Further, customer resources are used to understand disengaged/negatively engaged behaviours. In doing so, this study views negative customer engagement from the perspective of a customer’s internal response to the trigger experience, rather than the experience itself. Thus, this study contributes to literature on customer engagement by developing a conceptual framework that illustrates the underlying cognitive and affective responses that drive negative customer engagement behaviours.

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Ponnusamy, Gokiladevi. "Customers as Volunteers? E-Customer Citizenship Behavior and Its Antecedents." Information Management and Business Review 7, no. 3 (2015): 50–58. http://dx.doi.org/10.22610/imbr.v7i3.1153.

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The low barriers to enter into the e-marketplace have inevitably intensified the competition among e-retailers. Online retailers are struggling to build a sustainable business model that ensures customersâ€™ continuing commitment to their businesses. This study addresses the challenges faced by eretailers in terms of examining website services and functionalities that would consequently lead to eloyalty among customers. Empirical findings, based on 385 online apparel shoppers, have shown that extending customersâ€™ voluntary behavior (customer citizenship behavior) that can be cultivated upon gaining customersâ€™ satisfaction and loyalty provide leads to a better future for e-retailerâ€™s sustainability. This study examines the applicability of expectancy-disconfirmation theory and social exchange theory in the virtual world.

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Nazari, Malihe, and Mohammedhiwa Abdekhoda. "Effective Factors in Adopting Electronic Books E books by Students in Electronic Era." DESIDOC Journal of Library & Information Technology 41, no. 02 (2021): 88–93. http://dx.doi.org/10.14429/djlit.41.02.16009.

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The current study was conducted with the aim of identifying effective factors in students’ utilise of e-books by combining the Expectancy Disconfirmation Theory and Technology Acceptance Model. The current study is a descriptive-analytical study using confirmatory factor analysis. The study population included students of Tabriz University of Medical Sciences. A randomised sampling method was used from the available population, including 140 participants selected as the study population, and the research instrument was a questionnaire constructed based on the Expectance Disconfirmation Theory (EDT) and Technology Acceptance Model (TAM). The findings indicate that factors of the TAM, that is, perceived usefulness (PU) (=β0.64) and perceived ease of use (PEOU) (=β 0.42) have a positive and significant effect on student’s use of e-books. Other findings indicate that the suggested model is able to depict over 47 per cent of effective factors in using e-books by students. Thus, the combination of TAM and EDT models is appropriate for depicting students’ behavior in using e-book. The results of this study clearly identified the effective factors in student’s use of e-books, including PU, PEOU, confirmation, and user satisfaction. The results of current study can be beneficial for the implementation of e-books in libraries and educational settings.

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Morgan, Mark, and Xiaodan “Dani” Dong. "Measuring Passenger Satisfaction of Interpretive Programming on Two Amtrak Trains in the Midwest: Testing the Expectancy Disconfirmation Theory." Journal of Interpretation Research 13, no. 2 (2008): 43–58. http://dx.doi.org/10.1177/109258720801300204.

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The National Park Service (NPS) developed a partnership with Amtrak in 1994 to offer interpretive programming for train passengers on selected routes. Since its inception, over 1.5 million passengers have attended nearly 60,000 presentations delivered by park rangers or trained volunteers. Onboard presentations create a unique opportunity for the NPS to interact with many individuals who are not traditional park visitors. For Amtrak, interpretation is a value-added service. The purpose of this study was to evaluate passenger satisfaction of NPS-led presentations on two trains in the Midwest during the summer of 2005. A field experiment was designed to compare the responses of passengers in treatment (n=72) and control (n=80) groups using expectancy disconfirmation theory. Passengers were satisfied with all aspects of the presentations, including interpreter characteristics, message quality, and program benefits.

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Hilary Chinedu, Anyanwu, Sharifah Azizah Haron, Syuhaily Osman, and Hilary Faith Hayatu. "Dissatisfaction and Profile of Dissatisfied Consumers: A Case Study of Mobile Telecommunication Network Consumers in Nigeria." International Journal of Business and Management 15, no. 5 (2020): 155. http://dx.doi.org/10.5539/ijbm.v15n5p155.

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This research paper examined the dissatisfaction of Mobile telecommunication network (MTN) consumers in Nigeria. The researchers used expectancy disconfirmation theory (EDT) to argue that with high and prolonged consumer dissatisfaction, educated MTN consumers are prone to exit their service chain for other telecom companies. Contrary to MTN&rsquo;s promises upon entry into the Nigerian telecom market, its consumers have been groaning against substandard services offered to them by MTN. Adequate supply, stability, and maintenance/hitch free services lead to consumer satisfaction, while deficiency of the stated factors aggravates consumers, thus consumer dissatisfaction. This quantitative research utilized a cross-sectional design and adopted a stratified sampling technique to incorporate 385 MTN consumers in Lagos, Nigeria. IBM SPSS version 22 was used for the data analysis. The data set consisted of 58.2% males and 41.8% females. Descriptive statistics found that 43.9% of MTN consumers were highly dissatisfied while 56.1% were lowly dissatisfied. A Chi-square test revealed that only educational level is significantly associated with dissatisfaction among the six selected background variables. Also, logistic regression showed age, educational level, and religion as significant predictors of high dissatisfaction among consumers. Educated consumers tend to sensitize service outcomes more than uneducated ones as a result of their wealth of information. Older (aged) and religious consumers will also evaluate marketing episode critically more than younger and non-religious ones. Results further imply that consumers&rsquo; educational level is a catalyst of expectancy disconfirmation theory in service sectors. MTN or similar commercial enterprises should focus on the causes of dissatisfaction and strategize on how to ameliorate the dissatisfaction level among their consumers. Firms should embark on promotional offers and other stimuli activities to regain their consumers&rsquo; trust and loyalty; hence, it will extend their market share and dominance.

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Hossain, Muhammad Jaber. "Redefining Expectancy Disconfirmation Theory using LIS SERVQUAL+: An Integrated Framework for evaluating Library Service Quality and User Satisfaction." International Information & Library Review 51, no. 3 (2018): 203–16. http://dx.doi.org/10.1080/10572317.2018.1496316.

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Kwon, Woong, Hun Hyuk Choi, and Woo Seung Lee. "The Structural Relationship between the Satisfaction of Golf Course User and Revisit Intention Based on Expectancy-disconfirmation Theory." Journal of Sport and Leisure Studies 43 (February 28, 2011): 371–83. http://dx.doi.org/10.51979/kssls.2011.02.43.371.

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도현옥 and Kim, Gwi-Gon. "The Customer Use Intentions according to Expectation Benefit and Concept(Brand vs. Advertisement): Focusing on the expectancy disconfirmation theory." Journal of Korea Service Management Society 16, no. 3 (2015): 137–59. http://dx.doi.org/10.15706/jksms.2015.16.3.007.

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Kim, Minjeong, and Eunkyoung Han. "The Effect of Consumer Expectation and Related Keywords on Brand Attitude and Purchase Intention : Focusing on Expectancy Disconfirmation Theory." Advertising Research 116 (March 31, 2018): 224–59. http://dx.doi.org/10.16914/ar.2018.116.224.

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Park, Sunjoo, Seweryn Zielinski, Yoonjeong Jeong, and Seong-il Kim. "Factors Affecting Residents’ Support for Protected Area Designation." Sustainability 12, no. 7 (2020): 2800. http://dx.doi.org/10.3390/su12072800.

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This study examined the formation of residents’ behavioral intentions to support the expansion of protected areas (PAs). A structural equation model combining the theory of planned behavior and an expectancy disconfirmation model were employed to test seven hypotheses on the influence of expectations, performance, satisfaction, attitudes, subjective norms, and perceived behavioral control on behavioral intention to support PA designation. The findings indicate that although the expectations of PA performance did not significantly influence the satisfaction from PAs, the perceived performance after the designation significantly contributed to building satisfaction, which in turn had a significant role in explaining attitudes. Furthermore, positive and significant associations of subjective norms and behavioral control with behavioral intention to support additional designation were identified. These results provide indications for PA managers and environmental agencies regarding aspects to consider when engaging in planning with local communities and appropriate ways to respond to their concerns.

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Lee, Min-Jung. "The effect of emotional response with selection factors on behavioral intentions in the airline industry - From the perspective of expectancy-disconfirmation theory -." International Journal of Tourism and Hospitality Research 31, no. 9 (2017): 97–110. http://dx.doi.org/10.21298/ijthr.2017.09.31.9.97.

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Kim, Mikyung. "How do the Gratification Sought(GS) of Audience of Local Broadcasting Service Influences Content Utilization, Gratification Obtained(GO) and Brand Awareness : Application of an integrated model of expectancy-value theory and expectancy confirmation/disconfirmation theory." Journal of Communication Science 18, no. 3 (2018): 5–45. http://dx.doi.org/10.14696/jcs.2018.09.18.3.5.

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Tangari, Andrea Heintz, My (Myla) Bui, Kelly L. Haws, and Peggy J. Liu. "That’s Not So Bad, I’ll Eat More! Backfire Effects of Calories-per-Serving Information on Snack Consumption." Journal of Marketing 83, no. 1 (2018): 133–50. http://dx.doi.org/10.1177/0022242918815895.

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This research investigates how provision of calories-per-serving information on serving size labels affects snack consumption quantity. Drawing from expectancy-disconfirmation theory, this research shows that providing calories-per-serving information can ironically create a consumption backfire effect (consumers eat more when presented with calories-per-serving information) for snacks perceived as unhealthy but not for snacks perceived as healthy. The authors find that this effect arises when calorie expectations are higher than the posted calories-per-serving level—a frequent occurrence due to stated serving sizes that are typically smaller than amounts consumed in one sitting. The authors also show that attention to calorie information plays a key role such that the backfire effect occurs among consumers who pay more attention to calorie information. Furthermore, motivational factors including individual differences and perceptions of the risk associated with consuming a snack also play a role in driving consumption differences. The authors offer managerial, policy, and consumer welfare implications, including proposing and testing larger stated serving sizes as an intervention.

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Bunster, Victor, and Waldo Bustamante. "Structuring a Residential Satisfaction Model for Predictive Personalization in Mass Social Housing." Sustainability 11, no. 14 (2019): 3943. http://dx.doi.org/10.3390/su11143943.

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Ensuring access to quality social housing is a major challenge for developing countries. The problems of standardized mass housing are well-known. However, this type of provision is ubiquitously used for its advantages when addressing pressing shortages, often resulting in significant mismatches between the attributes of the housing and the requirements of the dwellers. This multidisciplinary study explores linkages between personalized development and residential satisfaction towards informing a mass personalization approach to social housing. In specific, it presents a model that formalizes this relationship using expectancy disconfirmation theory and field information. A housing survey was conducted in four estates located in Concepción, southern Chile, and complemented with environmental performance data generated with simulation software. The analysis of the results suggests that the relationship between occupants and providers (i.e., personalization as a service) can influence the build-up of expectations, while the capacity of the dwellings to meet the requirements of different households (i.e., personalization as a product) can have a significant impact on satisfaction. These outcomes are formalized with a model that acknowledges these links at different stages of occupancy and, therefore, can be used to inform the personalized development of mass social housing.

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Seo, Ra-beol, and Wook-joon Sung. "A study on the effect of anti-solicitation by using expectancy disconfirmation theory: Focusing on the relationship between policy expectations, policy satisfaction, and government trust." Korean Public Administration Review 54, no. 3 (2020): 281–309. http://dx.doi.org/10.18333/kpar.54.3.281.

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Leung, Xi Y., and Han Wen. "How emotions affect restaurant digital ordering experiences: a comparison of three ordering methods." Journal of Hospitality and Tourism Technology 12, no. 3 (2021): 439–53. http://dx.doi.org/10.1108/jhtt-05-2020-0117.

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Purpose The purpose of this study is to examine the role of consumption emotion in the digital food-ordering experience by comparing the performances of the three digital ordering methods in an experimental design. Design/methodology/approach A research model was developed based on the Feelings-as-Information (FaI) theory and the expectancy-disconfirmation theory. A 3 × 2 between-subjects lab experiment was conducted to compare the three digital ordering methods (online, mobile or chatbot) in two different types of restaurants (quick-service or full-service). Findings The results indicate that the chatbot ordering method evoked more negative emotions and less positive emotions than the other two methods. The online ordering method worked the best for quick-service restaurants, whereas the mobile ordering method was most suitable for full-service restaurants. Both positive and negative emotions (comfort and annoyance) significantly mediated the relationships between the ordering method and internal responses (satisfaction and behavioral intention). Only one negative emotion (anger) significantly mediated the relationship between the ordering method and order amount. Originality/value This is the first study that attempts to explore and compare consumers’ emotional responses resulting from restaurant digital ordering experiences in the context of the three food-ordering methods. The use of the FaI theory strengthens the theoretical foundation of research on emotion in the hospitality field. This study also pioneers the application of chatbot technology in the restaurant industry.

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Seopela, Lerato, and Valencia Melissa Zulu. "Consumer perceptions on satisfaction and word of mouth in smallholder horticultural stores in an emerging economy." Management Science Letters 12, no. 1 (2022): 21–34. http://dx.doi.org/10.5267/j.msl.2021.8.004.

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Based on the expectancy disconfirmation theory, the study presents a conceptual model exploring consumer perception (perceived service quality, product quality, price, and corporate social responsibility) effect on satisfaction and word of mouth in smallholder horticulture stores. A quantitative analysis using Partial Least Squares-based Structural Equation Modeling (PLS-SEM) was carried. This method was used to identify elements influencing satisfaction and to explore the hypothesised relationships between consumer perceptions, satisfaction, and the spreading of positive word of mouth. The findings identify the perceived service quality and product quality as factors that enhance satisfaction. However, the perceived quality of the product is the only factor that aids word of mouth. Correspondingly, perceived product quality shows a favorable relationship with perceived price. On the other hand, perceived price and corporate social responsibility do not strengthen customer satisfaction, with corporate social responsibility not aiding word of mouth. Furthermore, the study tested the strength of cus-tomer satisfaction as a mediating variable between consumer perception and word of mouth, and none of the results proved significant. Similarly, perceived price does not mediate the path between perceived product quality and customer satisfaction. The study is of benefit to scholars, smallholders, and agricultural policymakers, particularly in emerging economies.

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Mohd-Any, Amrul Asraf, Dilip S. Mutum, Ezlika M. Ghazali, and Lokmanulhakim Mohamed-Zulkifli. "To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers." Journal of Service Theory and Practice 29, no. 5/6 (2019): 661–90. http://dx.doi.org/10.1108/jstp-10-2018-0223.

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Purpose The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research assesses the mediating effect of overall satisfaction and customer trust on customer loyalty. Design/methodology/approach Data were collected via an airport intercept survey of Malaysia Airlines passengers who had experienced service failure. In total, 380 responses were used for the final analysis. The study uses partial least squares structural equation modelling technique with SmartPLS 3.0, in order to test and validate the research model and hypotheses posited. Findings The results reveal that: recovery satisfaction is significantly affected by procedural and interactional justice; distributive and procedural justice, as well as recovery satisfaction influenced overall satisfaction; customer trust is most influenced by interactional justice, distributive justice and recovery satisfaction; customer loyalty is positively affected by customer trust, overall satisfaction and recovery satisfaction; and the influence amongst recovery satisfaction and customer loyalty is partially mediated by customer trust and overall satisfaction. Originality/value The study contributes to a whole conceptual comprehension of the essential determinants of customer loyalty from the combined perspectives of three theories, namely, justice theory, expectancy disconfirmation theory and commitment-trust theory. This study successfully differentiates the three dimensions of perceived justice and assesses them individually to discern and compare their influence on overall satisfaction, recovery satisfaction and trust. In addition, the study finds that the influence of recovery satisfaction on loyalty is partially and sequentially mediated by trust and overall satisfaction.

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Baek, Ranyi, and Hyounggon Kim. ""Impacts of Discrepant Job Images of Airline Cabin Crew before and after the Admission to the College on Career Decision level of college students majoring in airline service: Expectancy Disconfirmation Theory"." International Journal of Tourism Management and Sciences 35, no. 6 (2020): 37–53. http://dx.doi.org/10.21719/ijtms.35.6.3.

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Wesonga, Doris Nellyanne, and Peter Wamae. "Utilization and Dissemination of Information Resources in District Information and Documentation Centres in Kisumu County, Kenya." International Journal of Current Aspects 4, no. 2 (2020): 81–100. http://dx.doi.org/10.35942/ijcab.v4i2.147.

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Access to government-related information through District Information and Documentation Centres (DIDCs) is essential in monitoring development programs in counties and the nation at large. However, Kenyans remain detached from the government because of low levels of accountability. Low levels of accountability are associated with corruption, mismanagement, and poor service delivery which are likely to slow down development projects in the sub-counties. This study sought to assess utilization and dissemination of information resources in DIDCs in Kisumu County. This study aimed to: determine the level of awareness among users of DIDCs, establish the extent to which users utilize DIDCs, describe the strategies that DIDC staff employ to facilitate user utilization of information resources in DIDCs, and examine the challenges that DIDC staff face in providing information to users. The study was guided by Richard Oliver’s Expectancy Disconfirmation Theory. This study employed the descriptive survey design and mixed-methods approach to investigate the research objectives. The study was conducted in four sub-counties of Kisumu County: Kisumu Central, Seme, Muhoroni, and Nyando. The sub-counties were purposely selected because they host DIDCs in densely populated areas in their respective ministries with a target population of 205,935. Using Taro Yarmane’s formula, the study used a sample of 400 users and 20 DIDC staff. Random sampling was used to select participants of the study. DIDC User Questionnaires and DIDC Staff Interview Schedule were used to collect quantitative and qualitative data respectively. The data collection instruments were piloted with 10% of the participants. Reliability was determined using the test-retest method. Construct validity of the data collection instruments was ensured by deriving the questionnaire items from evidence presented in literature relevant to this study. Quantitative data was analysed using descriptive statistics like frequency tables and percentages. Qualitative data was categorized into themes and sub-themes as they emerged to make meaningful narratives for purposes of triangulating the quantitative results. Findings suggest that a significant number of users lack awareness on the products and services offered by DIDCs. This is associated with reduced visits and utilization of information resources in DIDCs. The study recommends use of workshops and open-days to create awareness about the products and services, and adequate funding for staffing and procurement of current and relevant documents. Librarians, information technologists, and records management personnel, and policy makers may use the findings of this study to improve service delivery for user awareness and utilization, and enhance users’ experiences in using government documentation centres for information seeking.

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Lee, Euipyo, and Sean Nicholson-Crotty. "Symbolic Representation, Expectancy Disconfirmation, and Citizen Complaints Against Police." American Review of Public Administration, August 7, 2021, 027507402110344. http://dx.doi.org/10.1177/02750740211034427.

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The theory of symbolic representation expects that citizens will view the actions of government as more legitimate when administrators share their characteristics. Although there is support for this assertion in some service areas, the evidence in policing is mixed. We draw on Expectancy Disconfirmation Theory to develop the expectation that policing is an area where we may be unlikely to see a positive relationship between representation and positive citizen perceptions of government officials. We test this expectation in an individual-level analysis of citizen complaints against police from four American cities between 2014 and 2017. The results suggest that, all else equal, complaints against Black officers are as or more likely to be filed by Black citizens than by citizens of other races. We conclude with a discussion of the implications of these results for both the study of representative bureaucracy and for the management of police citizen interactions.

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Montero, Jose-Maria, and Gema Fernandez-Aviles. "An Alternative To Test Independence Between Expectations And Disconfirmation Versus The Positive Version Of The Assimilation Theory. An Application To The Case Of Cultural/Heritage Tourism." International Journal of Management & Information Systems (IJMIS) 14, no. 4 (2011). http://dx.doi.org/10.19030/ijmis.v14i4.844.

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Despite the emergence of new strategies, models of expectancy/disconfirmation are still very popular in tourist research. This is why they are revisited by presenting an alternative for testing independence between expectations and disconfirmation versus what we call the positive version of the assimilation theory. A derivation of the chi-square statistic including an asymmetric continuity correction is provided to carry out such a test. This article relies on the information given by 1,500 respondents who were given a small questionnaire specially designed to measure tourist satisfaction in the emblematic part of Toledo, Spain (a UNESCO World Heritage City).

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Mill, Robert Christie. "A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management." International Business & Economics Research Journal (IBER) 1, no. 6 (2011). http://dx.doi.org/10.19030/iber.v1i6.3942.

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Providing and maintaining customer satisfaction is one of the most important challenges facing business today. Although this is a relatively new concept, research into this area has grown since the early 1980s.One ongoing debate in consumer satisfaction circles is the extent to which it is a cognitive process or an emotional state. The two theories that best explain customer satisfaction are disconfirmation paradigm and expectancy-value concept. Disconfirmation theory postulates that customers compare a new service experience with a standard they have developed. Their belief about the service is determined by how well it measures up to this standard. According to expectancy-value theory customers often make some judgment about a product, its benefits, and the likely outcomes of using the product. People will learn to perform behavior that they expect will lead to positive outcomes.There remains a need to provide a direct link between satisfaction and purchase. Some models indicate a link between satisfaction and repeat purchase intention but not yet to actual purchase. The most widely used model to translate theories of customer satisfaction into management practice is that of SERVQUAL. In this model service quality is defined as the difference between customer expectations and customer perception of service received.It is proposed that, at this time, the SERVQUAL model presents the best mechanism to explain customer satisfaction in hospitality and tourism. A detailed examination of the model is provided together with suggested areas for further research to improve its applicability to hospitality and tourism.

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Fergurson, J. Ricky, John T. Gironda, and Maria Petrescu. "Salesperson attributes that influence consumer perceptions of sales interactions." Journal of Consumer Marketing ahead-of-print, ahead-of-print (2021). http://dx.doi.org/10.1108/jcm-09-2020-4126.

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Purpose This paper aims to examine how modern, digital era customers in a business-to-consumer (B2C) setting prioritize salesperson-customer orientation attributes when evaluating their expectations regarding interactions with salespeople, as well as their impact on positive and negative word-of-mouth. In addition, the research further investigates which negative salesperson attributes have an impact on overall customer experience and satisfaction. Design/methodology/approach Role theory and expectancy-disconfirmation theory form the theoretical foundation for two mixed-method studies. Study 1 is an exploratory content analysis of online consumer reviews and social media word-of-mouth related to consumer experiences with salespeople. Study 2 is a three-round Delphi study investigating which salesperson orientation attributes are most important to the customer in B2C interactions. Findings The results uncover which salesperson customer orientation attributes are essential for modern consumers and how they differ as a function of context (retail, direct-selling and follow-up) and how they contribute to the generation of digital word-of-mouth. Originality/value This paper expands B2C sales interaction literature by exploring the need for differing sales attributes based on the differential function of the shopping environment.

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Siddiqi, Umar Iqbal, Jin Sun, and Naeem Akhtar. "Ulterior motives in peer and expert supplementary online reviews and consumers' perceived deception." Asia Pacific Journal of Marketing and Logistics ahead-of-print, ahead-of-print (2020). http://dx.doi.org/10.1108/apjml-06-2019-0399.

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PurposeThe study aims to examine the effects of ulterior motives in peer and expert supplementary online hotel reviews on consumers' perceived deception, dissatisfaction, and its downstream effects on altruistic response and repurchase intentions. The research also examines the moderating role of hotel attribute performance on perceived deception and its consequents.Design/methodology/approachThis study used convenient non-probability sampling and collected data from 448 inbound tourists in China. It used partial least square structural equation modeling technique and SmartPLS 3.0 for analyzing the main and moderating effects of the variables.FindingsThe ulterior motives in peer and expert supplementary reviews significantly affect perceived deception, further leading to consumers' dissatisfaction and engagement in altruistic response. Noticeably, consumers' dissatisfaction is positively associated with repeat purchase intentions. Hotel attribute performance significantly moderates the relationship between the ulterior motives in supplementary reviews and consumers' perceived deception.Originality/valueThe study examines the key issue in online hotel reviews using the expectancy disconfirmation theory and identifies consumers' altruistic behavior because of their dissatisfaction, contributing to ethics and consumer behavior literature. Moreover, the research offers prolific implications for hotel and travel websites and hoteliers in the study context.

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Wang, Zhijie. "Computer-assisted EFL writing and evaluations based on artificial intelligence: a case from a college reading and writing course." Library Hi Tech ahead-of-print, ahead-of-print (2020). http://dx.doi.org/10.1108/lht-05-2020-0113.

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PurposeThe aim of this study is to explore students' expectations and perceived effectiveness of computer-assisted review tools, and the differences in reliability and validity between human evaluation and automatic evaluation, to find a way to improve students' English writing ability.Design/methodology/approachBased on the expectancy disconfirmation theory (EDT) and Intelligent Computer-Assisted Language Learning (ICALL) theory, an experiment is conducted through the observation method, semistructured interview method and questionnaire survey method. In the experiment, respondents were asked to write and submit four essays on three online automated essay evaluation (AEE) systems in total, one essay every two weeks. Also, two teacher raters were invited to score the first and last papers of each student. The respondents' feedbacks were investigated to confirm the effectiveness of the AEE system; the evaluation results of the AEE systems and teachers were compared; descriptive statistics was used to analyze the experimental data.FindingsThe experiment revealed that the respondents held high expectations for the computer-assisted evaluation tools, and the effectiveness of computer scoring feedback on students was higher than that of teacher scoring feedback. Moreover, at the end of the writing project, the students' independent learning ability and English writing ability were significantly improved. Besides, there was a positive correlation between students' initial expectations of computer-assisted learning tools and the final evaluation of learning results.Originality/valueThe innovation lies in the use of observation methods, questionnaire survey methods, data analysis, and other methods for the experiment, and the combination of deep learning theory, EDT and descriptive statistics, which has particular reference value for future works.

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"Travel Behavior Predicting Satisfaction Among First Time Visitors to a Destination by Using the Expectancy Disconfirmation Theory. Abraham Pizam and Ady Milman. International Journal of Hospitality Management, vol. 12, no. 2, May 1993, pp. 197-209. Pergamon Press Inc., 660 White Plains Road, Tarrytown, NY 10591-5153. $219 annual subscription." Journal of Travel Research 32, no. 3 (1994): 79. http://dx.doi.org/10.1177/004728759403200381.

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Journal articles on the topic 'Expectancy-disconfirmation theory'

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