IDEAS home Printed from https://ideas.repec.org/a/inm/orisre/v23y2012i2p474-487.html
   My bibliography  Save this article

Expectation Confirmation in Technology Use

Author

Listed:
  • Susan A. Brown

    (Department of Management Information Systems, Eller College of Management, University of Arizona, Tucson, Arizona 85721)

  • Viswanath Venkatesh

    (Walton College of Business, University of Arkansas, Fayetteville, Arkansas 72701)

  • Sandeep Goyal

    (College of Business, University of Southern Indiana, Evansville, Indiana 47712)

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.

Suggested Citation

  • Susan A. Brown & Viswanath Venkatesh & Sandeep Goyal, 2012. "Expectation Confirmation in Technology Use," Information Systems Research, INFORMS, vol. 23(2), pages 474-487, June.
    • Handle: RePEc:inm:orisre:v:23:y:2012:i:2:p:474-487
    DOI: 10.1287/isre.1110.0357
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/isre.1110.0357
    Download Restriction: no
    File URL: https://libkey.io/10.1287/isre.1110.0357?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Detmar Straub & Moez Limayem & Elena Karahanna-Evaristo, 1995. "Measuring System Usage: Implications for IS Theory Testing," Management Science, INFORMS, vol. 41(8), pages 1328-1342, August.
    2. Ritu Agarwal & Jayesh Prasad, 1998. "A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology," Information Systems Research, INFORMS, vol. 9(2), pages 204-215, June.
    3. Marie-Claude Boudreau & Daniel Robey, 2005. "Enacting Integrated Information Technology: A Human Agency Perspective," Organization Science, INFORMS, vol. 16(1), pages 3-18, February.
    4. Edwards, Jeffrey R. & Rothbard, Nancy P., 1999. "Work and Family Stress and Well-Being: An Examination of Person-Environment Fit in the Work and Family Domains," Organizational Behavior and Human Decision Processes, Elsevier, vol. 77(2), pages 85-129, February.
    5. Oliver, Richard L. & Balakrishnan, P. V. (Sundar) & Barry, Bruce, 1994. "Outcome Satisfaction in Negotiation: A Test of Expectancy Disconfirmation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 60(2), pages 252-275, November.
    6. Tversky, Amos & Kahneman, Daniel, 1992. "Advances in Prospect Theory: Cumulative Representation of Uncertainty," Journal of Risk and Uncertainty, Springer, vol. 5(4), pages 297-323, October.
    7. Cable, Daniel M. & Judge, Timothy A., 1996. "Person-Organization Fit, Job Choice Decisions, and Organizational Entry," Organizational Behavior and Human Decision Processes, Elsevier, vol. 67(3), pages 294-311, September.
    8. Amos Tversky & Daniel Kahneman, 1991. "Loss Aversion in Riskless Choice: A Reference-Dependent Model," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 106(4), pages 1039-1061.
    9. Edwards, Jeffrey R., 1994. "The Study of Congruence in Organizational Behavior Research: Critique and a Proposed Alternative," Organizational Behavior and Human Decision Processes, Elsevier, vol. 58(1), pages 51-100, April.
    10. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    11. Brown, Susan A. & Venkatesh, Viswanath & Kuruzovich, Jason & Massey, Anne P., 2008. "Expectation confirmation: An examination of three competing models," Organizational Behavior and Human Decision Processes, Elsevier, vol. 105(1), pages 52-66, January.
    12. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    13. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    14. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
    15. Sung S. Kim & Naresh K. Malhotra, 2005. "A Longitudinal Model of Continued IS Use: An Integrative View of Four Mechanisms Underlying Postadoption Phenomena," Management Science, INFORMS, vol. 51(5), pages 741-755, May.
    16. Michael J. Ginzberg, 1981. "Early Diagnosis of MIS Implementation Failure: Promising Results and Unanswered Questions," Management Science, INFORMS, vol. 27(4), pages 459-478, April.
    17. Edwards, Jeffrey R., 1995. "Alternatives to Difference Scores as Dependent Variables in the Study of Congruence in Organizational Research," Organizational Behavior and Human Decision Processes, Elsevier, vol. 64(3), pages 307-324, December.
    18. Barry, Bruce & Oliver, Richard L., 1996. "Affect in Dyadic Negotiation: A Model and Propositions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 67(2), pages 127-143, August.
    19. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Xusen Cheng & Ying Bao & Bo Yang & Sihua Chen & Yiting Zuo & Mikko Siponen, 2023. "Investigating Students’ Satisfaction with Online Collaborative Learning During the COVID-19 Period: An Expectation-Confirmation Model," Group Decision and Negotiation, Springer, vol. 32(4), pages 749-778, August.
    2. Paul John Steinbart & Mark J. Keith & Jeffry Babb, 2016. "Examining the Continuance of Secure Behavior: A Longitudinal Field Study of Mobile Device Authentication," Information Systems Research, INFORMS, vol. 27(2), pages 219-239, June.
    3. Ming-Yan Wang & Peng-Zhu Zhang & Cheng-Yang Zhou & Neng-Ye Lai, 2019. "Effect of Emotion, Expectation, and Privacy on Purchase Intention in WeChat Health Product Consumption: The Mediating Role of Trust," IJERPH, MDPI, vol. 16(20), pages 1-19, October.
    4. Emmanuel W. Ayaburi & Jaeung Lee & Michele Maasberg, 0. "Understanding Crowdsourcing Contest Fitness Strategic Decision Factors and Performance: An Expectation-Confirmation Theory Perspective," Information Systems Frontiers, Springer, vol. 0, pages 1-14.
    5. Pee, L.G. & Jiang, James & Klein, Gary, 2018. "Signaling effect of website usability on repurchase intention," International Journal of Information Management, Elsevier, vol. 39(C), pages 228-241.
    6. Pei-Yu Chen & Yili Hong & Ying Liu, 2018. "The Value of Multidimensional Rating Systems: Evidence from a Natural Experiment and Randomized Experiments," Management Science, INFORMS, vol. 64(10), pages 4629-4647, October.
    7. Zehua Li & Jiaran Niu & Zhenzhou Li & Yukun Chen & Yang Wang & Bin Jiang, 2022. "The Impact of Individual Differences on the Acceptance of Self-Driving Buses: A Case Study of Nanjing, China," Sustainability, MDPI, vol. 14(18), pages 1-14, September.
    8. Maria Vincenza Ciasullo & Gennaro Maione & Carlo Torre & Orlando Troisi, 2017. "What about Sustainability? An Empirical Analysis of Consumers’ Purchasing Behavior in Fashion Context," Sustainability, MDPI, vol. 9(9), pages 1-18, September.
    9. JosephNg, P.S., 2018. "EaaS Optimization: Available yet hidden information technology infrastructure inside medium size enterprise," Technological Forecasting and Social Change, Elsevier, vol. 132(C), pages 165-173.
    10. Nancy K. Lankton & D. Harrison McKnight & Ryan T. Wright & Jason Bennett Thatcher, 2016. "Research Note—Using Expectation Disconfirmation Theory and Polynomial Modeling to Understand Trust in Technology," Information Systems Research, INFORMS, vol. 27(1), pages 197-213, March.
    11. Viswanath Venkatesh, 2022. "Adoption and use of AI tools: a research agenda grounded in UTAUT," Annals of Operations Research, Springer, vol. 308(1), pages 641-652, January.
    12. Kristin Masuch & Maike Greve & Simon Trang, 2021. "What to do after a data breach? Examining apology and compensation as response strategies for health service providers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 829-848, December.
    13. Shin, Dong-Hee, 2017. "Quality of Experience in Relation to Personal Informatics Tools: The Analysis and Modelling of Quality of Experience for IoT," 14th ITS Asia-Pacific Regional Conference, Kyoto 2017: Mapping ICT into Transformation for the Next Information Society 168540, International Telecommunications Society (ITS).
    14. Cruz-Jesus, Frederico & Figueira-Alves, Hugo & Tam, Carlos & Pinto, Diego Costa & Oliveira, Tiago & Venkatesh, Viswanath, 2023. "Pragmatic and idealistic reasons: What drives electric vehicle drivers' satisfaction and continuance intention?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 170(C).
    15. Emmanuel W. Ayaburi & Jaeung Lee & Michele Maasberg, 2020. "Understanding Crowdsourcing Contest Fitness Strategic Decision Factors and Performance: An Expectation-Confirmation Theory Perspective," Information Systems Frontiers, Springer, vol. 22(5), pages 1227-1240, October.
    16. Cayetano Medina & Ramón Rufín & Manuel Rey, 2015. "Mediating relationships in and satisfaction with online technologies: communications or features beyond expectations?," Service Business, Springer;Pan-Pacific Business Association, vol. 9(4), pages 587-609, December.
    17. Xiuyuan Gong & Matthew K. O. Lee & Zhiying Liu & Xiabing Zheng, 2020. "Examining the Role of Tie Strength in Users’ Continuance Intention of Second-Generation Mobile Instant Messaging Services," Information Systems Frontiers, Springer, vol. 22(1), pages 149-170, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Brown, Susan A. & Venkatesh, Viswanath & Kuruzovich, Jason & Massey, Anne P., 2008. "Expectation confirmation: An examination of three competing models," Organizational Behavior and Human Decision Processes, Elsevier, vol. 105(1), pages 52-66, January.
    2. Zhen Wang & John Lim & Xiaojia Guo, 2010. "Negotiator Satisfaction in NSS-Facilitated Negotiation," Group Decision and Negotiation, Springer, vol. 19(3), pages 279-300, May.
    3. Christopher R. Plouffe & John S. Hulland & Mark Vandenbosch, 2001. "Research Report: Richness Versus Parsimony in Modeling Technology Adoption Decisions—Understanding Merchant Adoption of a Smart Card-Based Payment System," Information Systems Research, INFORMS, vol. 12(2), pages 208-222, June.
    4. Kwahk, Kee-Young & Ahn, Hyunchul & Ryu, Young U., 2018. "Understanding mandatory IS use behavior: How outcome expectations affect conative IS use," International Journal of Information Management, Elsevier, vol. 38(1), pages 64-76.
    5. Kuo-Yu Huang & Yea-Ru Chuang, 2016. "A task–technology fit view of job search website impact on performance effects: An empirical analysis from Taiwan," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1253943-125, December.
    6. Riffat Ara Zannat Tama & Md Mahmudul Hoque & Ying Liu & Mohammad Jahangir Alam & Mark Yu, 2023. "An Application of Partial Least Squares Structural Equation Modeling (PLS-SEM) to Examining Farmers’ Behavioral Attitude and Intention towards Conservation Agriculture in Bangladesh," Agriculture, MDPI, vol. 13(2), pages 1-22, February.
    7. Jeeyeon Jeong & Yaeri Kim & Taewoo Roh, 2021. "Do Consumers Care About Aesthetics and Compatibility? The Intention to Use Wearable Devices in Health Care," SAGE Open, , vol. 11(3), pages 21582440211, August.
    8. Sarv Devaraj & Ming Fan & Rajiv Kohli, 2002. "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, INFORMS, vol. 13(3), pages 316-333, September.
    9. Gansser, Oliver Alexander & Reich, Christina Stefanie, 2021. "A new acceptance model for artificial intelligence with extensions to UTAUT2: An empirical study in three segments of application," Technology in Society, Elsevier, vol. 65(C).
    10. Xinlu Wen & Marios Sotiriadis & Shiwei Shen, 2023. "Determining the Key Drivers for the Acceptance and Usage of AR and VR in Cultural Heritage Monuments," Sustainability, MDPI, vol. 15(5), pages 1-24, February.
    11. Attié, Elodie & Meyer-Waarden, Lars, 2022. "The acceptance and usage of smart connected objects according to adoption stages: an enhanced technology acceptance model integrating the diffusion of innovation, uses and gratification and privacy ca," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    12. Ivonne Angelica Castiblanco Jimenez & Laura Cristina Cepeda García & Maria Grazia Violante & Federica Marcolin & Enrico Vezzetti, 2020. "Commonly Used External TAM Variables in e-Learning, Agriculture and Virtual Reality Applications," Future Internet, MDPI, vol. 13(1), pages 1-21, December.
    13. Viswanath Venkatesh, 2000. "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research, INFORMS, vol. 11(4), pages 342-365, December.
    14. Gao, Tao (Tony) & Rohm, Andrew J. & Sultan, Fareena & Pagani, Margherita, 2013. "Consumers un-tethered: A three-market empirical study of consumers' mobile marketing acceptance," Journal of Business Research, Elsevier, vol. 66(12), pages 2536-2544.
    15. Yu, Kang Yang Trevor, 2014. "Person–organization fit effects on organizational attraction: A test of an expectations-based model," Organizational Behavior and Human Decision Processes, Elsevier, vol. 124(1), pages 75-94.
    16. repec:dau:papers:123456789/7962 is not listed on IDEAS
    17. Baudier, Patricia & Ammi, Chantal & Deboeuf-Rouchon, Matthieu, 2020. "Smart home: Highly-educated students' acceptance," Technological Forecasting and Social Change, Elsevier, vol. 153(C).
    18. Her-Sen Doong & Hsiangchu Lai, 2008. "Exploring usage continuance of e-negotiation systems: expectation and disconfirmation approach," Group Decision and Negotiation, Springer, vol. 17(2), pages 111-126, March.
    19. Nripendra P. Rana & Yogesh K. Dwivedi & Banita Lal & Michael D. Williams & Marc Clement, 2017. "Citizens’ adoption of an electronic government system: towards a unified view," Information Systems Frontiers, Springer, vol. 19(3), pages 549-568, June.
    20. Heijden, Hans van der, 2000. "E-Tam : a revision of the Technology Acceptance Model to explain website revisits," Serie Research Memoranda 0029, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    21. Iviane Ramos-de-Luna & Francisco Montoro-Ríos & Francisco Liébana-Cabanillas, 2016. "Determinants of the intention to use NFC technology as a payment system: an acceptance model approach," Information Systems and e-Business Management, Springer, vol. 14(2), pages 293-314, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orisre:v:23:y:2012:i:2:p:474-487. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.