Expectation Confirmation: An Examination of Three Competing Models

Organizational Behavior and Human Decision Processes (105:1), 2008, 52-66. https://doi.org/10.1016/j.obhdp.2006.09.008

46 Pages Posted: 18 Apr 2022

See all articles by Sue A. Brown

Sue A. Brown

University of Arizona - Department of Management Information Systems

Viswanath Venkatesh

Virginia Polytechnic Institute and State University - Pamplin College of Business

Jason Kuruzovich

University of Maryland

Anne P. Massey

Indiana University

Date Written: 2008

Abstract

We discuss three theoretical models from met expectations research in the fields of organizational behavior and consumer psychology. Based on the fundamental arguments in the models, we term these models: disconfirmation, ideal point, and experiences only. We present three-dimensional graphical and analytical representations of the models with satisfaction being a function of expectations and experiences. We tested the models in the context of a new information system implementation in an organization, with expectations, experiences, and system satisfaction measured for both ease of use and usefulness, the focal constructs of the Technology Acceptance Model (TAM). We found that an experiences only model in which expectations had no measurable effect best explained the data for ease of use. The results for usefulness indicated a modified version of the experiences only model in which the positive effect of experiences becomes slightly stronger - i.e., more positive - as expectations increase.

Suggested Citation

Brown, Sue A. and Venkatesh, Viswanath and Kuruzovich, Jason and Massey, Anne P., Expectation Confirmation: An Examination of Three Competing Models (2008). Organizational Behavior and Human Decision Processes (105:1), 2008, 52-66. https://doi.org/10.1016/j.obhdp.2006.09.008, Available at SSRN: https://ssrn.com/abstract=4061227

Sue A. Brown

University of Arizona - Department of Management Information Systems ( email )

AZ
United States

Viswanath Venkatesh (Contact Author)

Virginia Polytechnic Institute and State University - Pamplin College of Business ( email )

VA
United States

HOME PAGE: http://vvenkatesh.com

Jason Kuruzovich

University of Maryland ( email )

College Park
College Park, MD 20742
United States

Anne P. Massey

Indiana University

107 S Indiana Ave
100 South Woodlawn
Bloomington, IN 47405
United States

Do you have negative results from your research you’d like to share?

Paper statistics

Downloads
30
Abstract Views
192
PlumX Metrics