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Expectation Confirmation in Technology Use

Author

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  • 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
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    11. 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.
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