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Reconsidering the expectancy disconfirmation model. Three experimental replications

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  • Stephan Grimmelikhuijsen
  • Gregory A. Porumbescu

Abstract

The expectancy disconfirmation model (EDM) posits that disconfirmation (the difference between expectations and perceived performance) affects citizen satisfaction. Van Ryzin experimentally manipulated expectations and performance and found a direct effect of performance, but no disconfirmation. We performed: an exact replication; a conceptual replication with extreme manipulations; a conceptual replication that reversed the order of a performance and expectations manipulation. Study 1 and 2 reproduced original findings. In contrast, study 3 indicates that expectation cues are retrospectively used to anchor prior experiences of performance. As the rational assumptions underlying the EDM are increasingly challenged, we need a better understanding of how cognitive biases shape citizen satisfaction.

Suggested Citation

  • Stephan Grimmelikhuijsen & Gregory A. Porumbescu, 2017. "Reconsidering the expectancy disconfirmation model. Three experimental replications," Public Management Review, Taylor & Francis Journals, vol. 19(9), pages 1272-1292, October.
    • Handle: RePEc:taf:rpxmxx:v:19:y:2017:i:9:p:1272-1292
    DOI: 10.1080/14719037.2017.1282000
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    Cited by:

    1. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
    2. Victor Bunster & Waldo Bustamante, 2019. "Structuring a Residential Satisfaction Model for Predictive Personalization in Mass Social Housing," Sustainability, MDPI, vol. 11(14), pages 1-30, July.
    3. Laurent Scaringella & Anna Górska & Dennis Calderon & Jose Benitez, 2022. "Should we teach in hybrid mode or fully online? A theory and empirical investigation on the service–profit chain in MBAs," Post-Print hal-03519796, HAL.
    4. Batat, Wided, 2021. "How augmented reality (AR) is transforming the restaurant sector: Investigating the impact of “Le Petit Chef” on customers’ dining experiences," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    5. Siti Daleela Mohd Wahid & Siti Hajjar Mohd Amin & Abdul Jalil Mohamed Ali & Abdul Jalil Mohamed Ali & Aida Abdullah & Siti Mariam Ali, 2020. "Citizen-Centric Public Service Satisfaction During Pandemic Outbreak: A Measurement Model," Journal of Public Administration and Governance, Macrothink Institute, vol. 10(4), pages 100117-1001, December.
    6. Morten Hjortskov, 2020. "Interpreting expectations: Normative and predictive expectations from the citizens’ viewpoint," Journal of Behavioral Public Administration, Center for Experimental and Behavioral Public Administration, vol. 3(1).
    7. Zongfeng Sun & Jintao Li, 2019. "Citizens’ Satisfaction with Air Quality and Key Factors in China—Using the Anchoring Vignettes Method," Sustainability, MDPI, vol. 11(8), pages 1-19, April.
    8. Morten Hjortskov, 2021. "Personality traits in citizen expectations towards public services," Journal of Behavioral Public Administration, Center for Experimental and Behavioral Public Administration, vol. 4(1).
    9. Manuel Rey-Moreno & Cayetano Medina-Molina & Ramón Barrera-Barrera, 2018. "Multichannel strategies in public services: levels of satisfaction and citizens’ preferences," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(1), pages 9-24, March.

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