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Incorporating trust-in-technology into Expectation Disconfirmation Theory
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2014 | Journal of Strategic Information Systems | Citations: 0
Authors: Lankton, Nancy; McKnight, D. Harrison; Thatcher, Jason Bennett

Abstract: Continued use of strategic information systems is not always a given. This study ... Expand

Abstract: Continued use of strategic information systems is not always a given. This study proposes that users’ trust in the system may influence their satisfaction and continuance intention. While trust has been found to have strategic implications for understanding consumers’ technology usage, relatively little research has examined how trust’s influence operates over time. To gain insight into trust’s influence on strategic system usage over time and to explain how trust relates to satisfaction and continuance intention, we integrate trust-related constructs with the Complete Expectation Disconfirmation Theory (EDT) Model. Our results demonstrate that trust plays a central role in the EDT process and that the EDT process helps explain trust’s role more completely. The study shows that technology trusting expectations influence trusting intention through performance, disconfirmation, and satisfaction. We also show that technology trusting intention adds predictive power to EDT’s satisfaction construct as together they predict usage continuance intention. For research, our results provide a strong combined EDT and trust theory base for future studies that examine expectation management and system development projects. For practice, our study informs systems implementation strategies for technologies that have fewer human-like characteristics and more technology-like characteristics. Our findings underscore that managers need to adopt an EDT process-based view when seeking to build trust, satisfaction, and continuance intention in strategically important information systems. Collapse

Semantic filters: complete expectation disconfirmation theory

Topics: ease of use strategic information system database system systems development IT development project

Methods: survey survey design design artifact triangulation case study

Theories: complete expectation disconfirmation theory unified theory of acceptance and use of technology trust theory expectation disconfirmation theory theory of reasoned action
Examining Two Expectation Disconfirmation Theory Models: Assimilation and Asymmetry Effects

2012 | Journal of the Association for Information Systems | Citations: 64
Authors: Lankton, Nancy K.; McKnight, Harrison D.

Abstract: Expectation disconfirmation theory (EDT) posits that expectations, disconfirmati ... Expand

Abstract: Expectation disconfirmation theory (EDT) posits that expectations, disconfirmation, and performance influence customer satisfaction. While information systems researchers have adopted EDT to explain user information technology (IT) satisfaction, they often use various EDT model subsets. Leaving out one or more key variables, or key relationships among the variables, can reduce EDT's explanatory potential. It can also suggest an intervention for practice that is very different from (and inferior to) the intervention suggested by a more complete model. Performance is an especially beneficial but largely neglected EDT construct in IT research. Using EDT theory from the marketing literature, this paper explains and demonstrates the incremental value of using the complete IT EDT model with performance versus the simplified model without it. Studying software users, we find that the complete model with performance both reveals assimilation effects for less experienced users and uncovers asymmetric effects not found in the simplified model. We also find that usefulness performance more strongly influences usage continuance intention than does any other EDT variable. We explain how researchers and practitioners can take full advantage of the predictive and explanatory power of the complete IT EDT model. Collapse

Semantic filters: complete expectation disconfirmation theory

Topics: ease of use information system use marketing management database system productivity

Methods: survey SEM tool longitudinal research chi squared test longitudinal survey

Theories: prospect theory complete expectation disconfirmation theory

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Incorporating trust-in-technology into Expectation Disconfirmation Theory

Examining Two Expectation Disconfirmation Theory Models: Assimilation and Asymmetry Effects