Expectation Confirmation Research Articles

What drives the travel switching behavior of Chinese Generation Z consumers

PurposeAs Chinese Generation Z consumers have distrust over traditional advertising and marketing, this study focuses on user-generated content (UGC) travel apps to demonstrate the structural relationship among the expertise of amateur information publisher, interactive atmosphere, information quality, expectation confirmation, perceived trust, experiential satisfaction and switching intention.Design/methodology/approachThis study carried out a questionnaire-based survey among Chinese Generation Z consumers and obtained 356 valid questionnaire copies that were analyzed with the structural equation.FindingsThe expertise of amateur information publisher and the interactive atmosphere of UGC travel apps have positive effects on perceived trust; expectation confirmation and perceived trust have positive effects on experiential satisfaction, and experiential satisfaction has negative effects on switching intention.Practical implicationsThe results should encourage UGC travel app developers to use visual effects so as to achieve a higher quality of information, foster a cordial interactive atmosphere and enhance the expertise of information publishers by selecting the best candidate, thus spurring the design of marketing activities popular among the Chinese Generation Z consumers.Originality/valueThis study argues that new-generation consumers have their specific appeals and in the tourist market. It explores the UGC travel apps, which are popular among Generation Z consumers in order to deepen marketing personnel's understanding of the relationship among the expertise of amateur information publisher, interactive atmosphere, information quality, expectation confirmation, perceived trust, experiential satisfaction and switching intention.

Self-Reinforcement Mechanisms of Sustainability and Continuous System Use: A Self-Service Analytics Environment Perspective

The capabilities of the people, processes, and technology are important factors to consider when exploring continuous use to create value. Multiple perceptions and attitudes towards self-service systems lead to various usage levels and outcomes. With complex analytical structures, organizations need a better understanding of IS value and users’ satisfaction. Incompatibility reduces the purpose of self-service analytics, decreasing its value and making it obsolete. In a qualitative, single case study, 20 interviews in a major digital Scandinavian marketplace were explored using the expectation–confirmation theory of continuous use to explore the mechanisms influencing the sustainability of self-service value. Two main mechanisms were identified: the personal capability reinforcement mechanism and the environment value reinforcement mechanism. This study contributes to the post-implementation and continuous use literature and self-service analytics literature and provides some practice implications to the related industry.

AI-based quality risk management in omnichannel operations: O2O food dissimilarity

Online-to-offline (O2O) omnichannel retail has grown very fast, but in the case of food, differences between product illustrations posted online and the actual goods that consumers receive have been a persistent problem. Hence, this pioneering study proposes a two-stage AI deep-learning method for mitigation of the quality risk posed to O2O omnichannel operations by O2O food dissimilarity, and investigates what information should be disclosed online to minimize the gap between O2O consumer expectations and perceptions, based on information theory and expectation-confirmation theory. Its empirical results reveal, first, that the proposed method can successfully assess the similarity between offline versions of products and the online images utilized for marketing them; and second, that restaurants can use food-similarity records to determine which online food-marketing images are most likely to achieve positive expectation confirmation. Lastly, it recommends that online food platforms include multiple, varied images of most heterogeneous foods, as a further means of avoiding O2O dissimilarity problems.

Exploring Factors Influencing Farmers' Continuance Intention to Crop Residue Retention: Evidence from Rural China.

Over the past decade, crop residue burning after harvest is prevalent in developing countries. Promoting crop residue retention to replace residue burning is effective in improving air quality and contributing to the mitigation of global climate change. This study examines farmers’ continuance intention of crop residue retention, using the expectation confirmation model (ECM) and survey data from 542 rice farmers in Hubei Province, P.R. The results show that farmers’ perceived usefulness, confirmation, perceived ease of use, and satisfaction significantly have direct or indirect positive impacts on their continuance intention on adopting crop residue retention. In particular, perceived ease of use contributes the most. Perceived usefulness and perceived ease of use act as intermediaries in the relationship between confirmation and farmers’ continuance intention to residue retention. This study provides a valuable governance reference and scientific basis for the government to adjust and improve existing policies, including how to stimulate farmers to continue to adopt agricultural waste treatment technologies such as residue retention.

Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

To improve customer experience and achieve sustainable development, many industries, especially banking, have leveraged artificial intelligence to implement a chatbot into their customer service. By integrating DeLone and McLean’s information systems success (D&M ISS) model and the expectation confirmation model (ECM) with the factor of trust, the aim of this study was to investigate the determinants of users’ continuance intentions towards chatbot services in the context of banking in Vietnam. A total of 359 questionnaire surveys were collected from a real bank’s chatbot users and analyzed using structural equation modeling. The findings revealed that users’ continuance intentions towards the banks’ chatbot services were influenced by satisfaction, trust, and perceived usefulness, of which trust had the strongest effect. The results also indicate that information quality, system quality, service quality, and confirmation of expectations had significant effects on three drivers of continuance intention in different ways. Our study contributes to the literature by providing a more comprehensive viewpoint to understand the perceptions and reactions of chatbot users in the post-adoption stage. The results of this study also yield several key suggestions for banking service providers on how to increase their customers’ intentions to continue using chatbot services, serving as a basis for long-term and sustainable development strategies in the current digital era.

Confirmation of interpersonal expectations is intrinsically rewarding.

People want to interact successfully with other individuals, and they invest significant efforts in attempting to do so. Decades of research have demonstrated that to simplify the dauntingly complex task of interpersonal communication, perceivers predict the responses of individuals in their environment using stereotypes and other sources of prior knowledge. Here, we show that these top-down expectations can also shape the subjective value of expectation-consistent and expectation-violating targets. Specifically, in two neuroimaging experiments (n = 58), we observed increased activation in brain regions associated with reward processing—including the nucleus accumbens—when perceivers observed information consistent with their social expectations. In two additional behavioral experiments (n = 704), we observed that perceivers were willing to forgo money to encounter an expectation-consistent target and avoid an expectation-violating target. Together, these findings suggest that perceivers value having their social expectations confirmed, much like food or monetary rewards.

Understanding the role of webcare in the online buying service recovery context

ABSTRACT Electronic word-of-mouth (eWOM) and reputation are crucial in the online buying marketplace, because negative WOM can easily spread very quickly. Businesses are investing a lot in consolidating customer relationships in order to improve their services and eliminate negative eWOM. So far, many studies have been carried out on the issue of eWOM, with some scholars proposing the concept of Webcare to analyze how businesses operate and conduct eWOM. In fact, it is hard to provide service recovery for many online companies, because service failure cannot be made up immediately and efficiently. And there are few studies do empirically address the issue of Webcare in the online buying context. In this vein, following “A post-acceptance of IS continuance model” originated from Expectation Confirmation Theory (ECT), this present study proposed a research model of “A post-acceptance of service recovery continuance model” in the research context of service recovery. The findings showed that “Post-acceptance of IS continuance model” can be applied into the context of service recovery with a highly explanatory power. The study confirmed the antecedent role of Webcare in the “Post-acceptance of service recovery continuance (repurchase) model”, and found that the Webcare should be employed in all of the online buying process as the trigger of service recovery sequence to satisfied consumers, instead of post remedy after the service failure.

모바일 오디오북 애플리케이션 지속 사용 의도에 관한 연구 - 기대일치모형, 기술수용모형과 가치기반수용모형 기반 요인을 중심으로

First of all, based on the Expectation Confirmation Model, Technology Acceptance Model and Value-based Adoption Model, this study added social influence variable besides expectation confirmation, perceived usefulness, perceived ease of use, perceived enjoyment, perceived fee, user satisfaction, continuance use intention of the basic variables to construct the research model. Then, through the network for the distribution of questionnaires, and received 252 valid questionnaires. Use SPSS 26.0 and AMOS 26.0 to perform reliability analysis, factor analysis and SEM on the collected datas. The results show that expectation confirmation has positive impact on perceived usefulness, perceived ease of use, perceived enjoyment and user satisfaction. It also has been proved that perceived ease of use has a positive effect on perceived usefulness and continuance use intention. Also, perceived enjoyment has positive impact on user satisfaction and user satisfaction has a positive effect on continuance use intention. Finally, this study combined with the actual situation of mobile audiobook applications, put forward practical implications to the operators about product development and content provisions.

모바일 O2O 어플리케이션을 통한 헤어샵 선택이 재방문의도에 미치는 영향

Recently, O2O (Online to Offline) services, which combine online and offline services, have been provided in various industries due to the expansion of Internet and smartphone use. Since its launch in 2016, the hair shop O2O service has continued to grow steadily, attracting more than 6,000 stores and attracting nearly 4.5 million users. However, theoretical and practical prior research on this is very insufficient. Based on the expectation confirmation theory, this study aims to reveal the influence and relationship on the intention of revisiting selected hair shops through mobile O2O applications. To this end, a research model was set up, and 103 response data were used for analysis by distributing questionnaires online to consumers with experience in using the mobile O2O application service. Structural model analysis shows that the perceived usefulness of the APP influences the confirmation of the selected hair shop, and the confirmation of the selected hair shop affects the perceived value and the satisfaction of the selected hair shop. In addition, the perceived value of the hair shop influences the satisfaction and the intention of revisiting the hair shop, and the satisfaction influences the revisit intention. The empirical analysis results of this study provide a foundation for future related follow-up studies and are believed to present development plans to O2O service developers and field practitioners.

짧은 동영상 플랫폼 이용자의 복합적 충성도 영향요인에 관한 연구 - 중국 틱톡 사용자를 중심으로 -

The purpose of this study is to enrich and deepen the theoretical framework of Continuous Use of Information System，in order to reveal and predict the behavior of users of short video platforms. Moreover, it can also provide some theoretical reference for all kinds of short video platforms to insight into users’ psychological needs and enhance user loyalty.<BR> Therefore, Based on the Information System Continuous Use Model, this paper integrates Expectation Confirmation Theory and Flow Experience Theory, taking Chinese TikTok users as the research object, constructs the conceptual model of TikTok users’ loyalty, and analyzes the questionnaire data by using statistical analysis software Amos, which proves the validity of the research hypothesis and model.<BR> The research results and contents are as follows：firstly, TikTok has achieved success in terms of sense of belonging，perceived entertainment and user satisfaction, which directly and significantly affect the user’s intention of continuous use, thus obtaining higher user loyalty.<BR> Secondly, to further improve user loyalty, TikTok operators should improve the perceived usefulness of short video content and the perceived interaction of TikTok users.<BR> Through this research, a new conceptual model of TikTok users’ loyalty was created which can give a benefit to the whole short video platform operators for improving the user retention rate.

Charting sustained usage toward mobile social media application: the criticality of expected benefits and emotional motivations

PurposeZalo is a Vietnam social media platform attracting over 100 m users worldwide. The work aims to ascertain how to boost users' satisfaction, habit and continuance intention toward Zalo based on the expectation confirmation theory (ECT) and its extension through the impacts of expected benefits and emotional motivations.Design/methodology/approachData are collected via an online survey on a convenience sample of 356 Zalo users. Statistical analysis is performed using Statistical Product and Service Solutions (SPSS) and Analysis of Moment Structures (AMOS) to test proposed hypotheses.FindingsResults indicate that confirmation positively influences expected benefits (i.e. pervasiveness, socialization, and self-discovery) and satisfaction. Moreover, satisfaction and habit are jointly stimulated by expected benefits and emotional motivations. Outcomes also reveal that satisfaction is a motivator of habit, which in turn surmises evidently to continuance intention.Practical implicationsFindings assist practitioners to develop their business trajectories by improving beneficial services of Zalo and positive emotions. This fulfills user satisfaction and habit, and promotes continuance behavior accordingly.Originality/valueConfirmation and expected benefits are acknowledged as the drivers of satisfaction, but existing literature remains inconclusive about dimensions of expected benefits influencing satisfaction and habit in social media. Furthermore, this study, by an extended ECT, explores emotional motivations for satisfaction and habit. Ultimately, habit is uncovered to foster prolonged usage.

Impact of enjoyment on the usage continuance intention of video-on-demand services

Understanding how video-on-demand (VoD) technology evolves and what outcomes can be expected from the continued use of VoD has a greater impact on the long-term viability of an information system. This study examines the behavioural intentions of VoD consumers to continue using the service and further examines the influence of enjoyment on the intention to continue to use. To explore the usage continuance, we adopt the expectation confirmation model (ECM) for information technology and integrate it with the hedonic system adoption model. Our aim is to address the lack of literature around the ECM-IT model extended with hedonic variables and to contribute to the small but growing body of research of VoD services. The partial least squares (PLS) method was used to analyse an online survey of 205 individuals. The results suggest that satisfaction is the greatest predictor of the usage continuance intention and enjoyment strongly impacts satisfaction. Enjoyment in a hedonic system context is a manifestation of positive emotions that are translated into satisfaction. Our model explains 48.1% of the variance of the usage continuance and 53.8% of the satisfaction. The findings of this study offer an opportunity to better understand the long-term viability of VoD Services.

Advocating recycling and encouraging environmentally friendly habits through gamification: An empirical investigation

A circular economy emphasizes decreasing the use of new raw materials and the disposal of waste by reusing and recycling, which ensures that products and materials can remain in use, thereby extending their life cycle. Promoting recycling and environmentally friendly habits can help consumers engage in sustainability thinking, which is essential considering that effective resource recycling critically depends on environmentalists' behaviors. A helpful means to encourage such thinking and habits is gamification. Deepening and extending findings from the existing literature, this study applies gamification to conceptualize contributions to resource recycling and environmentally friendly habits. For this purpose, we integrate a cognitive–affective model with an expectation–confirmation model to examine causal relationships between the utilitarian (effectiveness and efficiency) and hedonic (playfulness) values of a website and users' cognition- and affect-based attitudes, satisfaction, confirmation, and behavioral intentions (word of mouth [WOM] and continued usage). We empirically test the research model by applying structural equation modeling to analyze the experiences of a sample of 457 participants that are members of Recyclebank, an American company set up to encourage recycling and environmentally friendly habits. The results reveal that effectiveness, efficiency, playfulness, and confirmation contribute to cognition- and affect-based attitudes and satisfaction, which in turn influence repetitive usage and WOM intentions. Attitudes, however, may differ depending on the cultural background of the user. Thus, we find that collectivistic versus individualistic user orientations moderate the effects of value on attitudes in a gamification context. The findings provide website managers with insights regarding determinants crucial in formulating intention policies and motivating users’ to continue using a service.

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We approach these issues by investigating the concept of infusion use, defined as CS employees’ assessment of the extent to which they use a CRM system to its fullest potential to best support their work in the CRM-enabled service interaction context. Drawing on the IS success framework and expectation confirmation theory, we first formulate a baseline model that explains the direct and indirect mechanisms through which CS employees’ infusion use of CRM systems leads to customers’ expectation confirmation, which in turn affects customers’ satisfaction. We then draw on the lenses of media richness and communication adaptation to theorize why these two mechanisms exert differential influence in face-to-face and virtual channels. We test the hypotheses by collecting multiwave data from CS employees, customers, and firm archives of a Fortune 500 telecom service firm. We find that (1) CS employee infusion use can directly contribute to customer expectation confirmation and indirectly do so through CS employees’ satisfaction with the system (i.e., user satisfaction), and (2) the direct mechanism plays a more critical role in the face-to-face channel, whereas the indirect mechanism is more important in the virtual channel. Our findings inform managers of the avenues through which employees’ infusion use promotes CRM-enabled service success across face-to-face and virtual service channels.

Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context.

Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings. Grounded on the expectation confirmation theory and social exchange theory, this study examined the influence of service recovery expectation and recovery justice on customer citizenship behavior with a serial mediation of recovery expectation confirmation and post-recovery satisfaction. A total of 774 samples from e-shoppers with most impressive (N = 401) and most recent (N = 373) service recovery experience were collected to test the hypotheses using structural equation modeling and bootstrapping procedures. This study reveals that service recovery expectation has a negative impact on recovery expectation confirmation, while recovery justice positively affects recovery expectation confirmation, which is further positively correlated with post-recovery satisfaction and customer citizenship behavior. Moreover, recovery expectation confirmation and post-recovery satisfaction play a serial mediation in the relationship between service recovery expectation and recovery justice, and customer citizenship behavior. Our study contributes to the growing body of customer citizenship behavior literature by offering an alternative perspective (i.e., service recovery) to understand what encourage or impede customer citizenship behavior, and expands service recovery literature by combining service recovery expectation and recovery justice into a framework and revealing the expectation–confirmation mechanism through which they influence post-recovery satisfaction in online shopping setting.

Exploring the motivations to use online meal delivery platforms: Before and during quarantine

Online meal delivery platforms (OMDPs), like UberEats, have received more attention since quarantine was established to prevent the spread of COVID-19. The research into antecedents of satisfaction and continuous usage intention for OMDPs, in general, is under researched. The current study compared the antecedents of satisfaction before quarantine to the antecedents during quarantine through the lens of Expectation-Confirmation Theory. Through multiple regression analyses, the researchers found that before quarantine, sharing economy ethos, price-value, food quality, ease of use and confirmation of beliefs had a significant impact on satisfaction while during quarantine, food quality, service speed, ease of use, and confirmation of beliefs were significant. Practical and theoretical implications are discussed. • Online meal delivery platforms usage is examined. • Antecedents of satisfaction differed before and during quarantine. • Antecedents of continuous usage differed before and during quarantine. • Expectancy confirmation theory influenced both groups. • Food quality was a consistent antecedent.

Factors Influencing Fitness App Users’ Behavior in China

ABSTRACT This study aimed to develop and test a model to explain factors that affect continuous behavior while using fitness apps via expectation-confirmation theory (ECT), Technology Acceptance Model (TAM), and Post-Acceptance Model of Information Systems Continuance (PAM-ISC). Participants completed an online survey. A structural equation model was used to test the proposed model composed of the main factors from ECT, TAM, and PAM-ISC. Achievement motivation was the most important motivation in fitness app use; social, exercise, economic, and interest motivations were also significant factors, while self-development and emotional motivations did not influence initial experience behavior. Five key factors regarding continuous behavior were also identified: expectation confirmation, satisfaction, perceived ease of use, perceived usefulness, and trust. As the frequency of fitness app use are expected to increase, this model provides theoretical and practical guidance for app designers and marketers

Usability and Acceptance of Wearable Biosensors in Forensic Psychiatry: Cross-sectional Questionnaire Study.

BackgroundThe use of wearable biosensor devices for monitoring and coaching in forensic psychiatric settings yields high expectations for improved self-regulation of emotions and behavior in clients and staff members. More so, if clients have mild intellectual disabilities (IQ 50-85), they might benefit from these biosensors as they are easy to use in everyday life, which ensures that clients can practice with the devices in multiple stress and arousal-inducing situations. However, research on (continuous) use and acceptance of biosensors in forensic psychiatry for clients with mild intellectual disabilities and their caretakers is scarce. Although wearable biosensors show promise for health care, recent research showed that the acceptance and continuous use of wearable devices in consumers is not as was anticipated, probably due to low expectations.ObjectiveThe main goal of this study was to investigate the associations between and determinants of the expectation of usability, the actual experienced usability, and the intention for continuous use of biosensors.MethodsA total of 77 participants (31 forensic clients with mild intellectual disabilities and 46 forensic staff members) participated in a 1-week trial. Preceding the study, we selected 4 devices thought to benefit the participants in domains of self-regulation, physical health, or sleep. Qualitative and quantitative questionnaires were used that explored the determinants of usability, acceptance, and continuous use of biosensors. Questionnaires consisted of the System Usability Scale, the Technology Acceptance Model questionnaire, and the extended expectation confirmation model questionnaire.ResultsOnly the experienced usability of the devices was associated with intended continuous use. Forensic clients scored higher on acceptance and intention for continuous use than staff members. Moderate associations were found between usability with acceptance and continuous use. Staff members showed stronger associations between usability and acceptance (r=.80, P<.001) and usability and continuous use (r=.79, P<.001) than clients, who showed more moderate correlations between usability and acceptance (r=.46, P=.01) and usability and continuous use (r=.52, P=.003). The qualitative questionnaires in general indicated that the devices were easy to use and gave clear information.ConclusionsContrary to expectations, it was the actual perceived usability of wearing a biosensor that was associated with continuous use and to a much lesser extent the expectancy of usability. Clients scored higher on acceptance and intention for continuous use, but associations between usability and both acceptance and continuous use were markedly stronger in staff members. This study provides clear directions on how to further investigate these associations. For example, whether this is a true effect or due to a social desirability bias in the client group must be investigated. Clients with mild intellectual disabilities might benefit from the ease of use of these devices and their continuing monitoring and coaching apps. For these clients, it is especially important to develop easy-to-use biosensors with a minimum requirement on cognitive capacity to increase usability, acceptance, and continuous use.

Continuance Intention of University Students and Online Learning during the COVID-19 Pandemic: A Modified Expectation Confirmation Model Perspective

The prevalence of COVID-19 has changed traditional teaching modes. For many teachers, online learning effectively compensated for the absence of traditional face-to-face instruction. Online learning can support students and schools and can create unique opportunities under emergency management. Educational institutions in various countries have launched large-scale online course modes in response to the pandemic. Additionally, online learning during a pandemic differs from traditional online learning modes. Through surveying students in higher education institutions, educational reform under emergency management can be explored. Therefore, university students were surveyed to investigate their continuance intention regarding online learning during the pandemic. Expectation confirmation theory was extended using the task-technology fit model to ascertain whether the technical support of promoting online learning helped student’s complete course learning tasks during the pandemic and spawned a continuance intention to use online learning in the future. Data were collected through online questionnaires. A total of 854 valid responses were collected, and partial least squares structural equation modeling was employed to verify the research hypotheses. The results revealed that the overall research framework largely explained continuance intention. Concrete suggestions are proposed for higher education institutions to promote online learning modes and methods after the COVID-19 pandemic.

Gratifications and readership of women’s magazines in South Africa

The purpose of this article is to expand knowledge about the gratification obtained from women’s magazines using the Uses and Gratifications Theory and the Expectation Confirmation Theory. A mobile-administered survey instrument was used to collect data from 520 magazine readers in South Africa. Key findings indicate that women’s magazines – queens of the newsstands – remain effective mechanisms in delivering inspiration for how females explore ways to improve themselves and for their social-oriented gratifications. The perceived gratification for the inspirational self-oriented dimension was higher than for the social-oriented dimension. There is also a significant difference between the satisfaction levels of readership behaviour groups.