Expectancy Disconfirmation Research Articles

The Impact of Online Reviews on Hotel Performance

Purpose: The main objective of this study was to explore the impact of online reviews on hotel performance.
 Methodology: The study adopted a desktop research methodology. Desk research refers to secondary data or that which can be collected without fieldwork. Desk research is basically involved in collecting data from existing resources hence it is often considered a low cost technique as compared to field research, as the main cost is involved in executive’s time, telephone charges and directories. Thus, the study relied on already published studies, reports and statistics. This secondary data was easily accessed through the online journals and library.
 Findings: The findings revealed that there exists a contextual and methodological gap relating to the impact of online reviews on hotel performance. Preliminary empirical review revealed that online reviews serve as a potent mechanism through which potential guests gather information, make booking decisions, and form perceptions about hotels. These findings underscore the need for hotels to adopt a proactive approach to online reputation management, engage with guest feedback, and leverage online reviews as a strategic tool for improving their performance in an increasingly competitive hospitality industry. As travelers continue to rely on online reviews to guide their choices, the role of online feedback in shaping the success and sustainability of hotels is likely to remain a critical area of study and strategic focus in the years to come.
 Unique Contribution to Theory, Practice and Policy: The Social Influence theory, the Information Asymmetry theory and the Expectancy Disconfirmation Theory may be used to anchor future studies on hotel performance. The study recommended for active reputation management, credible review sources, leverage positive reviews, sentiment analysis tools, tailored management responses, long term reputation building amongst others. These recommendations aim to help hotels harness the positive influence of online reviews on their performance while actively managing and mitigating the potential negative impacts of unfavorable feedback. By adopting a proactive and guest-centric approach to online reputation management, hotels can optimize their performance in the competitive hospitality industry.

Why dropping intention of attention to YouTuber channels?

PurposeSocial participation and user-generated contents have engendered an era when “any receiver can be a provider.” Although studies have emphasized on increasing the number of subscribers conducive to platform success, the issue regarding why viewers drop their registered YouTuber channels has been less addressed. This article aims to present and empirically test a causal model to account for the pattern of discontinuous intention of attention to YouTuber channels.Design/methodology/approachInspired by the expectation–disconfirmation theory, the study proposes and examines a research model by using an empirical quantitative approach. The proposed model considers channel and YouTuber facets, as well as potential moderation effects of viewing seniority.FindingsAnalysis of a sample of 406 questionnaires revealed that ads interference is not a significant reason for discontinuation of viewing a channel, in contrast to insufficient playfulness and inconsistency. Regarding YouTubers’ features, both interaction inadequacy and negative self-disclosure are significant determinants of perceived dissatisfaction and discontinuation of viewing. The effects of determinants of discontinuity depend on viewers' seniorities, except for negative self-disclosure.Originality/valueWhile existing studies have focused mainly on revealing the determinants associated with the behavioral intention of viewing YouTuber channels to increase self-media performance, this research contributes insights into the literature investigating why existing viewers stop following a certain YouTuber channel. From a psychological perspective, this study demonstrates the value of modeling discontinuous behaviors toward YouTuber channels in the domain of social marketing.

Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction

PurposeThis research investigates the effects of consumers' online information searching on their dining satisfaction in upscale restaurants during the pandemic. Customers frequently rely on online sources to gather information about upscale restaurants prior to their visits.Design/methodology/approachData from 307 diners across the top ten popular upscale restaurants in Hong Kong were analysed by using SEM to explore the links between customers' needs, information search, restaurant attributes and customer satisfaction.FindingsThis study uncovers customers' online search behaviours and identifies restaurant attributes that are associated with customer satisfaction, which were not typically emphasised before the COVID-19 pandemic. Driven by their social and psychological needs, customers devoted more time to reading written comments by other consumers compared to visual images or self-descriptions from restaurants. Only service attribute significantly influenced customer satisfaction, while food and price attributes were not significant.Research limitations/implicationsThe findings of this study provide valuable insights for researchers and practitioners, shedding light on the altered needs and preferences of consumers following the unprecedented health crisis.Originality/valueThis study contributes to the development of expectancy disconfirmation theory and needs theory through the investigation of consumers' online information searching behaviours and dining satisfaction in upscale restaurants during the pandemic. By identifying the most important attributes influencing customer satisfaction, this research can aid upscale restaurants in developing effective marketing strategies and enhancing customer experiences.

Building food consumer loyalty through economic corporate social responsibility: the moderating effects of environmental and social dimensions

Research into the impact of Corporate Social Responsibility (CSR) on consumer behaviour has consistently revealed that CSR initiatives possess the potential to mould specific consumer attitudes and behaviours that, in turn, profoundly influence the overall success of businesses. Building upon the theoretical framework of the expectation disconfirmation theory, this study seeks to delve deeper into the intricate dynamics that underlie the influence of consumers’ perceptions of a company’s CSR efforts on their satisfaction levels and, consequentially, their propensity to exhibit brand loyalty. Previous CSR studies have ignored the possible interactions between CSR dimensions. This study tests the moderating role of social and environmental aspects of CSR in the relationship between economic responsibility and consumer satisfaction, influencing consumer loyalty. A sample of 252 Spanish consumers was used to test the hypotheses. The findings suggest that each aspect of CSR has varying levels of impact, and their interplay also significantly affects satisfaction and consequent loyalty. The economic aspect most influences consumer loyalty, and its effect is amplified as social or environmental aspects increase.

The Expectation Disconfirmation Theory of Green Banking Practices of State Bank of India with special reference to Kerala - A Structural Equation Modeling Approach

In light of Agenda 2030, sustainability awareness is steadily growing worldwide. All institutions, including banks and financial institutions, are working to reduce their carbon footprints. Several indirect problems have arisen for India as a result of the banking process, such as global warming, climate change, irregular monsoon, air pollution, heavy rain, poor air quality, health problems, ozone depletion, fossil fuel use, recurrent destruction of forests for daily use, improper e-waste disposal. These issues can be overcome with sustainable banking practices (Green banking), which benefit the customer's satisfaction and quality of life. However, sustainability can be achieved only when the customers accept green banking and are satisfied with it. In order to do that, the bank must understand the level of expectations and perception of its customers toward green initiatives and to what extent the initiatives satisfy their day-to-day needs. This paper provides an overview of Expectancy disconfirmation integrations into customer satisfaction of India's largest public sector banks. As part of the present theoretical analysis, we first examine the level of awareness, expectations, and perception differences of customers to determine their satisfaction level. We then provide some evidence from SBI in Kerala regarding dissatisfying factors in green banking practices.

Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications

PurposeThe primary intent of this study was to assess the influence of novelty-seeking on the satisfaction of consumers. The investigation concentrated on Malaysian consumers who have experience using online food delivery (OFD) applications.Design/methodology/approachTo perform the research, non-probability and convenience sampling methods were enforced to gather the required data. An online questionnaire in the form of a Google Survey was conducted in Kuala Lumpur, Malaysia. Upon completion of the survey, the results were analyzed using SPSS software. Both the Service Quality (SERVQUAL) model and expectation disconfirmation theory (EDT) were exploited to shed light on the impact of consumer satisfaction.FindingsAnalysis of responses from the 250 participants unveiled that novelty-seeking positively influences consumer satisfaction. The finding depicted that reliability and responsiveness have the most positive impact on consumer satisfaction whereas tangibility has no effect on the satisfaction of consumers by using OFD applications.Research limitations/implicationsThis study had three main limitations: first, the limitations on access to the participants during the pandemic; second, combining quantitative and qualitative methods to obtain more accurate results; third, the study was limited to the context of Kuala Lumpur, Malaysia.Practical implicationsThe conclusions brought to the fore that OFD marketers should provide appropriate service quality while concentrating on novelty and well-designed apps to surge consumer satisfaction.Originality/value OFD apps have facilitated customers' access to various meals and helped food vendors survive in the competitive marketplace. A new aspect, novelty-seeking, is added to the SERVQUAL dimensions (i.e. empathy, tangibility, reliability, assurance and responsiveness) identified in the literature review.

Why Do Older Adults Feel Negatively about Artificial Intelligence Products? An Empirical Study Based on the Perspectives of Mismatches

Artificial intelligence products (AIPs) for older adults enhance the functions of traditional products and improve the quality of their lives. However, AIPs are not popular among this population, and limited attempts have been made to investigate these users’ negative tendencies regarding AIPs. This study explores the causes of avoidance and exit behaviors toward AIPs among older people from both a functional and socio-emotional mismatch perspective. Data were collected from 1102 older AIP users to verify the research model and hypotheses. The results indicate that perceived control and expectation disconfirmation affect the functional mismatch, while public stigma has the greatest impact on the socio-emotional mismatch. Furthermore, the results highlight a mixed influence of the functional and socio-emotional mismatches on negative behaviors. This study explores older people’s negative tendencies toward AIPs, comprehensively considering the functions of AIPs and the socio-emotions they evoke. Thus, it provides new empirical evidence for the systematic relationship between the functional mismatch and the socio-emotional mismatch and fills the research gap on the influence on the subsequent behaviors of older adults. Additionally, this study sheds light on the specific methods of designing, developing, and promoting AIPs.

Restoring the Truth: Anchoring Effects and Debiasing Interventions on Citizen Satisfaction

Although expectations have emerged as a prominent research theme in public administration, little is known about whether and how expectations affect citizen satisfaction. We investigated the anchoring effects of expectations in shaping citizen satisfaction, utilizing a survey experiment involving 735 Chinese citizens. Specifically, we examined (1) the influence of citizens’ normative expectations of what services should be on their satisfaction levels; (2) the anchoring effects that result from numerical anchors on expectations and satisfaction; and (3) the effectiveness of debiasing education in mitigating anchoring effects. The findings reveal a negative correlation between citizens’ normative expectations and their satisfaction levels, highlighting the influence of anchoring effects on citizens’ expectations and satisfaction. Debiasing education is effective in mitigating anchoring effects on expectations but not on satisfaction. These findings integrated cognitive bias into the expectancy disconfirmation model to a better understanding of citizen satisfaction.

The Effects of Perceived Cultural and Tourism Public Services on Visitor Satisfaction and Quality of Life: A Multiple Mediation Model

The provision of cultural and tourism public services in tourism destinations exerts a substantial influence on visitor experience and their overall quality of life. The current study applied structural equation modeling to empirically investigate the relationship between perceived cultural and tourism public services of visitors and their quality of life. Additionally, the mediating effects of perceived value, expectancy disconfirmation, and satisfaction in the above-mentioned influence relationship was also explored. In order to collect data, a field survey was conducted in a world heritage site located in Nanjing, Jiangsu Province, China. A total of 550 questionnaires were delivered, out of which 518 valid questionnaires were retained for subsequent analysis. The results demonstrate that perceived cultural and tourism public services of visitors have significant and positive influence on their perceived value, and visitors’ perceived value has a positive effect on their expectancy disconfirmation. Moreover, there is a strong and positive relationship between visitors’ expectancy disconfirmation and their satisfaction and quality of life. Additionally, the mediating effect of perceived value, expectancy disconfirmation, and satisfaction exist, and these three mediating variables serve as full mediators. The present study addresses the theoretical and practical implications, limitations, and potential areas for further research.

Are they humans or are they robots? The effect of virtual influencer disclosure on brand trust

AbstractThe increased prevalence of social media has led brands to utilize influencers for product endorsements and influence consumer perceptions. Among these influencers, virtual influencers (VIs)—that is, computer‐generated influencers with a social media presence–have gained significant attention due to their substantial online following and greater engagement compared to human influencers. However, a research gap exists in understanding the impact of VIs on consumer response toward brands, particularly when consumers perceive VIs as human. To address this gap, this study draws upon anthropomorphism and expectation disconfirmation theories to investigate the effect of disclosing a VI's nonhuman nature on consumer trust in the brand. Additionally, the influence of culture on consumers' perceptions of VIs is explored. The study employs three within‐subject experimental designs, with two studies conducted in the United States (n = 75 and n = 101) and one in Brazil (n = 83). The findings reveal that the disclosure of a VI's nonhuman nature negatively affects the perceived anthropomorphism of the influencer, subsequently diminishing the credibility of the VI and impacting brand trust. This study contributes significantly to the consumer behavior literature by examining the unintended consequences of disclosing VIs' nonhuman nature on consumer perceptions. Furthermore, it highlights the potential role of culture, as the direct influence of disclosure on anthropomorphism is observed, but the indirect influence on brand trust is not supported among Brazilian consumers. Consequently, brands must reconsider the design of their own VIs or those they collaborate with, striving for a design that mitigates consumer suspicion avoiding the negative effects of disclosure.

Factors affecting customer intention to return in online shopping: the roles of expectation disconfirmation and post-purchase dissonance

Factors affecting customer intention to return in online shopping: the roles of expectation disconfirmation and post-purchase dissonance

Consumers' expectations and experiences of salad greens, herbs, and fruits from vertical farming: Comparison with organic produce

Vertical farming (VF) is a novel and high-tech production system for several types of edible plants. Currently, these are primarily salad greens and herbs, but scope exists to expand into a broader range of fruits and vegetables. VF attracts considerable attention because of its potential to contribute to a healthier and more sustainable global food supply. Past consumer research points to dominantly positive VF consumer attitudes. However, knowledge is lacking about VF-grown product expectations and experiences. The present research is situated in this gap and used a comparative research strategy – VF vs organic agriculture. Using online surveys, product knowledge and sensory product expectations were studied among consumers in three European countries. This confirmed past reports of low VF product experience and found sensory product expectations to be less positive than those for organic product variants. Across a range of salad greens, herbs, and fruits, consumers expected reduced flavour intensity and less freshness in VF-grown produce. In two taste tests with commercial samples conducted in Denmark (∼190 consumers), actual product experience was measured. The key finding was disconfirmation of negative sensory expectations. VF-grown produce was not systematically disliked compared with organic counterparts. Moreover, there were no instances of VF-grown produce being disliked by consumers, on average. An analysis of the sensory drivers of liking for salad greens and herbs revealed the importance of variety characteristic flavours. That is, if growing, say, basil, then it is important that the product has an identifiable ‘basil flavour.’ This holds for organic and VF-grown produce alike.

Motivating public health emergency preparedness cooperative behaviors: based on the expectancy disconfirmation model

PurposeIn this study, the expectancy disconfirmation model (EDM) was applied to explain the formation of public health emergency preparedness cooperative behavior (EPCB) as well as considering the roles of official media exposure and positive emotions.Design/methodology/approachThe analysis was based on a sample of 374 respondents collected during the coronavirus (COVID-19) pandemic. A t-test was used to examine the differences in variables by sex, age and educational background. Hypothesis testing was conducted using structural equation modeling. Amos 24.0 and R 4.0.3 were used to analyze the data.FindingsThe results indicated that (1) official media exposure has a positive impact on expectations for and perceived performance of public services, as well as positive emotions; (2) the EDM can be used to explain public satisfaction with government public health services; and (3) public satisfaction and positive emotions have positive effects on EPCB; (4) EDM and positive emotions mediate the relationship between official media exposure and EPCB.Originality/valueThis study provides practical implications for increasing the EPCB from the perspective of risk communication.

Citizen expectations, agency reputation and public service quality

ABSTRACT This article examines the relationship between citizen expectations, citizen satisfaction, agency reputation and agency behaviour in public management. We expand upon the assumptions of the expectancy disconfirmation model (EDM) and present a game-theoretic model that explores the interplay between agency reputation, citizen expectations, citizen satisfaction and agency behaviour by integrating perspectives from reputation and commitment problems literature. Our study highlights the uncertainty generated by bureaucracies with misaligned motives, which occasionally prioritize their own interests over the public’s. We delve into the dynamics of agency and citizen behaviour over time, considering potential shifts in agency priorities. We also explore how citizen satisfaction conditions future expectations and influences the behaviour of service providers in improving public service performance. We show that agencies with misaligned priorities with the citizenry provide poorer current performance when past citizen satisfaction is greater. Yet, from the citizens’ perspective, better past citizen satisfaction is associated with higher current expected service quality. Our findings complement existing literature on citizen satisfaction and expand our understanding of how satisfaction affects government service providers. They underscore the importance of addressing misaligned motives within bureaucracies and the role of citizen satisfaction in shaping agency behaviour. These results have important implications for bureaucratic behaviour, administrative burden and organizational reputation theories and practices.

Understanding customer satisfaction in curated subscription services: Moderating roles of subscription time and information disclosure

A new form of online retailing, curated subscription services, is attracting an increasing number of consumers with their surprise elements. Extant literature has explored individual adoption motivation but has provided limited attention to customer-perceived consumption behavior. This study investigates the determinants of customer satisfaction with curated subscription services across different subscription box categories based on expectation disconfirmation theory. Sentiment analysis technology is conducted to extract customers’ attribute-level experiences from 22,551 customer reviews associated with 676 subscription boxes. Results show that sentiment toward utilitarian and hedonic attributes of products and services is positively associated with customer satisfaction, with the sentiment toward hedonic attributes exerting a stronger influence on satisfaction compared to utilitarian attributes. Findings also indicate that subscription time and information disclosure moderate the relationship between sentiment toward hedonic and utilitarian attributes and customer satisfaction. This study enriches theoretical research on customer satisfaction, offers insights into consumer behavioral research in subscription retailing, and provides implications for managers to attract more subscribers to the curated service.

전자책(e-book)·오디오북(audio-boook)·챗북(chat-book)의 만족도 및 재이용의도 연구

This study starts with the premise that changes in consumption methods, production of various digital contents, the emergence of new generations, and the spread of new media inevitably change the publishing industry amid the advancement of the digital age, and starts with a question of how e-books, audio-books, and chat-books are accepted by users. The conclusions of this study are as follows. First, it was found that expectations for service quality had a positive (+) effect on service quality performance in all e-book, audio-book, and chat-book platforms. Second, in the case of e-books and audio-books, service quality expectations had a negative (-) effect on the expected mismatch, while chat-books did not show a significant influence relationship. Third, it was found that service quality performance had a positive (+) effect on expectation mismatch in all e-book, audio-book, and chat-book platforms. Fourth, in the case of audio-books and chat-books, service quality performance had a positive (+) effect on platform satisfaction, while e-books did not show a significant influence relationship. Fifth, in the case of e-books and audio-books, expectation mismatch had a positive (+) effect on platform satisfaction, while chat-books did not show a significant influence relationship. Finally, it was found that platform satisfaction had a positive (+) effect on reuse intention in all e-books, audio-books, and chat-books. It is expected that this study will be used as an initial data comparing and analyzing the satisfaction and reuse intention of e-book, audio-book, and chat-book platforms based on the expectancy disconfirmation theory, and will serve as a meaningful stepping stone for future research.

Unpacking the relationship between technological conflicts, dissatisfaction, and social media discontinuance intention: An integrated theoretical perspective

Previous research has largely overlooked the examination of the association between family, work, and personal (FWP) conflict, user dissatisfaction, and subsequent discontinuation intention in the context of social networking sites (SNS). Addressing this research gap, the present study aims to present an integrated theoretical perspective that combines Expectancy Disconfirmation Theory (EDT) and Merton's functions. By doing so, we seek to provide a comprehensive understanding of the factors influencing SNS withdrawal behavior. To achieve this objective, data were collected from 360 SNS users using a time-lag method across three waves, and Structural Equation Modeling (SEM) was employed for data analysis. The findings of our study reveal that all three disconfirmation-based factors (i.e., FWP conflicts) positively contribute to SNS user dissatisfaction, which subsequently leads to users' intention to discontinue their SNS usage. Additionally, we explored the moderating role of Merton's functions, specifically manifest and latent functions, in influencing users' decisions to discontinue SNS use. The results indicate that the manifest functions of social media weaken the relationship between dissatisfaction and discontinuation intention, whereas the latent functions do not exhibit a significant interaction effect. By proposing a dual theoretically integrated mechanism of SNS discontinuation intention, study contributes to the existing literature in the field of information systems. Furthermore, our findings provide valuable insights for managers regarding the timing and manner in which social media FWP conflicts can lead to user dissatisfaction. This knowledge can assist in the development of effective strategies aimed at retaining users in SNS and enhancing their overall user experience.

The double-edged sword of delivery guarantee in E-commerce

E-commerce retailers (e-tailers) are increasingly competing in order fulfillment to win over customers. Delivery guarantee emerges as a key competitive factor. Prior studies have examined the relationship between delivery performance and consumer satisfaction, but little attention was paid to the practice of delivery guarantee itself. This study examines delivery guarantee as a decision support tool provided by e-tailers. Particularly, we draw on the signaling theory, expectation disconfirmation theory, and attribution theory to investigate whether it is worth to offer delivery guarantee, who (what kind of e-tailers) can benefit more from it, and how e-tailers should manage the order fulfillment process when they offer delivery guarantee. Through analyzing data from Alibaba using the Heckman Ordered Probit Model, we show that delivery guarantee can be a double-edged sword. That is, offering and meeting a delivery guarantee leads to higher consumer satisfaction towards order fulfillment than not offering one, but failing to meet the guarantee lowers consumer satisfaction more than not providing it. We further show that large e-tailers are more negatively affected by failed guarantees than small ones, and that the “middle mile” (delivery en route) of order fulfillment significantly reduces consumer satisfaction if failed. Taken together, this study generates implications for e-tailers that consider providing delivery guarantee. Large e-tailers should be especially cautious and assess their capability and commitment. The middle mile should receive enough managerial attention in addition to the widely concerned last mile.

기대불일치이론을 적용한 스쿠버다이빙 참가자의 국내투어 지속의도 및 해외투어 전환의도 예측

Purpose: The purpose of this study is to examine scuba divers’intentions to continue domestic diving tours and switch to overseas tours by utilizing the expectation-disconfirmation theory.BR Method: A total of 239 scuba diving tour participants completed a series of questionnaires related to predetermined expectations, perceived performance, positive expectation disconfirmation, satisfaction, intention to continue domestic diving tour, and switch intention to overseas diving tour. Data collected from the participants were analyzed using model fit testing and structural equation modeling in AMOS 22.0.BR Results: First, the predetermined expectations had a positive (+) influence on perceived performance. Second, the predetermined expectations had no significant influence on positive expectation disconfirmation. Third, the perceived performance and positive expectation disconfirmation had a positive (+) influence on satisfaction. Fourth, the satisfaction had a positive (+) influence on intention to continue domestic diving tour, but it did not have a significant influence on switch intention to overseas diving tour.BR Conclusion: The findings suggest that perceived performance is enhanced by participants’ predetermined expectations of the scuba diving tour, positive expectation disconfirmation is enhanced through perceived performance, and satisfaction is enhanced through perceived performance and positive expectation disconfirmation. In addition, satisfaction improves the intention to continue the domestic diving tour.

Assess the website content of the healthcare organizations for heart patients through CRRAV model

ABSTRACT The websites present essential healthcare information to patients, from disease symptoms, admission, and discharge to post-care. The present study proposed the CRRAV Model (Credibility, Reliability, Readability, Acceptability, and Validity) for website quality contents of Hospitals, developed from the Expectation Disconfirmation Model, Web QIM, Web Qual Serruni Lucci Model, and Minerva Model. The study also aims to assess the internet information on heart disease and compare and evaluate the quality of HCOs in developed countries like the USA and developing countries like India. The DISCERN instrument, HONcode, and WRAPIN can improve the patient’s standard of information and satisfaction and remove the growing skepticism about the website on quality issues. The websites containing heart disease information with HONcode certification and WRAPIN were only four out of 65 in the USA. Out of all the evaluated websites, only a small number meet the criteria of DISCERN instrument and are accredited by HONcode. Besides this, government agencies have no regulation, supervision, or control in USA and India. There are no single quality criteria and international agreement for quality assessment of healthcare websites, except HONcode and WRAPIN.