Expectancy Disconfirmation Theory Research Articles

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.

Nexus between e-service quality and e-customer satisfaction through functional and hedonic values: case of online shopping in Pakistan

PurposeThe concept of online shopping has been in vogue for the past two decades and is on the rise. Even developing countries like Pakistan are using electronic platforms to buy and sell goods and services, and the trend has been increasing ever since the COVID-19 pandemic. Drawing on the expectancy-disconfirmation theory, this study aims to test the e-service quality (E-SQ) and e-customer satisfaction (ECS) linkage with the mediating roles of functional values (FVs) and hedonic values (HVs).Design/methodology/approachThe data have been collected from 298 customers of AliExpress and Daraz e-commerce platforms and analyzed using covariance-based structural equation modeling (CB-SEM).FindingsThe results of the study showed a significant positive relationship between E-SQ and ECS and indirect linkage through FVs and HVs have also been established.Practical implicationsE-commerce platforms, particularly in Pakistan, should place a strong emphasis on FVs by providing accurate product details, user-friendly navigation, transparent pricing and streamlined transactions. Customers' trust and confidence will increase if they have a smooth and effective online purchasing experience. Customer satisfaction may be influenced by regular platform functionality and usability changes.Originality/valueThe use of functional and HVs is considered to be a novel factor in testing the relationship between E-SQ and ECS.

The “holiday effect” in consumer satisfaction: Evidence from review ratings

This study explores whether and how a holiday effect exists in consumers’ review rating behavior, which is well explained by expectancy-disconfirmation theory (EDT). After utilizing the secondary data of online restaurant reviews and conducting an online experiment, we find that consumers have the tendency to form high expectations before holidays, thus leading to more negative disconfirmation and bad moods, which finally induce their negative review rating behavior on holidays. The consumer heterogeneity analyses provide evidence that consumers who are tourists, tourists with less travel experience, and male natives are more likely to post lower review ratings on holidays.

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.

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.

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.

Discuss to learn: a student-focused learning strategy

PurposeTraditional teaching strategies are making way for a more collaborative learning style, where students play active roles in their learning process. This work focuses on the discussant role activity in the market research subject in a business administration bachelor's degree as a way of empowering students' role. The discussant activity fosters critical thinking and debate between classmates while also encouraging communication and relational skills.Design/methodology/approachDrawing on expectation-disconfirmation theory, this study analysed students' expectations and perceptions before and after the discussant activity. Data were collected through two surveys carried out in class at the beginning and at the end of the course.FindingsThe empirical findings show that interactions in the classroom during the activity contribute to students' final evaluation of the activity and positively affect cross-curricular and subjective learning performance.Originality/valueActivities that recreate real-life experiences help students in the acquisition of certain key competencies related to their future inclusion in the labour market.

Quality of higher education experience, satisfaction, and well-being: genuinely caring for our students-consumers

ABSTRACT This study aims to contribute to the existing literature on higher education marketing by proposing and empirically testing a theoretical model linking higher education quality, student satisfaction, and subjective well-being. The bottom-up spill over theory, the stimulus-organism-response theory, and the expectancy-disconfirmation theory, inform the development of the theoretical model of the study. A cross-sectional survey design is adopted, and data are collected from a sample of students from Mauritian Universities. The model is estimated and tested using a variance-based and prediction-oriented approach to structural equation modelling, specifically partial least squares structural equation modelling (PLS-SEM). The results demonstrate that approximately one-fifth of university students’ subjective well-being is explained by the quality of their student life and their satisfaction with higher education services. Based on these empirical results, we discuss and present key implications for higher education marketing.

Coparticipant effect in group buying: How coparticipant response speeds affect consumer postpurchase regret?

The introduction of consumer-initiated models with small group size has increased the popularity of group buying. With lower size requirements for forming buying groups, more impulsive buying is facilitated while more postpurchase regret is spawned. Consumer postpurchase regret not only poses challenges to the coordination of group buying but may also eventually lead to merchant losses. Therefore, understanding the factors that may affect consumer postpurchase regret in group-buying contexts is crucial. Drawing on observational learning theory and expectancy disconfirmation theory, the present study focuses on how the response speeds of group-buying campaign coparticipants intertwined with publicly available information of group-buying deals (i.e., the deal popularity and expected savings) to affect campaign initiators' postpurchase regret. Through secondary data analysis and a laboratory experiment, we find that a lower coparticipant response speed is associated with a higher likelihood of the initiator experiencing postpurchase regret. In addition, when deals have a higher level of popularity, this effect is amplified. Our findings demonstrate the potential importance of considering the coparticipant effect to discourage negative consumer behavior in group-buying contexts.

Navigating Value Co-Destruction in Open Innovation Communities: An Empirical Study of Expectancy Disconfirmation and Psychological Contracts in Business Analytics Communities

Enterprises seeking to enhance their innovation capabilities are increasingly turning to open innovation communities (OICs), which allow them to leverage the collective knowledge and collaborative potential of external users, providing a powerful source of new and innovative ideas. Despite their potential for value co-creation, recent research suggests that value co-destruction can also occur within OICs. However, the mechanisms underlying value co-destruction in OICs have not yet been fully explored or empirically examined. To address this gap, this study employs expectancy disconfirmation theory and psychological contract theory to investigate the relationship between user expectancy disconfirmation and value co-destruction in OICs. Drawing upon data collected from a questionnaire survey of business analytics OICs, this study reveals that self-interest expectancy disconfirmation has a positive effect on value co-destruction, which is mediated by the transactional psychological contract breach. In addition, social interaction expectancy disconfirmation is found to have a positive impact on value co-destruction, which is mediated by the relational psychological contract breach. The study further reveals that self-worth expectancy disconfirmation of community users positively influences value co-destruction, which is mediated by the ideological psychological contract breach. Moreover, the study demonstrates the crucial role of perceived organizational status in moderating the ideological psychological contract breach resulting from self-worth expectancy disconfirmation. Collectively, these findings contribute valuable insights into the phenomenon of value co-destruction in OICs, and provide practical guidance for enterprises seeking to enhance the development and performance of these innovation paradigms.

The context in conditional cash transfer (CCT) programs: A royal road to health service utilization to the poor?

This study addresses the challenges facing Conditional Cash Transfer Programs (CCT) by investigating whether recipients are satisfied with health services and how contextual factors affect the utilization of health services. The study used binary logistic regression to determine households’ satisfaction with health facility services and was guided by the theory of change and expectation disconfirmation theory, with independent variables being the contextual factors. Generally, 68.66% of health facility service recipients are satisfied, compared to 31.34% who are not. At 95% confidence interval, an increase in household head education and household members is likely to increase satisfaction with health facility services, while service delays and beliefs in traditional medications are likely to negatively affect satisfaction to around 30% or more. The study calls for constant and continual collaboration between CCT program designers and implementers and health facility service providers, who have a significant role to play in reducing service delays. Moreover, it emphasizes the necessity for contextual factors to be considered in promoting health utilization, which is at the heart of CCT program health conditionality compliance. The study’s outcome highlights the need for additional efforts to be focused on the design and implementation of the CCT program, particularly in improving contextual factors, which are often given less attention.

Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures

PurposeIntelligent customer service has started replacing human employees in providing services to customers in numerous industries. Based on the expectancy disconfirmation theory, this study explores how different types of anthropomorphic avatar images of the intelligent customer service would affect consumer responses such as the willingness to interact, in the context of a service failure. The underlying mechanism and boundary conditions are also examined.Design/methodology/approachTwo experimental studies were conducted to investigate the effect of the anthropomorphic image of intelligent customer service on consumers' willingness to interact and the potential role of consumer expectation and disappointment, following a service failure (Study 1). The moderating effect of anthropomorphic type was also explored (Study 2).FindingsIn the context of a customer service failure, an anthropomorphized intelligent customer service avatar that appeared competent (vs. warm) induced higher customer disappointment. However, if the anthropomorphic avatar had a cartoon-like appearance, the effect of avatar image perception (competent vs. warm) on consumers' willingness to interact diminishes.Originality/valueThis research enriches and expands the literature on interactive marketing and artificial intelligence and provides practical guidance for companies to design or choose avatar images for intelligent customer service.

What makes customers of airport lounges satisfied and more? Impact of culture and travel class

The study explores the relative importance of various service factors related to airport-lounge that reflects customer satisfaction and recommendation behavior of the consumers, who are different in terms of their travel class and culture. We use the airport-lounge review dataset comprising 2261 reviews on 786 lounges from 202 airports between 2015 and 2019. Using construal level theory and expectation disconfirmation theory, we found the relative importance of various service attributes, categorized into process-outcome and actual—intangible dimensions. We also found the moderating roles of travel class and the cultural background of travelers of such relative importance. The study is one of the pioneering studies on customer evaluations of airport-lounge service, a critical hospitality service in the airline industry. The results also help the airport-lounge managers in lounge service design, customer segmentation, targeted communication, and customer relationship management.

Hotel branding and COVID-19 managed isolation and quarantine (MIQ) facilities: consequences and lessons learnt

PurposeThis study aims to understand the consequences of the decision by some hotels during the COVID-19 pandemic to contract their accommodation to be used as managed isolation and quarantine (MIQ) facilities. Specifically, this study aims to understand the impact of this decision in terms of corporate brand image, brand loyalty, negative word of mouth (NWOM) and purchase intention.Design/methodology/approachData were collected through a quasi-experimental research design and was analysed through a t-test.FindingsThis study hypothesises that the use of a hotel brand as a COVID-19 MIQ facility will be detrimental to its corporate brand image because of the expectation disconfirmation theory and attribution theory, thus reducing brand loyalty and increasing NWOM. The result supports the hypotheses.Research limitations/implicationsThis study does not factor in a time period for the observed effects. While the results indicate that hotels used for MIQ purposes have reduced corporate brand image, brand loyalty and purchase intention, this study does not establish the duration of the damage.Originality/valueThis study provides insight into consumers' perceptions of hotel brands that served as COVID-19 MIQ facilities. The originality lies in the discovery that the decision by hoteliers to opt to use their facilities for COVID-19 MIQ facilities was detrimental to corporate brand image and brand loyalty.

Understanding the Migration Intention of Psychological Home in Cyberspace.

The present study views the personal main page on social media as a psychological home in cyberspace, since they have identical characteristics. Many young people share their lives on social media. However, a backlash is triggered among young people when parents start to use social media and attempt to participate in their children's online activities, causing young users to migrate social media platforms. This study introduced two concepts of psychological home, self-disclosure and psychological ownership, and the research purpose aims to investigate the relationships between self-disclosure, psychological ownership, and migration intention based on the expectation-disconfirmation theory. A survey research method was used in the study. A total of 561 samples were collected through online questionnaires, and SmartPLS 4.0 was applied for analysis. The results reveal that (1) parental involvement in social media has a positive relationship with dissatisfaction; (2) disconfirmation of psychological ownership and disconfirmation of self-disclosure have a negative relationship with dissatisfaction; (3) the greater the users' dissatisfaction with social media is, the greater the intention to migrate social medias.

Double blades: does a sharing platform benefit from integration to a popular OTA platform?

ABSTRACT With the rapid development of sharing economy, meal-sharing platforms are dedicated to expanding their influence and inclined to cooperate with online travel agencies (OTAs). The consequences of such an action remain unclear. Based on expectation disconfirmation theory (EDT) and dataset from EatWith, this study conducted empirical analyses with a difference-in-differences (DID) research design. The results suggest that the meal-sharing platform’s integration into an OTA brings more tourists to hosts at the cost of ratings decrease. This study underscored the double-blade effect of platform integration that the hosts, platform managers, and industry required attention and need to balance in practice.

Access to Information Law in Brazil: what the implementation data reveal

This article shows the results of a research to evaluate the implementation process of the Access to Information Law in the Brazilian Federal Government using empirical data on the level of user satisfaction published since 2013 until 2020 by the Office of the Comptroller General in its computing system available in the Internet. The main goal of the research was to contribute to a revival of this complex issue for democracy in a sense of reality, using a twofold methodology axis: (i) analysis of an empirical and significant data sample collected from the system with statistics techniques, and (ii) logic assessment of the resulting statistics parameters based in the Expectancy-Disconfirmation Theory. The empirical data about operational process to implement the law revealed, in one hand, that federal agencies and state-owned companies have evolved to improve the access to information and nowadays Brazilian Federal Government’s performance is in a relatively good position amongst developed and developing countries, with some government bodies achieving high rates of access to information granted to the requester citizens, but, in another hand, also revealed that in some areas of government there is still need of a broad communication to the citizens about the scope of the law. Other important conclusion is that an adequate computing system to implement the access to information is a sine qua non requirement to a steady advance beyond the approval of an Access to Information Law.