Negative Disconfirmation Research Articles

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.

생태 문화 소비의 기대-경험 일치 및 불일치에 따른 만족 차이 분석

The experiences that meet the expectations are the important factors in shaping the satisfactions of cultural consumptions. This study analyzes the differences in satisfaction by the confirmation or disconfirmation of expectation-perceived performance of cultural consumptions. A total of 2,440 samples obtained through a survey of tourists of the national nature center at national parks are used for the T-test and regression analysis. As a result of statistical analysis on the visitors of the national nature centers, the degree of tourist satisfaction was highest in the order of positive disconfirmation group, confirmation group, and negative disconfirmation. The difference between the negative disconfirmation group and the confirmation group was more than four times greater than the difference between the confirmation and positive disconfirmation group. In addition, in terms of satisfaction influencing factors, in the case of the negative disconfirmation group who have the lowest satisfaction, only three factors had an effect: facility experience, program experience, and service experience. In terms of confirmation group, experience-related factors such as facility experience, service experience, tourist attraction experience, landscape experience, and program experience influenced satisfaction. In terms of positive disconfirmation group, most of the factors of experiences and expectations influenced satisfaction. It means that it is necessary to pay attention to facilities, programs, and service experiences first to reach the basic level of satisfaction, but in the end, it is required to maintain high quality in all aspects of expectations and experiences.

Action and inaction regret in fine-dining decisions: the impact of the focal customer, sommelier and dining companion

PurposeThe purpose of this study is to unearth antecedents of regrettable dining experiences related to the information source, action and inaction perspectives, dining companion influence and interactions among information source, the focal customer’s valence and the dining companion’s valence on regret, leading to sequential behavioral outcomes.Design/methodology/approachUsing a scenario-based experimental study, 344 qualified questionnaires were collected. Univariate ANOVA and multiple linear regression analyses were implemented.FindingsThe results of this study reveal that action regret is more intense than inaction regret during the choice-making phase; dining companion negative feedback intensifies focal customer’s regret. The significance of the information source on regret disappeared when only one party reported negative feedback; conversely, when two parties in the co-consumption experience revealed negative feedback, the relationship between information source of choice and regret was sustained.Research limitations/implicationsThe nature of scenario-based design may lack realism. Thus, more field experiments are encouraged to test the propositions further. This research enhances our understanding of gastronomic experiences in a negative disconfirmation context, drawing upon action/inaction regret theory, attribution theory and the expectancy disconfirmation model.Practical implicationsFrom a triad relationship perspective, this study provides valuable input on who or what will be attributed to the issues when encountering a food and wine sensory failure. Additionally, insightful recommendations are supplied on avoiding the possibility of inducing the experience of regret and how practitioners can increase the potential for a memorable dining experience.Originality/valueTo the best of the authors’ knowledge, this is the first study that enriched the existing knowledge of regrettable dining experiences relating to information sources and social influence.

When Images Backfire: The Effect of Customer-Generated Images on Product Rating Dynamics

Customer-generated images (CGIs) are images posted by customers on e-commerce platforms, and they usually appear in the review sections together with review text and ratings provided by customers having purchase experiences. Despite their prevalent adoption by e-commerce platforms, the effect of CGIs on customers’ postpurchase satisfaction remains unclear. We find that CGIs lead to a decline in subsequent ratings compared with product ratings not exposed to CGIs. Furthermore, high CGI review ratings and high aesthetic quality exacerbate the negative effect, whereas reviewers’ face disclosure in CGIs can alleviate the negative effect. Through cross-product analyses, we find that the negative effect is more prominent for experience goods (e.g., women’s dresses) than for search goods (e.g., lightning cables). Results from a laboratory experiment show that participants experience significantly higher expectation and negative disconfirmation when reading CGI reviews with high ratings, whereas the uncertainty reduction effect is insignificant, which collectively explains the decline of subsequent product ratings from a theoretical perspective. These findings suggest that platforms and retailers should be aware of the potential negative effect of CGIs on the rating dynamics and take appropriate measures to circumvent it.

Positive or negative spillover? The influence of online channel satisfaction on offline channel adoption

The existing literature shows that customers’ satisfaction with a retailer’s old channels can increase their acceptance of the retailer’s new channels. However, high customer satisfaction may trigger a disconfirmation effect, resulting in negative spillover when e-retailers introduce offline stores. Based on theories of global versus local processing, this study aims to investigate how customers’ satisfaction with online stores influences their acceptance of newly added offline stores by considering the synergic effects of brand trust and negative disconfirmation. After conducting a secondary data analysis and three lab experiments, our results indicate that there is an inverted U-shaped relationship between customers’ satisfaction with online stores and their acceptance of newly added offline stores. In addition, product category differences weaken the positive spillover effects of online satisfaction. Channel task differences simultaneously strengthen the positive spillover effects and weaken the negative spillover effects of online satisfaction.

Impacts of User Expectation and Disconfirmation on Satisfaction and Behavior Intention: The Moderating Effect of Expectation Levels

Vast existing user experience (UX) studies have considered expectation and disconfirmation/confirmation in predicting UX satisfaction and behavioral intention. Moreover, both theoretical and empirical findings indicate the asymmetrical effect of positive and negative disconfirmation. However, few studies have compared the effect of different UX aspects or moderators of these effects. To make further exploration, the current article proposes hypotheses based on the expectation-confirmation model and expectation-confirmation theory. The hypotheses are tested in two mobile e-banking app UX studies. A retrospective questionnaire was used to collect data in the first study. The analyzing results confirmed the impact of expectation and the asymmetrical effect of disconfirmation on UX satisfaction and behavioral intention. The second experimental study manipulated user expectation levels by information priming, and expectation level was found to show a moderating effect in predicting user satisfaction and behavioral intention. The conclusions from the current article provide both theoretical and practical implications for UX study.

Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery

Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery

An Empirical Investigation of Virtual Networking Sites Discontinuance Intention: Stimuli Organism Response-Based Implication of User Negative Disconfirmation.

The study’s prime objective is to investigate the user discontinuance intention in the shed of the negative disconfirmation of user expectation. The study has derived the theoretical structure from the expectancy disconfirmation theory (EDT) enacted through the stimuli organism response (SOR) framework to study the actual cause and effect relationship of human behavioral response. To investigate the user discontinuance intention behavioral response, a total of 434 correct and complete answers were shortlisted for analysis. To examine the data set, the study has used the modern partial least square method technique or simply SmartPLS service package to run the structural equation modeling (SEM). Moreover, the study has implied the 80/20 rule run the mediating analysis of the SOR framework. The statistical results show that all three stimuli make significant positive disconfirmation of the user beliefs in terms of dissatisfaction and the anxiety that ultimately leads to the discontinuance intention in virtual network users. Further, these results are validated through the six mediating relationships, which partially mediate the relationship between the stimuli and response. Besides all these findings, this study has made some practical and realistic theoretical and practical implications for both researchers and service-providing managers.

Product Attributes, Evaluability, and Consumer Satisfaction

We studied the determinants of consumer satisfaction with mobile phones on the basis of their perceived product attribute performance, and the disconfirmation of product attribute expectations. Disconfirmation refers to the discrepancy between the prior expectation about the performance of a product’s attributes, and its perceives realizations after purchase. Evaluability theory assumes that the perceived attribute performance has a larger effect on consumer satisfaction for easy-to-evaluate than for difficult-to-evaluate attributes, after product acquisition. Furthermore, we used predictions of the asymmetric evaluations of gains (product performs better than expected) and losses (product performs worse than expected) from prospect theory, in combination with evaluability theory. We studied how evaluability influences the effects of the asymmetric evaluations of both positive and negative disconfirmation of product attribute expectations on consumer satisfaction. Our empirical study included 3099 participants of Amazon Mechanical Turk. We found that negative attribute disconfirmation had a larger effect on satisfaction than positive attribute disconfirmation, which is in line with loss aversion theory. Although the perceived product attribute performance positively influenced satisfaction, we found little support for the effects of perceived attribute performance being influenced by attribute evaluability. However, our findings indicated that negative attribute disconfirmation influenced satisfaction to a greater extent for relatively difficult-to-evaluate attributes than for relatively easy-to-evaluate attributes. We discuss both theoretical and managerial implications of our findings.

SERVICE QUALITY MEASUREMENT IN INFORMATION SYSTEMS

Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies have shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) service quality scales based on the dimensionality of the expectation-disconfirmation (ED) and desire-disconfirmation (DD) approach. Using the SERVQUAL+ instrument and data collected from 321 IS users, we developed ED and DD based IS service quality scales using contemporary methods, such as LISREL-based CFA. We have proposed and empirically validated the following two new IS service quality constructs: Service Adequacy (difference of expected service and perceived service) and Service Superiority (difference of desired service and perceived service). Our results indicate that both measures have shown better predictive power than earlier scales like SERVQUAL+ and the IS ZOT scales. We have outlined several implications of ED and DD scales to practice and research.

Service Quality Measurement in Information Systems

Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies have shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) service quality scales based on the dimensionality of the expectation-disconfirmation (ED) and desire-disconfirmation (DD) approach. Using the SERVQUAL+ instrument and data collected from 321 IS users, we developed ED and DD based IS service quality scales using contemporary methods, such as LISREL-based CFA. We have proposed and empirically validated the following two new IS service quality constructs: Service Adequacy (difference of expected service and perceived service) and Service Superiority (difference of desired service and perceived service). Our results indicate that both measures have shown better predictive power than earlier scales like SERVQUAL+ and the IS ZOT scales. We have outlined several implications of ED and DD scales to practice and research.

Effect of Informed Conditions on Sensory Expectations and Actual Perceptions: A Case of Chocolate Brownies Containing Edible-Cricket Protein.

Currently, many consumers are reluctant to consume edible-cricket protein (ECP). Chocolate brownie (CB) formulations without (WO) and with (W) 6%w/w ECP (CBWO and CBW, respectively) were presented under two informed conditions: formulated without ECP (ECP−) and formulated with ECP+benefits (ECP+). CBWO− (CBWO presented with the “ECP−” claim), CBWO+ (CBWO presented with the “ECP+” claim), CBW− (CBW presented with the “ECP−” claim), and CBW+ (CBW presented with the “ECP+” claim) were evaluated by 210 consumers for expected and actual attribute liking, and after-tasting consumption and purchase intent. Multi-way ANOVA, principal component analysis, and agglomerative clustering examined liking. Cochran-Q tests compared actual-liking profiles, purchase and consumption intent. Before tasting, CBW− obtained the lowest appearance liking, flavor liking was higher for ECP− than for ECP+ for either formulation, and ECP+ decreased aroma and overall liking only for CBWO. After tasting, CBWO had higher liking than CBW (except for aroma) for either informed condition. Regardless of the formulation, ECP− and ECP+ had similar actual liking. Nevertheless, ECP+ prevented negative disconfirmation for both formulations while ECP− decreased texture liking (for CBWO) and all liking (for CBW) upon tasting. Females’ consumption intent was higher for CBWO regardless of the informed condition, but CBW+ achieved a similar purchase intent to CBWO− for both genders.

A Literature Study on Positive Disconfirmation and Negative Disconfirmation Theories and Models

A Literature Study on Positive Disconfirmation and Negative Disconfirmation Theories and Models

Diversity and inclusion at the ISJ

Diversity and inclusion at the <scp>ISJ</scp>

Generative mechanisms of workarounds, discontinuance and reframing: a study of negative disconfirmation with consumerised IT

AbstractThis study investigates the observed behavioural outcomes when users experience negative disconfirmation with consumerised IT artefacts with the aim to identify the generative mechanisms of these outcomes. We analyse blogposts, authored and published by tablet users, where they narrate their experience with an IT artefact. We employ grounded theory method techniques, and through the lens of Critical Realism and the application of abduction and retroduction, we identify three user accommodating practices following negative disconfirmation, namely discontinuance behaviour, workarounds and reframing, and two generative mechanisms with enduring properties and causal power over them: solution identification and cost/benefits assessment. Our work contributes to the literature of volitional IT use and the consumerisation of IT, by uncovering the mechanisms that pave the way towards observed user behaviours.

Appropriating Information Technology Artefacts through Trial and Error: The Case of the Tablet.

The concept of appropriation is of paramount importance for the lasting use of an Information Technology (IT) artefact following its initial adoption, and therefore its success. However, quite often, users’ original expectations are negatively disconfirmed, and instead of appropriating the IT artefact, they discontinue its use. In this study we examine the use of IT artefacts following negative disconfirmation and use Grounded Theory Method techniques to analyse 136 blogposts, collected between March 2011 – July 2017, to investigate how users appropriate or reject the tablet when technology falls short of users’ expectations. Our findings show that users overcome negative disconfirmation through a trial and error process. In doing so, we identify that users appropriate the tablet when the attained benefits significantly outweigh the risks or sacrifices stemming out of its use. We discuss our contribution within the context of the appropriation literature, and highlight that the success of IT lies with the user’s success in identifying personal use scenarios within and across diverse contexts of use.

Influence of expectations on the level of liking of a local coffee in Mexico.

In Mexico, coffee activity is mainly carried out in indigenous zones, involving almost one million people. However, local national coffee consumption is low. This article focuses on the analysis of the effect of consumers' expectations as well as some sociodemographic characteristics on the level of liking of Mexican local coffee. Four coffees from three indigenous zones of Hidalgo, Mexico were evaluated using a nine-point hedonic scale. The samples were evaluated under three conditions: (i) blind, no information given to the consumer; (ii) expected, only information given to the consumer; and (iii) informed, giving information and product to the consumer. The difference observed between expected and blind condition was significant (P < 0.005) for the three local coffees evaluated, indicating a negative disconfirmation. The local coffees were less appreciated than expected, since the information about the samples created high hedonic expectations among the consumers. The level of education and the place of residence of consumers had a significant influence on their level of liking. Based on demographic characteristics, three segments were found presenting a different pattern of liking. Consumers had positive expectations towards the local coffee. The sociodemographic characteristics and aspects related to consumption, particularly the experience with the product, are decisive in the expectations concerning the local product. This investigation can be useful to generate marketing strategies according to the demands and needs of the market, making local products to be valued. © 2020 Society of Chemical Industry.

Cognitive Dissonance in Technology Adoption: A Study of Smart Home Users

This study aims to address a research gap related to the outcomes of the use of technology when the performance falls short of initial expectations, and the coping mechanisms that users may deploy in such circumstances. By adopting Cognitive Dissonance Theory, the objectives of the study are a) to examine how dissonance, caused by the negative disconfirmation of expectations, may translate into a positive outcome and b) study how negative emotions, such as anger, guilt and regret, determine the selection of the mechanism to reduce dissonance. The theorised model was tested using a cross-sectional research design and a sample of 387 smart home users. The focus on smart home users fitted the objectives of the study due to the high expectations that users form and the challenges that the utilisation of technology sometimes causes. The collected data was analysed using structural equation modelling. Findings indicate that post-disconfirmation dissonance induces feelings of anger, guilt and regret, correlating with dissonance reduction mechanisms, which in turn have a distinctive effect on satisfaction and wellbeing. The findings of the study contribute to the discussion on expectation-disconfirmation and cognitive dissonance, by illustrating the interrelationship between emotional, cognitive and behavioural factors following the evaluation of technology performance and confirming that negative disconfirmation may result in satisfaction.

Determinants of negative customer engagement behaviours

PurposeUnderstanding negative customer engagement is important as it is argued that negative information has a stronger impact on a customer’s brand perception and purchase decision than that of positive information. Hence, this paper aims to propose new determinants of negatively valenced customer engagement, including disengaged and negatively engaged behaviours in a service consumption context and explore under what conditions customers display disengaged or negatively engaged behaviours.Design/methodology/approachThis study incorporates justice theory, expectancy disconfirmation theory and psychology literature to propose determinants of negative customer engagement behaviours.FindingsA conceptual framework is developed that proposes customer perceived justice and negative disconfirmation as determinants of negative customer engagement via the mediator of customer outrage. Moderating variables, include self-esteem, self-efficacy, altruism and vengeance; are also proposed to affect disengaged/negatively engaged behaviours.Originality/valueThis study is the first to specify the underlying reasons of negative customer engagement by establishing the conceptual linkages between negative disconfirmation, justice and negative customer engagement via the mediating role of customer outrage. Further, customer resources are used to understand disengaged/negatively engaged behaviours. In doing so, this study views negative customer engagement from the perspective of a customer’s internal response to the trigger experience, rather than the experience itself. Thus, this study contributes to literature on customer engagement by developing a conceptual framework that illustrates the underlying cognitive and affective responses that drive negative customer engagement behaviours.

The female fan goes shopping: Satisfaction, involvement and utilitarian value when shopping for women’s Star Wars merchandise

This study explored women’s views on the Star Wars merchandise that is marketed to them when the franchise merchandise as a whole is predominantly marketed to males. The study aimed to look at the satisfaction, involvement and utilitarian value that female consumers have when shopping for women’s Star Wars merchandise in order to make the comparison as described by the theoretical framework of expectancy disconfirmation. The researchers conducted semi-structured, one-on-one video interviews with eight participants who were recruited from a Star Wars-focused group on Facebook. The results of the study revealed that although the participants had certain expectations with women’s Star Wars merchandise, they were disappointed in what was being offered to them in stores. The participants experienced negative disconfirmation as the perceived performance of the women’s Star Wars merchandise did not meet their expectations, resulting in dissatisfaction.