S.A., Venkatesh, V., Kuruzovich, J.N., and Massey, A.P.
Behavior and Human Decision Processes,
We discuss three theoretical models from met expectations research
in the fields of organizational behavior and consumer psychology.
Based on the fundamental arguments in the models, we term these
models: disconfirmation, ideal point, and experiences only. We
present three-dimensional graphical and analytical representations
of the models with satisfaction being a function of expectations
and experiences. We tested the models in the context of a new information
system implementation in an organization, with expectations, experiences,
and system satisfaction measured for both ease of use and usefulness,
the focal constructs of the Technology Acceptance Model (TAM).
We found that an experiences only model in which expectations had
no measurable effect best explained the data for ease of use. The
results for usefulness indicated a modified version of the experiences
only model in which the positive effect of experiences becomes
slightly stronger—i.e., more positive—as expectations
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