17
edits
Changes
Jump to navigation
Jump to search
Line 1:
Line 1: + + + + + − ----+ − + + − + − + + + + − + + + + + + + + + + + + + + + + − + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + −
Customer based Discrepancy Theory (view source)
Revision as of 00:42, 28 March 2016
, 00:42, 28 March 2016Final
== Customer based Discrepancy Theory ==
== Customer based Discrepancy Theory ==
The basis of discrepancy theory–derived satisfaction is the cognitive comparison on the part of an individual. A comparison requires that each individual establish an anchor, have a context-dependent state of nature to compare to the anchor, realize individual expectations or perceptions of both the anchor and state of nature, and judge these with a (potentially) complex relationship that determines how satisfaction
is derived from the two components (anchor and state of nature).<ref name=":0">''Dwivedi, Y. K., Wade,
M. R., & Schneberger, S. L. (Eds.). (2011). Information Systems Theory:
Explaining and Predicting Our Digital Society (Vol. 1). Springer Science &
Business Media''.''')'''</ref>
Customer satisfaction with IS, this is a stream of research draws from both marketing and management disciplines.Satisfaction is considered by many researchers to be the effect of a judgment of the difference between what is expected or desired compared to what is actually experienced about a product or service . Discrepancy theory research, is the study of this difference between an a prior state and subsequent perception.<ref name=":0" />
== Acronym ==
The literature in consumer satisfaction provides a general framework for the examination of how perceptions of delivery and expectations can impact user satisfaction . Consumer satisfaction is commonly defined as a “post-choice evaluation which varies along a hedonic continuum from unfavorable to favorable, in terms of whether or not the experience of a specific purchase was at least as good as it was supposed to be”. <ref name=":0" />
User satisfaction has been measured in terms of attitude , perceived information value and quality, and perceived improvements in decision-making effectiveness.<ref name=":0" />
----
----
== Main dependent constructs/factors ==
== Main dependent constructs/factors ==
Customer satisfaction and User satisfaction.
----
----
== Main independent construct(s)/factor(s) ==
== Main independent construct(s)/factor(s) ==
Manipulated expectations, Manipulated performance, Perceived performance, Perceived Expectations, Dis-conformation (or) Confirmation of expectations.
----
----
== Diagram/schematic of theory ==
== Diagram/schematic of theory ==
<gallery>
picture.jpg
</gallery>Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. ''Journal of marketing research'', 491-504. <ref name=":1">Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. ''Journal of marketing research'', 491-504.</ref>
----
----
== Originating author(s) ==
== Originating author(s) ==
Locke,Michalos, Oliver and Rice
----
----
== Seminal articles ==
== Seminal articles ==
Michalos, A. C. (1985). Multiple discrepancies theory (MDT). ''Social indicators research'', ''16''(4), 347-413.<ref>Michalos, A. C. (1985). Multiple discrepancies theory (MDT). ''Social indicators research'', ''16''(4), 347-413.</ref>
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. ''Journal of retailing''.<ref>Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. ''Journal of retailing''.</ref>
Rice, R. W., McFarlin, D. B., & Bennett, D. E. (1989). Standards of comparison and job satisfaction. ''Journal of Applied Psychology'', ''74''(4), 591.<ref>Rice, R. W., McFarlin, D. B., & Bennett, D. E. (1989). Standards of comparison and job satisfaction. ''Journal of Applied Psychology'', ''74''(4), 591.</ref>
Locke, E. A. (1969). What is job satisfaction?. ''Organizational behavior and human performance'', ''4''(4), 309-336.<ref>Locke, E. A. (1969). What is job satisfaction?. ''Organizational behavior and human performance'', ''4''(4), 309-336.</ref>
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. ''Journal of the academy of marketing science'', ''29''(1), 16-35.<ref>Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. ''Journal of the academy of marketing science'', ''29''(1), 16-35.</ref>
Churchill Jr G, Surprenant C. An investigation into the determinants of customer satisfaction. Journal of Marketing Research. 1982;19(4):491–504<ref name=":1" />
----
----
== Originating area ==
== Originating area ==
Management and Marketing
----
== Links from this theory to other theory ==
Expectation conformation theory
----
----
== Links from this theory to other theories ==
== Level of analysis ==
Individual customers
----
== IS articles that use the theory ==
Ang J, Soh P. User information satisfaction, job satisfaction and computer background: An exploratory study. Information Management. 1997;32(5):255.<ref>Ang J, Soh P. User information satisfaction, job satisfaction and computer background: An exploratory study. Information Management. 1997;32(5):255.</ref>
Au N, Ngai E, Cheng T. Extending the understanding of end user information systems satisfaction formation: An equitable needs fulfillment model approach. MIS Quarterly. 2008;32(1):43–66.<ref>Au N, Ngai E, Cheng T. Extending the understanding of end user information systems satisfaction formation: An equitable needs fulfillment model approach. MIS Quarterly. 2008;32(1):43–66.</ref>
Baroudi J, Orlikowski W. A short-form measure of user information satisfaction: A psychometric evaluation and notes on use. Journal of Management Information Systems. 1988;4(4):44–59.<ref>Baroudi J, Orlikowski W. A short-form measure of user information satisfaction: A psychometric evaluation and notes on use. Journal of Management Information Systems. 1988;4(4):44–59.</ref>
Bergeron F, Berube C. The management of the end-user environment: An empirical investigation. Information Management. 1988;14(3):107–113.<ref>Bergeron F, Berube C. The management of the end-user environment: An empirical investigation. Information Management. 1988;14(3):107–113</ref>
Bhattacherjee A. Understanding information systems continuance: An expectation-confirmation model. Management Information Systems Quarterly. 2001;25(3):351–370.<ref>Bhattacherjee A. Understanding information systems continuance: An expectation-confirmation model. Management Information Systems Quarterly. 2001;25(3):351–370.</ref>
Bhattacherjee A, Premkumar G. Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test. Management Information Systems Quarterly. 2004;28(2):229–254.<ref>Bhattacherjee A, Premkumar G. Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test. Management Information Systems Quarterly. 2004;28(2):229–254.</ref>
Chin WW, Lee MKO. A proposed model and measurement instrument for the formation of IS satisfaction: The case of end-user computing satisfaction. Proceedings of the 21st International Conference on Information Systems, Atlanta, GA; 2000. p. 553–563.<ref>Chin WW, Lee MKO. A proposed model and measurement instrument for the formation of IS satisfaction: The case of end-user computing satisfaction. Proceedings of the 21st International Conference on Information Systems, Atlanta, GA; 2000. p. 553–563.</ref>
Chiou WC, Lin CC, Perng C (2010). A strategic framework for website evaluation based on a review of the literature from 1995~2006. Information & Management. Accessed 4 June 2010.<ref>Chiou WC, Lin CC, Perng C (2010). A strategic framework for website evaluation based on a review of the literature from 1995~2006. Information & Management. Accessed 4 June 2010.</ref>
Davis F. Perceived usefulness, perceived ease of use, and user acceptance of information technology. Management Information Systems Quarterly. 1989;13(3):318–339.<ref>Davis F. Perceived usefulness, perceived ease of use, and user acceptance of information technology. Management Information Systems Quarterly. 1989;13(3):318–339.</ref>
DeLone W, McLean E. Information systems success: The quest for the dependent variable. Information Systems Research. 1992;3(1):60–95.<ref>DeLone W, McLean E. Information systems success: The quest for the dependent variable. Information Systems Research. 1992;3(1):60–95.</ref>
DeLone W, McLean E. The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems. 2003;19(4):9–30.<ref>DeLone W, McLean E. The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems. 2003;19(4):9–30.</ref>
Doll W, Torkzadeh G. The measurement of end-user computing satisfaction. Management Information Systems Quarterly. 1988;12(2):259–274.<ref>Doll W, Torkzadeh G. The measurement of end-user computing satisfaction. Management Information Systems Quarterly. 1988;12(2):259–274.</ref>
Edwards J. The study of congruence in organizational behavior research: Critique and a proposed alternative. Organizational Behavior and Human Decision Processes. 1994;58(1):51–100.<ref>Edwards J. The study of congruence in organizational behavior research: Critique and a proposed alternative. Organizational Behavior and Human Decision Processes. 1994;58(1):51–100.</ref>
Emmons RA, Diener E. Factors predicting satisfaction judgements: A comparative examination. Social Indicators Research. 1985;16:157–167.<ref>Emmons RA, Diener E. Factors predicting satisfaction judgements: A comparative examination. Social Indicators Research. 1985;16:157–167.</ref>
Erevelles S, Srinivasan S, Rangel S. Consumer satisfaction for internet service providers: An analysis of underlying processes. Information Technology and Management. 2003;4(1):69–89.<ref>Erevelles S, Srinivasan S, Rangel S. Consumer satisfaction for internet service providers: An analysis of underlying processes. Information Technology and Management. 2003;4(1):69–89.</ref>
Gallagher C. Perceptions of the value of a management information system. Academy of Management Journal. 1974;17(1):46–55.<ref>Gallagher C. Perceptions of the value of a management information system. Academy of Management Journal. 1974;17(1):46–55.</ref>
Griffith T, Northcraft G. Cognitive elements in the implementation of new technology: Can less information provide more benefits? Management Information Systems Quarterly. 1996;20(1): 99–110.<ref>Griffith T, Northcraft G. Cognitive elements in the implementation of new technology: Can less information provide more benefits? Management Information Systems Quarterly. 1996;20(1): 99–110.</ref>
----
----
== External links ==
== External links ==