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This study tests the expectancy disconfirmation model using survey data from citizens who recently had police encounters. We find support for the expectancy disconfirmation model’s primary hypothesis that increased disparity between expectations of police performance and actual service inversely affects citizen satisfaction with the way the police handle encounters. This finding persists for both voluntary (e.g. breaking and entering victims) and involuntary (e.g. traffic citations) police encounters. Our results also suggest that the scope of the expectancy disconfirmation model is limited. For example, the disparity between expectations and actual service is not correlated with citizen satisfaction with the police in general. Overall, the results show that the expectancy disconfirmation model is useful in that it provides conceptual guidance in an area of research that has been relatively void of theory, and can also help identify needed changes in police practices.

Casting employers as customers, the purpose of this paper is to investigate the association between expectations, perceptions and disconfirmation beliefs with the satisfaction of employers regarding the competencies possessed by fresh engineering graduates hired by such employers in the Indian context.

Using data collected from 284 employers, the authors have hypothesized and examined a partial mediation model in which disconfirmation beliefs mediate the relationships between expectations and perceptions, and employer satisfaction. Furthermore, the authors have tested if this mediated relationship is moderated by the age and sex of respondents representing employers.

Results indicate that employers’ satisfaction can be explained from the framework of the expectancy-disconfirmation theory. Employers’ expectations and perceptions are established to be associated with employers’ satisfaction with new hires, and positive disconfirmation mediates these relationships. Results also indicate that age moderates the effect of predictor variables employers’ expectations and employers’ perception on the mediator disconfirmation. Sex, however, did not moderate any relationship.

The results demonstrate the usefulness of the expectancy-disconfirmation theory for studying employer satisfaction with competencies of recent engineering graduates in India. Findings are relevant to multiple stakeholders including employers hiring engineering graduates, engineers and technical institutions.

Expectancy-disconfirmation theory has been successfully applied to measure customer satisfaction in consumer behaviour research, while satisfaction of employers has been studied in the field of organizational behaviour. The paper stands out in the literature as one of its major implications is to extend the expectancy-disconfirmation theory to predict employers’ satisfaction.

The purpose of this paper is to examine how satisfaction is generated towards e-learning platforms.

This work aims to analyse the differences in the functioning of the model that explains how satisfaction is generated among users of e-learning platforms if expectations are measured before entering into contact with the service or afterwards. The statistical analysis was completed by developing a structural equation model using the SmartPLS 2.0.M3.

The results show that, if the expectations are measured before entering into contact with the good or service, disconfirmation plays a major role in the model. If the expectations are measured after entering into contact with the good or service, the main role is played by expectations in the model. Of the variables included, perceived usefulness and effort expectancy affect satisfaction, not thus enabling conditions and social influence.

The authors study the difference between the results obtained when using the cross-sectional design, where all the variables are mediated once the consumer has entered into contact with the good or service, and the half-longitudinal design, where expectations are measured beforehand.

This article proposes a conceptual model that explains dining satisfaction and predicts post‐dining behavioural intentions. The model provides a reference framework for conceptualising and describing the effects of disconfirmation on individuals’ dining and post‐dining experience processes, and within which dining satisfaction research findings can be related, organised, and integrated to form a systematic body of knowledge. The resulting discussion reviews consumer satisfaction research to date and evaluates applications of the approach in customer feedback. The article concludes that disconfirmation theory has sufficient comprehensiveness by suggesting that dining satisfaction is a consequence of disconfirmation and that satisfaction with the dining event does lead to repeat patronage. Subsequent articles (Part 2) will report and explain the research design and analytical methods used in this study, and (Part 3) will report on data analysis and findings of the study.

The purpose of this study is to draw on expectancy disconfirmation theory (EDT) to explore e‐service quality and the factors influencing an individual's loyalty intention towards online auctions.

The authors conducted an empirical study and data were collected from a total of 619 bidders in online auctions. A structural equation modeling (SEM) is used to assess the relationships of the research model.

The findings show that e‐service quality dimensions including efficiency, privacy protection, contact, fulfillment, and responsiveness have statistically significant influences on buyer's disconfirmation. Besides, buyers' disconfirmation of online auctions is positively associated with their satisfaction, and their satisfaction is positively associated with loyalty intentions.

The auctioneer should focus on purchase efficiency and protect the buyer's privacy. The seller should actively make contact with the buyer, fulfill order delivery, and respond to problems. Thus, the performances of auctioneer and seller are the true reassurance to buyers.

This study, which aims to shed light on e‐service quality in online auctions, is the first study that has applied an EDT‐based model to investigate the determinants of buyer's loyalty intention in online auctions.

The purpose of this study is to examine the satisfaction formation process under conditions of varying involvement for new, nontraditional, credence‐based service offerings.

Hypotheses were tested using an on‐line simulation of a service encounter, beginning with perceptions of an advertisement and continuing through satisfaction with the completed service report. ElderCare, an assurance service provided by Certified Public Accountants to the children of an elderly parent, was the context of study.

The findings indicated expectations were not influential in the satisfaction formation process for these services, regardless of involvement. Under conditions of high involvement, performance evaluation was the dominant predictor of satisfaction. Low‐involvement subjects used disconfirmation to assess satisfaction.

Limitations of the research stem from the use of a convenience sample in a simulated service encounter. Future research should examine the influence of individual characteristics, particularly innovation, on the results. Additional research examining the determinants of model variables, from disconfirmation to involvement, across subjects in a variety of situations would also be valuable.

This research suggests a heightened need to guide the consumer experience where expectations are hard to develop and performance is hard to evaluate. Providers should carefully spell out key service dimensions, provide tangible information about performance outcomes for high‐involvement individuals, and focus on emotional appeals, provider qualities and sensory aspects of the service for low‐involvement individuals.

This paper helps researchers and practitioners better understand the applicability of expectancy disconfirmation theory and role of involvement in the context of new, nontraditional, credence‐based services.

This study examines motivational factors influencing one's intention to continue using WWW applications. Social cognitive theory is adapted and integrated with expectancy disconfirmation theory and empirical findings from prior studies about continued use of information systems. Research hypotheses derived from this model are empirically validated using the responses to a survey on WWW usage, collected from 235 users. Results suggest that users’ continuance intention is determined by their satisfaction with prior use, internet self‐efficacy, and outcome expectations. Outcome expectation, in turn, is influenced by their satisfaction with prior use and prior perceived confirmation. This study draws attention to the substantial differences between acceptance and continuance. Implications for practice and further research are considered.

Based on prior studies, the performance of customer relationships depends highly on the characteristics of the e‐service. However, the strength of this association can be impacted when businesses employ multichannel services (e.g. offering online and offline services). With multichannel services, any inconsistency in perceived quality across channels may result in customer distrust toward a service provider. The purpose of this study is to investigate the effect of inconsistent quality on the association between e‐service quality and customer relationships in a university context.

This study conducted a web survey and 318 respondents who have both physical and e‐service experiences were collected. The inconsistent quality across channels was divided into three groups by k‐means clustering approach. Next, the hypothesized associations were analyzed using regression analysis based on three groups.

The results show that inconsistent quality has different impacts on the association between e‐service quality and customer relationships across the three groups. Especially in the positive disconfirmation group, the investment in e‐services will be in vain because certain e‐service sub‐constructs lose their impact on customer relationships.

The findings of this study provide implications for improving customer relationships under different cross‐channel quality inconsistency conditions for managers.

This study extends the concept of expectancy disconfirmation theory to the multichannel service context and pioneers the exploration of the moderating effect of cross‐channel quality inconsistency in customer relationships, contributing to the understanding of the literature about the impacts of inconsistent quality on customer relationships.

This 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.

Data 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.

This 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.

The 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.

This 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.

The purpose of this study is to examine the role of consumption emotion in the digital food-ordering experience by comparing the performances of the three digital ordering methods in an experimental design.

A research model was developed based on the Feelings-as-Information (FaI) theory and the expectancy-disconfirmation theory. A 3 × 2 between-subjects lab experiment was conducted to compare the three digital ordering methods (online, mobile or chatbot) in two different types of restaurants (quick-service or full-service).

The results indicate that the chatbot ordering method evoked more negative emotions and less positive emotions than the other two methods. The online ordering method worked the best for quick-service restaurants, whereas the mobile ordering method was most suitable for full-service restaurants. Both positive and negative emotions (comfort and annoyance) significantly mediated the relationships between the ordering method and internal responses (satisfaction and behavioral intention). Only one negative emotion (anger) significantly mediated the relationship between the ordering method and order amount.

This is the first study that attempts to explore and compare consumers’ emotional responses resulting from restaurant digital ordering experiences in the context of the three food-ordering methods. The use of the FaI theory strengthens the theoretical foundation of research on emotion in the hospitality field. This study also pioneers the application of chatbot technology in the restaurant industry.

本论文旨在研究消费情感在线上点菜体验中的作用, 采用实验设计中的三种线上点菜方式。

本论文基于情绪即信息（Fal理论）和期望-不一致理论创建了研究模型。实验设计为3×2被试间设计来比较三种线上点菜方式（在线、手机、或聊天机器人）在两种不同餐厅类型（快餐vs全服务餐厅）

研究结果表明, 聊天机器人点菜方式相比较其他两种方式, 将带来更多负面情绪和较少的正面情绪。在线点菜方式最适用于快餐类型的饭店, 手机点菜方式最适合全服务餐厅。正面和负面情绪（舒服和烦恼）都对点菜方式和情绪反应（满意度和行为意图）之间的关系起到中介作用。只有一种负面情绪（愤怒）对在线方式和点菜量之间存在显著的中介作用。

本论文是首篇探索和对比消费者面对三种点菜方式, 在餐厅线上点菜体验的情绪反应。本论文使用Fal理论巩固了酒店管理领域中情感研究的理论深度。本论文还探索了饭店中对聊天机器人应用的科研。