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1 – 10 of over 2000Peyman Assadi and Pooria Assadi
Pursuit of meaning is at the heart of much of organizational life. It has implications for how different organizational stakeholders associate value to various organizational…
Abstract
Purpose
Pursuit of meaning is at the heart of much of organizational life. It has implications for how different organizational stakeholders associate value to various organizational initiatives. Research on meaning has generally shown that effort increases meaning and favorable valuation of and willingness to pay for economic activities by organizational stakeholders. The authors build on and advance this research by offering theory and experimental evidence showing that effort, particularly at high levels, results in enhanced meaning and favorable valuation when effort does not threaten the focal stakeholders' resources through expectation disconfirmation.
Design/methodology/approach
Three experimental studies are designed and conducted in this research. In one study, the authors replicate prior research findings that establish labor generally increases meaning and favorable valuation. In the two subsequent studies, the authors test the proposed hypothesis in this research and check for robustness of the empirical analysis.
Findings
The authors find that any internalized threat to the focal stakeholder's resources coupled with a high exertion of effort decreases, rather than increases, meaning and favorable valuation of and willingness to pay for economic activities.
Originality/value
The theory and empirical evidence in this research advance the understanding of how organizational stakeholders may associate effort-induced meaning with various economic activities in counter-intuitive ways. The findings also highlight the importance of recognizing and shaping the expectations of organizational stakeholders in influencing willingness to pay in organizational settings.
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Saitab Sinha, I.M. Jawahar, Piyali Ghosh and Ashutosh Mishra
Casting employers as customers, the purpose of this paper is to investigate the association between expectations, perceptions and disconfirmation beliefs with the satisfaction of…
Abstract
Purpose
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.
Design/methodology/approach
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.
Findings
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.
Practical implications
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.
Originality/value
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.
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Colleen Carraher-Wolverton and Rudy Hirschheim
The authors’ contribution to the literature involves using expectation disconfirmation theory (EDT) to examine the impact of expectations on outsourcing success. This study…
Abstract
Purpose
The authors’ contribution to the literature involves using expectation disconfirmation theory (EDT) to examine the impact of expectations on outsourcing success. This study hypothesizes that perceptions of outsourcing success are contingent on disconfirmation between clients’ expectations and the perceived performance of fundamental issues related to the outsourcing relationship.
Design/methodology/approach
To test the hypothesis, this study surveyed chief information officers, vice presidents and senior information systems managers to determine their perceptions of vendors. This study analyzed the data using structural equation modeling.
Findings
The findings demonstrate that the existing outsourcing success factors are more precisely depicted as multidimensional success factors that predict managerial perceptions of outsourcing success. This study uses a novel perspective to identify the multidimensional nature of the outsourcing success factors that might have remained latent without further analysis.
Originality/value
Using EDT, this study extends the understanding of outsourcing success as not merely composed of unidimensional factors but as a collection of multidimensional outsourcing success factors. This research demonstrates that not only do these success factors predict outsourcing success, but they can also be grouped together to provide a diversified, yet parsimonious view of how expectations relating to certain success factors influence a client’s perception of outsourcing success.
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Qin Chen, Jiahua Jin and Xiangbin Yan
Although online health communities (OHCs) and online patient reviews can help to eliminate health information asymmetry and improve patients' health management, how patients write…
Abstract
Purpose
Although online health communities (OHCs) and online patient reviews can help to eliminate health information asymmetry and improve patients' health management, how patients write online reviews within OHCs is poorly understood. Thus, it is very necessary to determine the factors influencing patients' online review behavior in OHCs, including the emotional response and reviewing effort.
Design/methodology/approach
Based on expectation-disconfirmation theory, this study proposes a theoretical model to analyze the effects of service quality perception (i.e. outcome quality and process quality perceptions) and disconfirmation (i.e. outcome quality and process quality disconfirmations) on patients' emotional response and reviewing effort. The authors test the research model by using empirical data collected from a popular Chinese OHC and applying ordinary least squares (OLS) regression and zero-truncated negative binomial (ZTNB) regression models.
Findings
Both service quality perception and disconfirmation have a positive effect on patients' positive emotional intensity in textual reviews, and disease severity enhances these relationships of process quality. Moreover, there is an asymmetric U-shaped relationship among service quality perception, disconfirmation and reviewing effort. Patients who perceive low service quality have higher reviewing effort, while service quality disconfirmation has the opposite relationship. Specifically, patients' effort in writing textual reviews is lowest when perceived outcome quality is 3.5 (on a five-point scale), perceived process quality is 4 or outcome quality and process quality disconfirmations are −1.
Originality/value
This study is the first to examine patients' online review behavior and its motivations and contributes to the literature on online reviews and service quality. In addition, the findings of this study have important management implications for service providers and OHC managers.
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Jochen Wirtz and John E.G. Bateson
Research on perceived risk and multiattribute models with uncertain attributes has shown that consumers are familiar with unit‐to‐unit variability of products and services, and…
Abstract
Research on perceived risk and multiattribute models with uncertain attributes has shown that consumers are familiar with unit‐to‐unit variability of products and services, and can expect some kind of performance level distribution. This has led to the modelling of expectations along two dimensions – expected mean performance and some measure of its variance. This perspective is in accordance with theories on decision making in economics, finance and decision science. Satisfaction models, however, implicitly assume that expectations are unidimensional, and so far, no research has examined the impact of expected performance heterogeneity on the satisfaction processes. This is surprising, particularly in services marketing, as a high degree of performance heterogeneity is a frequently cited feature of service encounters. In this study, different levels of expected performance heterogeneity were manipulated using a unique laboratory simulator. The results clearly show that expected performance heterogeneity can have impact on the satisfaction process. In particular, at small levels of actual disconfirmation the presence of uncertainty in expectations improves the level of disconfirmation, shifting it towards “better than expected”, and improving overall satisfaction. At higher levels of disconfirmation, uncertainty in expectations did not show any effect on disconfirmation levels.
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The purpose of this study is to integrate expectancy disconfirmation theory (EDT) to explore cognitive beliefs and affect influencing an individual's intention to repurchase in…
Abstract
Purpose
The purpose of this study is to integrate expectancy disconfirmation theory (EDT) to explore cognitive beliefs and affect influencing an individual's intention to repurchase in online marketplaces.
Design/methodology/approach
The paper used EDT to conduct an empirical study and data were collected from a total of 303 bidders of online auctions. A structural equation modeling (SEM) was used to assess the relationships of the research model.
Findings
The findings show that bidders' disconfirmation of online auctions is positively associated with their satisfaction, which in turn is positively associated with their repurchase intentions.
Practical implications
Both bidders' expectation of policy and auctioneers' performance of policy are important determinants of disconfirmation. Auctioneers need to recognize the distinctive roles of information policy in selling and bidding rules. Besides, neither bidders' expectation of sellers' reputation nor their expectation of service quality has a significant relationship with disconfirmation. This finding implies that in a mature e‐commerce environment bidders pay more attention to the sellers' performance than their prior expectation.
Originality/value
This study, which aims to shed light on bidder behavior in online auctions, is the first study that has applied an EDT‐based model to investigate the determinants of repurchase intention in online auctions.
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María Isabel Roldán Bravo, Francisco Javier Lloréns Montes and Antonia Ruiz Moreno
This study aims to use expectation disconfirmation theory (EDT) to investigate how an organization’s satisfaction with its supply network’s behavior influences its intention to…
Abstract
Purpose
This study aims to use expectation disconfirmation theory (EDT) to investigate how an organization’s satisfaction with its supply network’s behavior influences its intention to open innovation with that network. This paper proposes that an organization’s orientation to open innovation is influenced by confirmation of previously held expectations of trust and commitment and level of perceived procedural justice in its open innovation partner. This paper also examines the effect of this orientation on the organization’s supply chain competence.
Design/methodology/approach
Using data from a survey of 286 European firms, the study proposes and evaluates a structural equation model.
Findings
The results show that a positive disconfirmation of trust (where perceived trust exceeds expectations) plays a crucial role in shaping organizations’ intentions to continue open innovation with their supply networks. These results show that disconfirmation is a good predictor of overall satisfaction with open innovation. This paper also confirms the positive effect of orientation to open innovation on supply chain competence. Finally, this paper obtained evidence for the positive effect of supply chain competence on firm performance.
Originality/value
This study shows the importance of managing expectations in open innovation under the EDT. To the best of the authors’ knowledge, no previous research has analyzed the consistency between the trust and commitment an organization expects from its open innovation partner and the trust and commitment it ultimately perceives as a factor explaining its degree of orientation to open innovation. Therefore, this research contributes to a better understanding of open innovation enablers and also its consequences.
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Ward van Zoonen, Toni van der Meer and Anu Sivunen
Enterprise social media (ESM) are expressive spaces where users exchange emotional workplace communication. While some studies have explored how positive emotions may be…
Abstract
Purpose
Enterprise social media (ESM) are expressive spaces where users exchange emotional workplace communication. While some studies have explored how positive emotions may be contagious, little research explored the notion that negative communication may accumulate on enterprise social media. This study explores perceived negativity bias and its correlates in the context of ESM.
Design/methodology/approach
This study relies on survey data collected from 599 employees of a global organization. The response rate was 18.7%. Structural equation modeling was used to test the hypotheses.
Findings
The results contribute to research on ESM by demonstrating that perceived negativity bias is positively related to feelings of accountability and negatively associated with social support. Furthermore, the results indicate that unmet communication expectations on ESM can have implications for perceived social support beyond online contexts and accountability through perceived negativity bias.
Research limitations/implications
The findings demonstrate how employees' unmet expectations about ESM use increase feelings that a digital environment is disproportionately negative, which may create an “unsafe” space for employees and a fear of being held accountable for their contributions. This study highlights how the Expectation-Disconfirmation Theory provides a fruitful framework for studying enterprise social technologies.
Originality/value
This study suggests that work is not merely a rational endeavor, and that emotions and personal feelings (including negative ones) may shape workplace communication on ESM. We contribute to research on ESM use by using the Expectation-Disconfirmation Theory as a lens to study antecedents and implications of perceived negativity bias.
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The purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and general…
Abstract
Purpose
The purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and general services because of the multiple stakeholders and additional intimacies that exist.
Design/method/approach
The author first explores expectation theory and how it links to customer behaviour and then discusses confirmation/disconfirmation theory.
Findings
The author builds an argument that aged care service providers must understand consumer needs and expectations so that customer satisfaction is generated.
Originality/value
Exploring patient and relative expectation and satisfaction in different theoretical contexts.
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Manuel Rey Moreno, Ramón Rufín Moreno and Cayetano Medina Molina
– The purpose of this paper is to examine how satisfaction is generated towards e-learning platforms.
Abstract
Purpose
The purpose of this paper is to examine how satisfaction is generated towards e-learning platforms.
Design/methodology/approach
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.
Findings
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.
Originality/value
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.
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