Reconsidering the expectancy disconfirmation model. Three experimental replications

Stephan Grimmelikhuijsen, Gregory A. Porumbescu

Research output: Contribution to journalArticle

8 Citations (Scopus)

Abstract

The expectancy disconfirmation model (EDM) posits that disconfirmation (the difference between expectations and perceived performance) affects citizen satisfaction. Van Ryzin experimentally manipulated expectations and performance and found a direct effect of performance, but no disconfirmation. We performed: an exact replication; a conceptual replication with extreme manipulations; a conceptual replication that reversed the order of a performance and expectations manipulation. Study 1 and 2 reproduced original findings. In contrast, study 3 indicates that expectation cues are retrospectively used to anchor prior experiences of performance. As the rational assumptions underlying the EDM are increasingly challenged, we need a better understanding of how cognitive biases shape citizen satisfaction.

Original languageEnglish
Pages (from-to)1272-1292
Number of pages21
JournalPublic Management Review
Volume19
Issue number9
DOIs
Publication statusPublished - 2017 Oct 21

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All Science Journal Classification (ASJC) codes

  • Management Information Systems
  • Management of Technology and Innovation

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