Reconsidering the expectancy disconfirmation model. Three experimental replications

Stephan Grimmelikhuijsen, Gregory A. Porumbescu

Research output: Contribution to journalArticlepeer-review

10 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

All Science Journal Classification (ASJC) codes

  • Management Information Systems
  • Management of Technology and Innovation

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