Outsourcing success in the eye of the beholder: Examining the impact of expectation confirmation theory on IT outsourcing

Wolverton, Colleen Carraher; Hirschheim, Rudy; Black, William C.; Burleson, James

doi:10.1016/j.im.2019.103236

Cited by 22 publications

(20 citation statements)

References 69 publications

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“…Perceived usefulness implies that the product or service of interest will help individuals save time and effort in their daily lives, such as the internet and related tools (Zarrad and Debabi, 2012). Customers evaluate their post-use beliefs about a product or service's performance based on their pre-use expectations (Wolverton et al, 2020). Suppose the difference between customer expectations and actual performance is perceived as small; in that case, it reveals the perceived performance level in line with expectations, and thus, perceived performance increases (or decreases) with customer expectations (Anderson and Sullivan, 1993).…”

Section: Perceived Performancementioning

confidence: 99%

Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey

Eren

2021

IJBM

140

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PurposeThis study aims to investigates customer satisfaction from the use of bank chatbots and the effect of perceived trust in chatbots and banks' reputation on customer satisfaction.Design/methodology/approachA survey is conducted in Turkey involving 240 customers who experienced banking transactions using a chatbot. Partial least squares structural equation modeling (PLS-SEM) is used to investigate the relationships between the variables. The data were analyzed using SPSS 21 and SmartPLS programs.FindingsPerceived performance, perceived trust and corporate reputation significantly affect customer satisfaction with chatbot use. Customer expectations and confirmation of customer expectations have no direct impact on customer satisfaction, but customer expectations positively affect perceived performance. Customer expectations exert an indirect influence on customer satisfaction through perceived performance. Perceived performance has a positive impact on the confirmation of customer expectations, but customer expectations do not significantly impact the confirmation of customer expectations.Research limitations/implicationsThis study relies on a limited number of participants. Moreover, its sample is not representative of the target population due to the convenience sampling technique. Even if the results may not be generalized to the entire population of Turkey, they reflect the reality of emerging markets with relatively high technology sensitivity and a young population.Practical implicationsThe results provide new insights regarding banking service delivery channels, which may be of interest to professionals, academics, banks' top management, product development teams, design teams and customer satisfaction units.Social implicationsThis study is believed to help the community make their lives easier by providing them with knowledge and awareness about chatbots.Originality/valueThis study extends expectations confirmation theory's predictions to chatbot use in banking.

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Section: Perceived Performancementioning

confidence: 99%

Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey

Eren

2021

IJBM

140

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“…Based on expectancy theory, EDT has been examined for many years in the marketing literature (Oliver, 1977; Oliver, 1980; Santos and Boote, 2003), hospitality and tourism research (Serenko and Stach, 2009) and education studies (Wolverton and Zhu, 2021; Schwarz and Zhu, 2015). In the IT discipline, this theory has been applied most often in IT adoption or IT usage studies (Venkatesh and Goyal, 2010; Bhattacherjee and Lin, 2015; Bhattacherjee et al , 2008; Bhattacherjee and Premkumar, 2004; Susarla et al , 2006), as well as with trust (Lankton et al , 2014; Lankton et al , 2016) and IT outsourcing research (Schwarz, 2011; Wolverton et al , 2020a); however, it has yet to be applied to remote work. We propose that the use of EDT as a theoretical lens to understand remote work can provide valuable insight into an employee’s level of satisfaction and intention to continue to work remotely.…”

Section: Expectation Disconfirmation Theorymentioning

confidence: 99%

“…Extant studies demonstrate that EDT impacts satisfaction and other important constructs. Research indicates that expectations influence vendors’ views of IT outsourcing success (Wolverton et al , 2020a). Furthermore, expectations impact student engagement and online homework software satisfaction (Schwarz and Zhu, 2015).…”

Section: Expectation Disconfirmation Theorymentioning

confidence: 99%

The co-evolution of remote work and expectations in a COVID-19 world utilizing an expectation disconfirmation theory lens

Carraher-Wolverton

2022

JSIT

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Purpose As researchers are being called to examine the evolving technology research issues for COVID-19 and other pandemics, remote work has been accelerated and represents the future of work. Although it is known that one of the top forces shaping the future of work is changing employee expectations, the knowledge of remote work during a pandemic remains scant. Thus, this paper aims to determine the impact of remote worker’s expectations on their level of satisfaction and intention to continue to work remotely. Design/methodology/approach Using one of the prominent theories on expectations, Expectation Disconfirmation Theory (EDT), the authors conduct an online survey of 146 individuals who are currently working remotely. Findings By applying EDT, the findings demonstrate that an individual’s expectations regarding remote work impact their level of satisfaction with remote work and intention to continue to work remotely. Incorporating extant research, the findings extend the research stream to indicate that employees’ expectations about remote work significantly impact both their level of satisfaction and level of productivity. Originality/value The discussion elucidates the significance of understanding employee expectations regarding remote work in the evolving new normal. The findings from the study demonstrate the importance of an individual’s expectations regarding remote work on their level of satisfaction with remote work and intention to continue to work remotely. Thus, this study fills a gap in the literature by applying EDT to the remote work context.

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“…The revised ECT was modified based on others' opinions or the expectations of the information disseminated through the mass media, so that the expectations after acceptance that are influenced by the consumer's first-hand experience can reflect the true will more. Wolverton et al determine a minimal set of expectations through ETC, because existing researches mostly used one-dimensional expectations [19]. International surveys of the Chief Information Officer (CIO) and other senior IT outsourcing practitioners have proven that these expectations can be combined to affect outsourcing from original submission.…”

Section: Expectation Confirmationmentioning

confidence: 99%

Investigating user satisfaction of university online learning courses during the COVID-19 epidemic period

Zuo¹,

Cheng²,

Bao³

et al. 2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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Online learning has been expanding for some time but the forced move to it due to the outbreak of COVID-19 has created new issues. This study set out to investigate the impact mechanism of online learning user satisfaction from the perspective of cognitive load in the era of COVID-19 and explore ways to optimize cognitive load in teaching practice. Semi-structured interviews were conducted for the empirical analysis. The coding process of the interviews yielded several antecedents of cognitive load in the online learning process. We also proposed a theoretical model based on the literature review and data analysis. Findings of the qualitative analysis indicate that the antecedents of cognitive load are multi-dimensional and the user's satisfaction with the online learning platform mainly consists of the expected confirmation of the information system and the perceived usefulness. These findings can help us think backward about optimizing user satisfaction with online learning in the context of COVID-19 breakout.

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Outsourcing success in the eye of the beholder: Examining the impact of expectation confirmation theory on IT outsourcing

Cited by 22 publications

References 69 publications

Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey

Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey

The co-evolution of remote work and expectations in a COVID-19 world utilizing an expectation disconfirmation theory lens

Investigating user satisfaction of university online learning courses during the COVID-19 epidemic period

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