Individual-level information systems adoption
research has recently seen the introduction of
expectation-disconfirmation theory (EDT) to explain how and why user
reactions change over time. This prior research has produced
valuable insights into the phenomenon of technology adoption beyond
traditional models, such as the technology acceptance model. First,
we identify gaps in EDT research that present potential
opportunities for advances—specifically, we discuss methodological
and analytical limitations in EDT research in information systems
and present polynomial modeling and response surface methodology as
solutions. Second, we draw from research on cognitive dissonance,
realistic job preview, and prospect theory to present a polynomial
model of expectation-disconfirmation in information systems.
Finally, we test our model using data gathered over a period of 6
months among 1,143 employees being introduced to a new technology.
The results confirmed our hypotheses that disconfirmation in general
was bad, as evidenced by low behavioral intention to continue using
a system for both positive and negative disconfirmation, thus
supporting the need for a polynomial model to understand expectation
disconfirmation in information systems.