期望确认理论在IS领域的应用与展望

The Application and Prospects of Expectation Confirmation Theory in the Field of Information Science

[目的 /意义]期望确认理论是研究传统商业领域中消费者满意度的基础理论,被引入IS领域后也积累了一定的研究成果。对其在IS领域应用现状的梳理有助于发现现有研究存在的问题,并为未来的研究提供有价值的方向。[方法 /过程]本文通过对国内外相关文献的搜集和整理,归纳了现阶段研究的侧重点,并从完善研究框架、丰富研究成果的角度提出展望。[结果 /结论]研究发现,IS领域应用期望确认理论的研究多以确认后阶段为核心,探讨模型在不同研究场景中的适应性,对确认前阶段和意愿向行为转化过程的关注则较少。同时,所构建的模型也未能针对信息系统产品的特点体现差异性。未来的研究可基于完整的期望确认模型开展,通过多角度理解事后态度拓宽应用场景,或借助细分的期望维度,并根据信息系统产品的特殊性,构建多层次的期望确认过程,提升研究的细致度和深入度。

[Purpose/Significance]Expectation confirmation theory is the basic theory to study consumer satisfaction in the traditional business field.After being introduced into the field of IS,it also accumulated many research results.To find out the problems of existing research is helpful to provide valuable direction for future study.[Method/Process]By conducting a detailed literature review,this paper summarized the research focus of current stage and proposed corresponding suggestions for improving the research framework and enriching the research results.[Result/Conclusion]The study found that most of the studies focused on the post-confirmation phase,exploring the adaptability of the model in different scenarios,with less attention to the pre-confirmation phase and the willingness-to-behavior transformation process.At the same time,the research model also failed to reflect the characteristics of information system products.Future research could be based on the complete expectation confirmation model and broaden the application scenario through diversified connotation of attitude.Also,it was recommended to conduct a deep research by exploring the subdivision of expectation and building a multi-level confirmation process considering particularity of information system products.