期望不一致理论及其在信息系统研究领域中的应用和展望

Expectancy Disconfirmation Theory and Its Application in the Field of Information System Research

[目的/意义]为帮助学界了解期望不一致理论及其在信息系统研究领域中的应用进展,进而为后续研究提供思路和方向。[方法/过程]通过对国内外信息系统研究领域中具有代表性的应用期望不一致理论的研究成果进行梳理,总结现有研究取得的成果和存在问题。[结果/结论]期望不一致理论建立在满意度决策认知模型基础上,经过添加和修正关键结构逐渐形成了目前较为完善的消费者满意决策解释模型。其在信息系统研究领域中的应用主要包括在线服务满意度、在线购买行为、信息技术/系统使用行为3方面,研究存在忽略用户的主观情绪作用、以用户的意向来代替行为等问题,未来可关注移动端信息系统用户行为、中止使用行为等研究。

[Purpose/Significance]In order to make the academic community fully understand expectancy disconfirmation theory and its application in the field of information system,and provide direction for the follow-up related research in IS discipline.[Method/Process]By combing domestic and foreign representative research literatures about expectancy disconfirmation theory in the field of information system,this paper summarized the research achievements and existing problems.[Result/Conclusion]Expectancy disconfirmation theory is based on the cognitive model of satisfaction decision.After adding and revising key structures,it has formed a relatively perfect model to explain consumer satisfaction decision.Its application in the field of information systems mainly focuses on three aspects:online service satisfaction,online purchase behavior and information technology/system usage behavior.There are some problems in existing research,such as“the subjective emotional effect of users has been neglected”,“users behavior is usually replaced with user s intention”and so on.Users behavior of mobile information system and discontinuous behavior etc.are the future research directions worthy of attention.