Reconsidering the expectancy disconfirmation model. Three experimental replications

By Stephan G. Grimmelikhuijsen, Gregory A. Porumbescu. 2017

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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.

Subfields: Applied Psychology, General Decision Sciences, Safety Research

View Paper: https://www.semanticscholar.org/paper/40b3166d9dda55df6ac280daf4ef24490ea1f1ec