Skip to main content
SpringerLink
Log in

Discrepancy Theory Models of Satisfaction in IS Research

  • Chapter
  • First Online:
Information Systems Theory

Part of the book series: Integrated Series in Information Systems ((ISIS,volume 28))

Abstract

In this chapter, we present the versatility of discrepancy theory in the explanation and prediction of satisfaction in IS research models and show how to avoid many of the analytical pitfalls. First, we describe the use of discrepancy theory in other disciplines relevant to IS research. Then, we discuss satisfaction as used in IS research starting with user satisfaction followed by employee job satisfaction. In each case, we provide a brief history and show the evolution toward discrepancy models. Next comes an introduction to several common comparative models encapsulated by discrepancy theory that have been deployed in IS research. The remainder of the material in the chapter considers methodological issues and a discussion of implications for future research.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 189.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 249.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 249.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Abbreviations

ECT:

Expectation confirmation theory

EDP:

Electronic data processing

IS:

Information systems

References

  • Adams JS. Toward an understanding of inequity. Journal of Abnormal and Social Psychology. 1963;68:422–436.

    Google Scholar 

  • Adams JS. Inequity in social exchange. In: Berowitz L, editor. Advances in experimental and social psychology, vol. 2. New York: Academic Press; 1965.

    Google Scholar 

  • Anderson E, Fornell C, Rust R. Customer satisfaction, productivity, and profitability: Differences between goods and services. Marketing Science. 1997;16(2):129–145.

    Google Scholar 

  • Ang J, Soh P. User information satisfaction, job satisfaction and computer background: An exploratory study. Information Management. 1997;32(5):255.

    Google Scholar 

  • Argyle M, Martin M. The psychological causes of happiness. In: Argyle M, Martin M, Strack F, Argyle M, Schwarz N, editors. Subjective well-being. New York: Pergamon Press; 1991. p. 77–100.

    Google Scholar 

  • Au N, Ngai E, Cheng T. Extending the understanding of end user information systems satisfaction formation: An equitable needs fulfillment model approach. MIS Quarterly. 2008;32(1):43–66.

    Google Scholar 

  • Bailey J, Pearson S. Development of a tool for measuring and analyzing computer user satisfaction. Management Science. 1983;29(5):530–545.

    Google Scholar 

  • Baroudi J, Orlikowski W. A short-form measure of user information satisfaction: A psychometric evaluation and notes on use. Journal of Management Information Systems. 1988;4(4):44–59.

    Google Scholar 

  • Bearden W, Teel J. Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research. 1983;20(1):21–28.

    Google Scholar 

  • Bergeron F, Berube C. The management of the end-user environment: An empirical investigation. Information Management. 1988;14(3):107–113.

    Google Scholar 

  • Bhattacherjee A. Understanding information systems continuance: An expectation-confirmation model. Management Information Systems Quarterly. 2001;25(3):351–370.

    Google Scholar 

  • Bhattacherjee A, Premkumar G. Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test. Management Information Systems Quarterly. 2004;28(2):229–254.

    Google Scholar 

  • Caligiuri P, Phillips J, Lazarova M, Tarique I, Bürgi P. The theory of met expectations applied to expatriate adjustment: The role of cross-cultural training. International Journal of Human Resource Management. 2001;12(3):357–372.

    Google Scholar 

  • Cheung G. Introducing the latent congruence model for improving the assessment of similarity, agreement, and fit in organizational research. Organizational Research Methods. 2009;12(1):6–33.

    Google Scholar 

  • Cheung C, Chan G, Limayem M. A critical review of online consumer behavior: Empirical research. Journal of Electronic Commerce in Organizations. 2005;3(4):1–19.

    Google Scholar 

  • Chin WW, Lee MKO. A proposed model and measurement instrument for the formation of IS satisfaction: The case of end-user computing satisfaction. Proceedings of the 21st International Conference on Information Systems, Atlanta, GA; 2000. p. 553–563.

    Google Scholar 

  • Chiou WC, Lin CC, Perng C (2010). A strategic framework for website evaluation based on a review of the literature from 1995∼2006. Information & Management. Accessed 4 June 2010.

    Google Scholar 

  • Churchill Jr G, Surprenant C. An investigation into the determinants of customer satisfaction. Journal of Marketing Research. 1982;19(4):491–504.

    Google Scholar 

  • Cooper A, Artz K. Determinants of satisfaction for entrepreneurs. Journal of Business Venturing. 1995;10(6):439.

    Google Scholar 

  • Cronin Jr J, Taylor S. Measuring service quality: A reexamination and extension. Journal of Marketing. 1992;56(3):55–68.

    Google Scholar 

  • Cronin Jr J, Taylor S. SERVPERF versus SERVQUAL: Reconciling performance-based and ­perceptions-minus-expectations measurement of service quality. Journal of Marketing. 1994;58(1):125–131.

    Google Scholar 

  • Davis F. Perceived usefulness, perceived ease of use, and user acceptance of information technology. Management Information Systems Quarterly. 1989;13(3):318–339.

    Google Scholar 

  • DeLone W, McLean E. Information systems success: The quest for the dependent variable. Information Systems Research. 1992;3(1):60–95.

    Google Scholar 

  • DeLone W, McLean E. The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems. 2003;19(4):9–30.

    Google Scholar 

  • Doll W, Torkzadeh G. The measurement of end-user computing satisfaction. Management Information Systems Quarterly. 1988;12(2):259–274.

    Google Scholar 

  • Edwards J. The study of congruence in organizational behavior research: Critique and a proposed alternative. Organizational Behavior and Human Decision Processes. 1994;58(1):51–100.

    Google Scholar 

  • Edwards J. Ten difference score myths. Organizational Research Methods. 2001;4(3):265.

    Google Scholar 

  • Edwards J. Latent variable modeling in congruence research. Organizational Research Methods. 2009;12(1):34–62.

    Google Scholar 

  • Edwards J, Cooper C. The person-environment fit approach to stress: Recurring problems and some suggested solutions. Journal of Organizational Behavior. 1990;11(4):293–307.

    Google Scholar 

  • Ein-Dor P, Segev E. Organizational context and MIS structure: Some empirical evidence. Management Information Systems Quarterly. 1982;6(3):55–68.

    Google Scholar 

  • Emmons RA, Diener E. Factors predicting satisfaction judgements: A comparative examination. Social Indicators Research. 1985;16:157–167.

    Google Scholar 

  • Erevelles S, Leavitt C. A comparison of current models of consumer satisfaction/dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. 1992;5(1): 104–114.

    Google Scholar 

  • Erevelles S, Srinivasan S, Rangel S. Consumer satisfaction for internet service providers: An analysis of underlying processes. Information Technology and Management. 2003;4(1):69–89.

    Google Scholar 

  • Ferratt T, Agarwal R, Brown C, Moore J. IT human resource management configurations and IT turnover: Theoretical synthesis and empirical analysis. Information Systems Research. 2005;16(3):237–255.

    Google Scholar 

  • Festinger L. A theory of social comparison processes. Human Relations. 1954;7:117–140.

    Google Scholar 

  • Fishbein M, Ajzen I. Predicting and changing behavior: The reasoned action approach. New York: Psychology Press (Taylor & Francis); 2010.

    Google Scholar 

  • Fornell C. A national customer satisfaction barometer: The Swedish experience. Journal of Marketing. 1992;56(1):6–21.

    Google Scholar 

  • Freedman J. Happy people: What happiness is, who has it, and why. New York: Harcourt; 1978.

    Google Scholar 

  • Gallagher C. Perceptions of the value of a management information system. Academy of Management Journal. 1974;17(1):46–55.

    Google Scholar 

  • Galup S, Saunders C, Nelson R, Cerveny R. The use of temporary staff and managers in a local government environment. Communication Research. 1997;24(6):698–730.

    Google Scholar 

  • Giese JL, Cote JA (2000). Defining consumer satisfaction. Academy of Marketing Science Review. http://www.amsreview.org/articles/giese01-2000.pdf. Accessed 28 April 2008.

  • Greenhaus J, Parasuraman S, Wormley W. Effects of race on organizational experience, job performance evaluations, and career outcomes. Academy of Management Journal. 1990;33(1):64–86.

    Google Scholar 

  • Griffith T, Northcraft G. Cognitive elements in the implementation of new technology: Can less information provide more benefits? Management Information Systems Quarterly. 1996;20(1):99–110.

    Google Scholar 

  • Guimaraes T, Igbaria M. Determinants of turnover intentions: Comparing IC and IS personnel. Information Systems Research. 1992;3(3):273–303.

    Google Scholar 

  • Gutman J. A means-end chain model based on consumer categorization processes. Journal of Marketing. 1982;46(2):60–72.

    Google Scholar 

  • Hackman J, Oldham G. Development of the job diagnostic survey. Journal of Applied Psychology. April 1975;60(2):159–170.

    Google Scholar 

  • Hackman JR, Oldham GR. Work design. Reading, MA: Addison-Wesley; 1980.

    Google Scholar 

  • Halstead D, Hartman D, Schmidt SL. Multisource effects on the satisfaction formation process. Journal of the Academy of Marketing Science. 1994;22(2):114–129.

    Google Scholar 

  • Hamilton S, Chervany N. Evaluating information system effectiveness – part I: Comparing ­evaluation approaches. Management Information Systems Quarterly. 1981a;5(3):55–69.

    Google Scholar 

  • Hamilton S, Chervany N. Evaluating information system effectiveness – part II: Comparing ­evaluator viewpoints. Management Information Systems Quarterly. 1981b;5(4):79–86.

    Google Scholar 

  • Henry JW, Stone RW. A structural equation model of end-user satisfaction with a computer-based medical information system. Information Resources Management Journal. 1994;7(3):21–33.

    Google Scholar 

  • Huang T, Fong-Ling F. Understanding user interface needs of e-commerce web sites. Behaviour & Information Technology. 2009;28(5):461–469.

    Google Scholar 

  • Igbaria M, Baroudi J. A short-form measure of career orientations: A psychometric evaluation. Journal of Management Information Systems. 1993;10(2):131–154.

    Google Scholar 

  • Igbaria M, Nachman SA. Correlates of user satisfaction with end user computing: An exploratory study. Information Management. 1990;19(2):73–82.

    Google Scholar 

  • Igbaria M, Parasuraman S, Badawy M. Work experiences, job involvement, and quality of work life among information systems personnel. Management Information Systems Quarterly. 1994;18(2):175–201.

    Google Scholar 

  • Irving P, Meyer J. Reexamination of the met-expectations hypothesis: A longitudinal analysis. The Journal of Applied Psychology. 1994;79(6):937–949.

    Google Scholar 

  • Irving P, Meyer J. On using residual difference scores in the measurement of congruence: The case of met expectations research. Personnel Psychology. 1999;52(1):85–95.

    Google Scholar 

  • Ives B, Olson M, Baroudi J. The measurement of user information satisfaction. Communications of the ACM. 1983;26(10):785–793.

    Google Scholar 

  • Janssen O. Fairness perceptions as a moderator in the curvilinear relationships between job demands, and job performance and job satisfaction. Academy of Management Journal. 2001;44(5):1039–1050.

    Google Scholar 

  • Jiang J, Klein G. Supervisor support and career anchor impact on the career satisfaction of the entry-level information systems professional. Journal of Management Information Systems. 1999–2000;16(3):219–240.

    Google Scholar 

  • Jiang J, Klein G. A discrepancy model of information system personnel turnover. Journal of Management Information Systems. 2002;19(2):249–272.

    Google Scholar 

  • Jiang JJ, Klein G. Expectation-confirmation theory: Capitalizing on descriptive power. In: Dwivedi YK, Lal B, Williams MD, Schneberger SL, Wade M, editors. Contemporary theoretical models in information systems. Hershey: Information Science Reference; 2009. p. 384–401.

    Google Scholar 

  • Jiang J, Klein G, Balloun J. The joint impact of internal and external career anchors on entry-level IS career satisfaction. Information Management. 2001;39(1):31.

    Google Scholar 

  • Joseph D, Ng KY, Koh C, Soon A. Turnover of information technology professionals: A narrative review, meta-analytic structural equation modeling, and model development. Management Information Systems Quarterly. 2007;31(3):547–577.

    Google Scholar 

  • Joshi K, Rai A. Impact of the quality of information products on information system users’ job satisfaction: An empirical investigation. Information Systems Journal. 2000;10(4):323–345.

    Google Scholar 

  • Jun S, Hyun YJ, Gentry JW, Song C-S. The relative influence of affective experience on consumer satisfaction under positive versus negative discrepancies. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior. 2001;14:141–153.

    Google Scholar 

  • Kahneman D, Tversky A. Prospect theory: An analysis of decision under risk. Econometrica. 1979;47(2):263–291.

    Google Scholar 

  • Karimi J, Somers T, Gupta Y. Impact of environmental uncertainty and task characteristics on user satisfaction with data. Information Systems Research. 2004;15(2):175–193.

    Google Scholar 

  • Kettinger W, Lee C. Zones of tolerance: Alternative scales for measuring information systems service quality. Management Information Systems Quarterly. 2005;29(4):607–623.

    Google Scholar 

  • Kettinger W, Choong C, Lee W. Perceived service quality and user satisfaction with the information services function. Decision Sciences. 1994;25(5/6):737–766.

    Google Scholar 

  • Khuri AI, Cornell JA. Response surfaces: Design and analysis. New York: Marcel Dekker; 1987.

    Google Scholar 

  • King WR, Epstein BJ. Assessing IS value. Decision Sciences. 1983;14:34–45.

    Google Scholar 

  • King J, Schrems E. Cost–benefit analysis in information systems development and operation. ACM Computing Surveys. 1978;10(1):19–34.

    Google Scholar 

  • King W, Lahiff J, Hatfield J. A discrepancy theory of the relationship between communication and job satisfaction. Communication Research Reports. 1988;5(1):36–43.

    Google Scholar 

  • Klein G, Jiang J, Cheney P. Resolving difference score issues in information systems research. Management Information Systems Quarterly. 2009;33(4):811–826.

    Google Scholar 

  • Larker DF, Lessig VP. Perceived usefulness of information: A psychometric examination. Decision Sciences. 1980;11:121–134.

    Google Scholar 

  • Lawler EE. Pay and organizational effectiveness: A psychological view. New York: McGraw-Hill; 1971.

    Google Scholar 

  • Lee M, Pow J. Information access behaviour and expectation of quality: Two factors affecting the satisfaction. Journal of Information Science. 1996;22(3):171.

    Google Scholar 

  • Lin C, Wu S, Tsai R. Integrating perceived playfulness into expectation-confirmation model for web portal context. Information Management. 2005;42(5):683–693.

    Google Scholar 

  • Lindsay C, Marks E, Gorlow L. The Herzberg theory: A critique and reformulation. The Journal of Applied Psychology. 1967;51(4):330–339.

    Google Scholar 

  • Locke E. What is job satisfaction? Organizational Behavior and Human Performance. 1969;4(4):309–336.

    Google Scholar 

  • Locke EA. The nature and causes of job satisfaction. In: Dunnette MD, editor. Handbook of industrial and organizational psychology. Chicago: Rand McNally; 1976. p. 1297–1349.

    Google Scholar 

  • Lucas J. Measuring employee reactions to computer operations. Sloan Management Review. 1974;15(3):59–67.

    Google Scholar 

  • Marsden P. A note on block variables in multiequation models. Social Science Research. 1982;11(2):127–140.

    Google Scholar 

  • Maslow A. A theory of human motivation. Psychological Review. 1943;50(4):370–396.

    Google Scholar 

  • McGill T, Klobas J. User developed application success: Sources and effects of involvement. Behaviour & Information Technology. 2008;27(5):407–422.

    Google Scholar 

  • McKinney V, Kanghyun Y, Zahedi F. The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research. 2002;13(3):296–315.

    Google Scholar 

  • McKnight DH. Motivating critical computer systems operators: Job characteristics, controls, and relationships. Unpublished doctoral dissertation, Minneapolis: University of Minnesota; 1997.

    Google Scholar 

  • Merriam-Webster’s Online Dictionary (2010). http://www.merriam-webster.com/netdict/satisfaction. Accessed 21 June 2020.

  • Michalos AC. Multiple discrepancies theory (MDT). Social Indicators Research. 1985;16(4):347–413.

    Google Scholar 

  • Morris M, Venkatesh V. Job characteristics and job satisfaction: Understanding the role of enterprise resource planning system implementation. Management Information Systems Quarterly. 2010;34(1):143–161.

    Google Scholar 

  • Morrison D, Cordery J, Girardi A, Payne R. Job design, opportunities for skill utilization, and intrinsic job satisfaction. European Journal of Work & Organizational Psychology. 2005;14(1):59–79.

    Google Scholar 

  • Nadkarni S, Gupta R. A task-based model of perceived website complexity. Management Information Systems Quarterly. 2007;31(3):501–524.

    Google Scholar 

  • Negash S, Ryan T, Igbaria M. Quality and effectiveness in Web-based customer support systems. Information Management. 2003;40(8):757.

    Google Scholar 

  • Nevo D, Wade M. How to avoid disappointment by design. Communications of the ACM. 2007;50(4):43–48.

    Google Scholar 

  • Niedrich R, Kiryanova E, Black W. The dimensional stability of the standards used in the disconfirmation paradigm. Journal of Retailing. 2005;81(1):49–57.

    Google Scholar 

  • O’Reilly III C. Variations in decision makers’ use of information sources: The impact of quality and accessibility of information. Academy of Management Journal. 1982;25(4):756–771.

    Google Scholar 

  • Oliver R. Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing. 1981;57(3):25.

    Google Scholar 

  • Olshavsky R, Miller J. Consumer expectations, product performance, and perceived product ­quality. Journal of Marketing Research. 1972;9(1):19–21.

    Google Scholar 

  • Palvia P, Palvia S. An examination of the IT satisfaction of small-business users. Information Management. 1999;35(3):127.

    Google Scholar 

  • Parasuraman A, Zeithaml V, Berry L. A conceptual model of service quality and its implications for future research. Journal of Marketing. 1985;49(4):41–50.

    Google Scholar 

  • Peter J, Churchill Jr G, Brown T. Caution in the use of difference scores in consumer research. Journal of Consumer Research. 1993;19(4):655–662.

    Google Scholar 

  • Porter L. A study of perceived need satisfactions in bottom and middle management jobs. The Journal of Applied Psychology. 1961;45(1):1–10.

    Google Scholar 

  • Porter LW, Lawler III EE. Managerial attitudes and performance. Homewood, IL: Richard D. Irwin; 1968.

    Google Scholar 

  • Ragu-Nathan T, Tarafdar M, Ragu-Nathan B, Qiang T. The consequences of technostress for end users in organizations: Conceptual development and empirical validation. Information Systems Research. 2008;19(4):417–433.

    Google Scholar 

  • Rice R, McFarlin D, Bennett D. Standards of comparison and job satisfaction. The Journal of Applied Psychology. 1989;74(4):591–598.

    Google Scholar 

  • Robey D. User attitudes and management information system use. Academy of Management Journal. 1979;22(3):527–538.

    Google Scholar 

  • Rong G, Grover V. Keeping up-to-date with information technology: Testing a model of technological knowledge renewal effectiveness for IT professionals. Information Management. 2009;46(7):376–387.

    Google Scholar 

  • Rushinek A, Rushinek S. Performance monitoring tools for computer systems: Hardware, ­software, firmware and hybrid controls. Computers & Industrial Engineering. 1985;9(4):419.

    Google Scholar 

  • Ruth C, Weidong K, James X, Campbell Q, Vikram S. Socialization and organizational outcomes of information technology professionals. Career Development International. 2005;10(1):26–51.

    Google Scholar 

  • Rutner P, Hardgrave B, McKnight D. Emotional dissonance and the information technology ­professional. Management Information Systems Quarterly. 2008;32(3):635–652.

    Google Scholar 

  • Saunders C, Jones J. Measuring performance of the information systems function. Journal of Management Information Systems. 1992;8(4):63–82.

    Google Scholar 

  • Schaupp L. Web site success: Antecedents of web site satisfaction and re-use. Journal of Internet Commerce. 2010;9(1):42–64.

    Google Scholar 

  • Schein EH. Career dynamics: Matching individual and organizational needs. Boston: Addision-Wesley; 1978.

    Google Scholar 

  • Schewe C. The management information system user: An exploratory behavioral analysis. Academy of Management Journal. 1976;19(4):577–590.

    Google Scholar 

  • Schultz RL, Slevin DP. Implementation and management innovations. In: Schultz RL, Slevin DP, editors. Implementing operations research/management science. New York: American Elsevier; 1975. p. 153–182.

    Google Scholar 

  • Sethi V, King R. An application of the cusp catastrophe model to user information satisfaction. Information Management. 1998;34(1):41.

    Google Scholar 

  • Shapiro H, Wahba M. Pay satisfaction: An empirical test of a discrepancy model. Management Science. 1978;24(6):612–622.

    Google Scholar 

  • Smith PC, Kendall L, Hulin CL. The measurement of satisfaction in work and retirement. Rand McNally, Chicago. IL; 1969.

    Google Scholar 

  • Spector P. Higher-order need strength as a moderator of the job scope-employee outcome relationship: A meta-analysis. Journal of Occupational Psychology. June 1985;58(2):119–127.

    Google Scholar 

  • Spreng R, MacKenzie S, Olshavsky R. A reexamination of the determinants of consumer satisfaction. Journal of Marketing. 1996;60(3):15.

    Google Scholar 

  • Straub D. Validating instruments in MIS research. Management Information Systems Quarterly. 1989;13(2):147–169.

    Google Scholar 

  • Suh K, Kim S, Lee J. End-user’s disconfirmed expectations and the success of information ­systems. Information Resources Management Journal. 1994;7(4):31–39.

    Google Scholar 

  • Swan J, Trawick I, Carroll M. Effect of participation in marketing research on consumer attitudes toward research and satisfaction with a service. Journal of Marketing Research. 1981;18(3):356–363.

    Google Scholar 

  • Swanson E. Management information systems: Appreciation and involvement. Management Science. 1974;21(2):178–188.

    Google Scholar 

  • Szymanski D, Henard D. Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science. 2001;29(1):16–35.

    Google Scholar 

  • Teas RK. Consumer expectations and the measurement of perceived service quality. Journal of Professional Services Marketing. 1993;8(2):33–54.

    Google Scholar 

  • Tesch D, Jiang J, Klein G. The impact of information system personnel skill discrepancies on stakeholder satisfaction. Decision Sciences. 2003;34(1):107–129.

    Google Scholar 

  • Tse D, Wilton P. Models of consumer satisfaction formation: An extension. Journal of Marketing Research. 1988;25(2):204–212.

    Google Scholar 

  • van Dyke T, Prybutok V, Kappelman L. Cautions on the use of the SERVQUAL measure to assess the quality of information systems services. Decision Sciences. 1999;30(3):877–891.

    Google Scholar 

  • Venkatesh V, Davis F. A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science. 2000;46(2):186.

    Google Scholar 

  • Walster E, Bersheid E, Walster GW. New directions in equity research. In: Berkowitz L, Walster E, editors. Advances in experimental social psychology. New York: Academic; 1976. p. 1–42.

    Google Scholar 

  • Wang YS, Tang TI, Tang JT. An instrument for measuring customer satisfaction toward web sites that market digital products and services. Journal of Electronic Commerce Research. 2001;2(3):89–102.

    Google Scholar 

  • Wang Y, Wang H, Shee D. Measuring e-learning systems success in an organizational context: Scale development and validation. Computers in Human Behavior. 2007;23(4):1792–1808.

    Google Scholar 

  • Wanous J, Lawler III E. Measurement and meaning of job satisfaction. The Journal of Applied Psychology. 1972;56(2):95–105.

    Google Scholar 

  • Wanous J, Poland T, Premack S, Davis K. The effects of met expectations on newcomer attitudes and behaviors: A review and meta-analysis. The Journal of Applied Psychology. 1992;77(3):288–297.

    Google Scholar 

  • Warr P. A conceptual framework for the study of work and mental health. Work & Stress. 1994;8(2):84–97.

    Google Scholar 

  • Watson R, Pitt L, Nel D. User satisfaction and services quality of the IS department: Closing the gaps. Journal of Information Technology. 1993;8(4):257.

    Google Scholar 

  • Wixom B, Todd P. A theoretical integration of user satisfaction and technology acceptance. Information Systems Research. 2005;16(1):85–102.

    Google Scholar 

  • Woodruff R, Cadotte E, Jenkins R. Modeling consumer satisfaction processes using experience-based norms. Journal of Marketing Research. 1983;20(3):296–304.

    Google Scholar 

  • Zeithaml VA, Bitner MJ. Service marketing, integrating customer focus across the firm (2e). Boston: Irwin/McGraw-Hill; 2000.

    Google Scholar 

  • Zhang Z. Feeling the sense of community in social networking usage. IEEE Transactions on Engineering Management. 2010;57(2):225–239.

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. College of Business and Administration, The University of Colorado at Colorado Springs, 1420 Austin Bluffs Parkway, 7150, Colorado Springs, CO, 80933-7150, USA

    Gary Klein

Authors
  1. James J. Jiang
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Gary Klein
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Carol Saunders
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Gary Klein .

Editor information

Editors and Affiliations

  1. , School of Business and Economics, Swansea University, Singleton Park, Swansea, SA2 8PP, United Kingdom

    Yogesh K. Dwivedi

  2. IMD, Ch. de Bellerive 23, Lausanne, 1001, Switzerland

    Michael R. Wade

  3. Principia College, Maybeck Place 1, Elsah, 62028, Illinois, USA

    Scott L. Schneberger

Rights and permissions

Reprints and permissions

Copyright information

© 2012 Springer Science+Business Media, LLC

About this chapter

Cite this chapter

Jiang, J.J., Klein, G., Saunders, C. (2012). Discrepancy Theory Models of Satisfaction in IS Research. In: Dwivedi, Y., Wade, M., Schneberger, S. (eds) Information Systems Theory. Integrated Series in Information Systems, vol 28. Springer, New York, NY. https://doi.org/10.1007/978-1-4419-6108-2_18

Download citation

Publish with us

Policies and ethics

Search

Navigation