Discrepancy Theory Models of Satisfaction in IS Research

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


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.


User satisfaction Job satisfaction Expectation-confirmation theory Discrepancy theory Difference scores 



Expectation confirmation theory


Electronic data processing


Information systems


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Authors and Affiliations

  1. 1.College of Business and AdministrationThe University of Colorado at Colorado SpringsColorado SpringsUSA

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