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Lookup NU author(s): Dr Davit MarikyanORCiD, Professor Savvas PapagiannidisORCiD, Professor Eleftherios AlamanosORCiD
This work is licensed under a Creative Commons Attribution 4.0 International License (CC BY 4.0).
This study aims to address a research gap related to the outcomes of the use of technology when the performance falls short of initial expectations, and the coping mechanisms that users may deploy in such circumstances. By adopting Cognitive Dissonance Theory, the objectives of the study are a) to examine how dissonance, caused by the negative disconfirmation of expectations, may translate into a positive outcome and b) study how negative emotions, such as anger, guilt and regret, determine the selection of the mechanism to reduce dissonance. The theorised model was tested using a cross-sectional research design and a sample of 387 smart home users. The focus on smart home users fitted the objectives of the study due to the high expectations that users form and the challenges that the utilisation of technology sometimes causes. The collected data was analysed using structural equation modelling. Findings indicate that post-disconfirmation dissonance induces feelings of anger, guilt and regret, correlating with dissonance reduction mechanisms, which in turn have a distinctive effect on satisfaction and wellbeing. The findings of the study contribute to the discussion on expectation-disconfirmation and cognitive dissonance, by illustrating the interrelationship between emotional, cognitive and behavioural factors following the evaluation of technology performance and confirming that negative disconfirmation may result in satisfaction.
Author(s): Marikyan D, Papagiannidis S, Alamanos E
Publication type: Article
Publication status: Published
Journal: Information Systems Frontiers
Year: 2020
Pages: epub ahead of print
Online publication date: 25/07/2020
Acceptance date: 07/07/2020
Date deposited: 31/07/2020
ISSN (print): 1387-3326
ISSN (electronic): 1572-9419
Publisher: Springer New York LLC
URL: https://doi.org/10.1007/s10796-020-10042-3
DOI: 10.1007/s10796-020-10042-3
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