Browsing by Author "Brown, Susan A."
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- Expectation Confirmation in Information Systems Research: A Test of Six Competing ModelsBrown, Susan A.; Venkatesh, Viswanath; Goyal, Sandeep (Society for Information Management, 2014-09-01)Expectation confirmation research in general, and in information systems (IS) in particular, has produced conflicting results. In this paper, we discuss six different models of expectation confirmation: assimilation, contrast, generalized negativity, assimilation-contrast, experiences only, and expectations only. Relying on key constructs from the technology acceptance model (TAM), we test each of these six models that suggests different roles for expectations and experiences of the key predictor-here, perceived usefulness- and their impacts on key outcomes-here, behavioral intention, use, and satisfaction. Data were collected in a field study from 1,113 participants at two points in time. Using polynomial modeling and response surface analysis, we provide the analytical representations for each of the six models and empirically test them to demonstrate that the assimilation-contrast is the best existing model in terms of its ability to explain the relationships between expectations and experiences of perceived usefulness and important dependent variables-namely, behavioral intention, use, and satisfaction-in individual-level research on IS implementations.
- Going Beyond Intention: Integrating Behavioral Expectation Into the Unified Theory of Acceptance and Use of TechnologyMaruping, Likoebe M.; Bala, Hillol; Venkatesh, Viswanath; Brown, Susan A. (Wiley, 2017-03-01)Research on information technology (IT) adoption and use, one of the most mature streams of research in the information science and information systems literature, is primarily based on the intentionality framework. Behavioral intention (BI) to use an IT is considered the sole proximal determinant of IT adoption and use. Recently, researchers have discussed the limitations of BI and argued that behavioral expectation (BE) would be a better predictor of IT use. However, without a theoretical and empirical understanding of the determinants of BE, we remain limited in our comprehension of what factors promote greater IT use in organizations. Using the unified theory of acceptance and use of technology as the theoretical framework, we develop a model that posits 2 determinants (i.e., social influence and facilitating conditions) of BE and 4 moderators (i.e., gender, age, experience, and voluntariness of use) of the relationship between BE and its determinants. We argue that the cognitions underlying the formation of BI and BE differ. We found strong support for the proposed model in a longitudinal field study of 321 users of a new IT. We offer theoretical and practical IT implications of our findings.
- Guidelines for Conducting Mixed-methods Research: An Extension and IllustrationVenkatesh, Viswanath; Brown, Susan A.; Sullivan, Yulia W. (Association for Information Systems, 2016-07-01)In this paper, we extend the guidelines of Venkatesh et al. (2013) for mixed-methods research by identifying and integrating variations in mixed-methods research. By considering 14 properties of mixed-methods research (e.g., purposes, research questions, epistemological assumptions), our guidelines demonstrate how researchers can flexibly identify the existing variations in mixed-methods research and proceed accordingly with a study design that suits their needs. To make the guidelines actionable for various situations and issues that researchers could encounter, we develop a decision tree to map the flow and relationship among the design strategies. We also illustrate one possible type of mixed-methods research in information systems in depth and discuss how to develop and validate meta-inferences as the outcomes of such a study.
- Impact of Customer Compensation Strategies on Outcomes and the Mediating Role of Justice Perceptions: A Longitudinal Study of Target's Data BreachHoehle, Hartmut; Venkatesh, Viswanath; Brown, Susan A.; Tepper, Bennett J.; Kude, Thomas (Society for Information Management, 2022-03-01)Data breaches are a major threat to organizations from both financial and customer relations perspectives. We developed a nomological network linking post-breach compensation strategies to key outcomes, namely continued shopping intentions, positive word-of-mouth, and online complaining, with the effects being mediated by customers’ justice perceptions. We conducted a longitudinal field study investigating Target’s data breach in 2013 that affected more than 110 million customers. We examined customers’ expectations toward compensation immediately after the breach was confirmed (survey 1) and their experiences after reparations were made (survey 2). Evidence from polynomial regression and response surface analyses of data collected from 388 affected customers showed that customers’ justice perceptions were influenced by the actual compensation provided as well as the type and extent of compensation an organization could and should have provided (i.e., customers’ compensation expectations). Interestingly, both positive and negative expectation disconfirmation led to less favorable justice perceptions compared to when expectations were met. Justice perceptions were, in turn, associated with key outcomes. We discuss implications for research on data security, information systems, and justice theory.
- Service Design and Citizen Satisfaction with E-Government Services: A Multidimensional PerspectiveChan, Frank K. Y.; Thong, James Y. L.; Brown, Susan A.; Venkatesh, Viswanath (Wiley, 2020-10-24)This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence perceived service quality and citizen satisfaction with e-government services. The service perceptions and their corresponding design characteristics are: (1) perceptions of a core service—accuracy, completeness, self-service capability, and convenience; (2) perceptions of facilitating services—accessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting services—personalization capability and transparency. We tested our research model using data from a two-stage survey of 3,065 users of three e-government services. The results showed that all design characteristics contributed to their respective service perceptions that influenced perceived service quality that in turn influenced citizen satisfaction. The finding of a three-way interaction among the service perceptions supported their complementary role in influencing perceived service quality.
- Technology Adoption Decisions in the Household: A Seven-Model ComparisonBrown, Susan A.; Venkatesh, Viswanath; Hoehle, Hartmut (Wiley, 2015-09-01)We identified 7 theoretical models that have been used to explain technology adoption and use. We then examined the boundary conditions of these models of technology adoption when applied to the household context using longitudinal empirical data from households regarding their purchase and use decisions related to household technologies. We conducted 2 studies and collected 1,247 responses from U.S. households for the first study and 2,064 responses from U.S. households for the second study. Those households that had adopted household technologies were surveyed regarding their use behavior. Potential adopters (i.e., those who had currently not adopted) were surveyed regarding their purchase intentions. This allowed us to identify the most influential factors affecting a household's decision to adopt and use technologies. The results show that the model of adoption of technology in the household provided the richest explanation and explained best why households purchase and use technologies.