Research ArticleExpectation disconfirmation theory (EDT) posits that expectations, disconfirmation, and performance influence customer satisfaction. While information systems researchers have adopted EDT to explain user information technology (IT) satisfaction, they often use various EDT model subsets. Leaving out one or more key variables, or key relationships among the variables, can reduce EDT's explanatory potential. It can also suggest an intervention for practice that is very different from (and inferior to) the intervention suggested by a more complete model. Performance is an especially beneficial but largely neglected EDT construct in IT research. Using EDT theory from the marketing literature, this paper explains and demonstrates the incremental value of using the complete IT EDT model with performance versus the simplified model without it. Studying software users, we find that the complete model with performance both reveals assimilation effects for less experienced users and uncovers asymmetric effects not found in the simplified model. We also find that usefulness performance more strongly influences usage continuance intention than does any other EDT variable. We explain how researchers and practitioners can take full advantage of the predictive and explanatory power of the complete IT EDT model.We understand that researchers justifiably favor the more parsimonious of two models. For example, the technology acceptance model (TAM) is often favored over other models (e.g., the theory of reasoned action or the theory of planned behavior) for studying IT acceptance because it predicts well with fewer variables. While parsimony is important, an overly parsimonious model may not explain a phenomenon as well as a rival model. We will argue that the simplified EDT model often does not explain as well as the complete EDT model. In the process, we use arguments from the marketing EDT literature, based on such foundations as social judgment theory and prospect theory.Assessing the use of these models, we find that despite the growing number of IT EDT studies, little IT research to date examines the simplified model, and no IT EDT research to date examines the Lankton & McKnight / Examining Two EDT Models 90 Note: The shaded (black) boxes represent the relationships tested in each study. *These studies also examine the satisfaction to continuance intention relationship. E = Expectations, D = Disconfirmation, P = Performance, S = Satisfaction.

Information credibility is important to Internet advice site vendors because they primarily build a revenue stream based on how credible consumers consider the information on the website. Unless consumers believe the website's information is credible, they are not likely to be willing to act on the advice. This paper reports on an empirical study of how individual differences and initial site impressions affect perceptions of website information credibility. Results confirm that most of the proposed individual difference and initial impression variables play an important role in how consumers view the credibility of an unfamiliar website. Implications are included regarding adapting websites to take into account initial site impressions and individual differences.

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PurposeThe research aims to addresses the limitations of previous literature regarding choosing the appropriate conceptualization of trust (i.e. interpersonal trust or system trust) and the role of design aesthetics in generating system trust and intention to adopt mobile banking.Design/methodology/approachThe research conducts two studies. Study 1 determines the degree of humanness in a mobile banking application. Study 2 tests the research model. A total of 261 respondents participate in Study 1 and 491 in Study 2. Statistical Package for the Social Sciences (SPSS) (study 1) and SmartPLS (PLS software) (study 2) are used to test the hypotheses.FindingsStudy 1 establishes that the mobile banking application is perceived to have low humanness. Thus, it is expected that system trust is more appropriate to use than interpersonal trust. Study 2 demonstrates that (i) system trust is more useful than interpersonal trust in the mobile banking context and (ii) design aesthetics positively influences consumer system trust and intention to adopt.Originality/valueTo the best of the authors' knowledge, the current research is the first to distinguish empirically between system trust and interpersonal trust and identify the best choice of mobile banking trust type. Specifically, the study determined the choice of system trust for mobile banking through a priori humanness measures and validated this choice by measuring both system trust and interpersonal trust, which has not been done before. In addition, retail banking should consider the influence of design aesthetics on consumer trust and incorporate elements that enhance consumers' opinions about the mobile banking application's functionality, reliability and helpfulness.