The Effect of Expectations and Expectancy Confirmation/Disconfirmation on Motorists' Satisfaction with State Highways

Poister, Theodore H.; Thomas, John Clayton

doi:10.1093/jopart/mur004

Cited by 92 publications

(88 citation statements)

References 18 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…In particular, the findings suggest the benefit of using estimates from evaluations as performance data. Previous studies of expectancy disconfirmation have cautioned governments that raising performance expectations will result in greater dissatisfaction among citizens if those expectations are not met (James, 2009;Poister & Thomas, 2011). The results here give rise to a parallel lesson for performance information use.…”

Section: Experiments 5: Expectancy Disconfirmationsupporting

confidence: 53%

See 1 more Smart Citation

Uncovering the Circumstances of Performance Information Use Findings from an Experiment

Moynihan

2015

Public Performance & Management Review

View full text Add to dashboard Cite

One of the most widespread trends in government in past decades has been the diffusion of quantitative measures of performance. This trend is motivated partly by the hope that policymakers will use this data. However, we know little about individual's basic tendencies to incorporate and use performance data. This paper draws from interactive dialogue theory to argue that the connection between data and decisions will not be automatic, but will depend upon circumstances such as the nature of the data and how it is presented. Because observational studies are limited in their ability to identify such circumstances, this paper argues for an experimental approach that offers greater flexibility in designing theory-based treatments. A vignette experiment methodology approach is used, providing subjects with a variety of budget scenarios, varying the amount and type of information that they receive, and asking them to make budget decisions. The results provide evidence that conditions of goal ambiguity, expectancy disconfirmation, and advocacy alter the potential for performance data to influence resource decisions.2

show abstract

Section: Experiments 5: Expectancy Disconfirmationsupporting

confidence: 53%

“…A frequently evoked implication of this theory for public managers is the need to limit citizen expectations to avoid disappointment (van Ryzin, 2006;James, 2009;Poister & Thomas, 2011). How can governments shape expectations about performance?…”

Section: Expectation Disconfirmationmentioning

confidence: 99%

Uncovering the Circumstances of Performance Information Use Findings from an Experiment

Moynihan

2015

Public Performance & Management Review

View full text Add to dashboard Cite

show abstract

“…Link F, however, is less intuitive and refers to the direct effect of expectations on satisfaction, apart from disconfirmation. Some evidence suggests a negative direct effect (Poister & Thomas, ), consistent with the basic cognitive process of expectancy‐disconfirmation as the mechanism of performance perception. But other studies find a positive direct effect of expectations (Oliver & DeSarbo, ; Van Ryzin, ), which may seem counterintuitive at first glance.…”

Section: Expectancy‐disconfirmation Theorymentioning

confidence: 79%

An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction

Ryzin¹

2013

J. Pol. Anal. Manage.

155

120

View full text Add to dashboard Cite

A number of prior studies have found evidence for the expectancy‐disconfirmation theory of citizen satisfaction with public services, which holds that citizens judge public services not only on experienced service quality but also on an implicit comparison of service quality with prior expectations. But the evidence to date has been based on surveys (observational studies) and on subjective measures of expectations and performance, which are likely endogenous. Thus, the present study aimed to test the expectancy‐disconfirmation theory of citizen satisfaction with public services using an experimental method. Participants in an Internet panel (N = 964) were randomly assigned to receive either low‐ or high‐expectations statements from a hypothetical government official and to view either low‐ or high‐performance street cleanliness photographs, in an online survey experiment. The findings are in line with previous research and generally confirm the core relationships in the theory, although the effect of expectations varied by age and political ideology. Because this study is a true randomized experiment, it provides better evidence than previous studies regarding the true causal nature of these relationships.

show abstract

“…Oliver (, ) focused on empirical expectations. Poister and Thomas (), following James (), specifically elicited normative expectations. James () examined both empirical and normative expectations.…”

Section: The Expectancy‐disconfirmation Model Of Citizen Satisfactionmentioning

confidence: 99%

Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model

Petrovsky

Mok

León-Cázares

2016

Public Administration Review

View full text Add to dashboard Cite

Citizen satisfaction with public services has been shown to depend on citizens’ expectations and their perceptions of performance. If performance exceeds expectations, satisfaction is likely; if performance falls short of expectations, dissatisfaction is likely. The existing evidence on this process covers the United States and the United Kingdom. The authors generalize the idea of expectation‐driven citizen satisfaction (the “expectancy‐disconfirmation model”) theoretically and empirically to an institutional context of limited accountability and widespread citizen distrust. Using a survey of a broad cross‐section of the general adult population in Guadalajara, Mexico, in 2014, this article finds support for the expectancy‐disconfirmation model in this very different context. The authors also test for an effect of the type of expectation using an embedded, randomized experiment but do not find evidence of a difference between normative and empirical expectations. Findings support the usefulness of the expectancy‐disconfirmation model in a wide range of contexts.

show abstract

The Effect of Expectations and Expectancy Confirmation/Disconfirmation on Motorists' Satisfaction with State Highways

Cited by 92 publications

References 18 publications

Uncovering the Circumstances of Performance Information Use Findings from an Experiment

Uncovering the Circumstances of Performance Information Use Findings from an Experiment

An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction

Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model

Contact Info

Product

Resources

About