The Yield Shift Theory of Satisfaction and Its Application to the IS/IT Domain

Abstract

Information Systems / Information Technology (IS/IT) Satisfaction is a key indicator of IS/IT success. For IS professionals and providers, satisfaction is critical throughout the life of a system because dissatisfied stakeholders can derail implementation, discontinue using an important system, erode IS/IT budgets, or even transfer their entire IT infrastructure to a different organization. The IS literature offers several perspectives on satisfaction, but none yet accounts fully for known satisfaction phenomena. We identify ten observed satisfaction effects, and summarize six existing models for satisfaction, identifying their merits, and the limits of their explanatory power. We then advance Yield Shift Theory (YST), a new causal theory for the satisfaction response that offers a more complete explanation of this phenomenon. YST derives two propositions from five assumptions to propose that variations in the satisfaction response are caused by shifts in yield for an individual's active goal set. We argue the falsifiability and scientific utility of the theory, discuss its relevance to the IS/IT artifact, and suggest a variety of directions for future research.

The effect of Facebook users’ arousal and valence on intention to go to the festival: Applying an extension of the technology acceptance model

“…Moreover, perceived ease of use not only is most strongly affected by valence, but also shows significant impacts on both perceived enjoyment and perceived usefulness. With regard to the positive emotion on using the IT, it was defined as the happiness and pleasure exhibited by individuals in a pleasant or feeling-good state where users need very little efforts but are able to achieve the satisfactory goal through using the IT (Briggs et al, 2008;Beaudry and Pinsonneault, 2010). Facebook event pages make it easy to obtain the information about the events and to connect with the people who have "common interests" without requiring lots of efforts.…”

Back in Sight, Back in Mind

“…It included items for technology acceptance [32], e.g., intention to use: "I plan to use the IT-tool in the next few month. ", and user satisfaction [4], e.g., "I'm satisfied with using the IT-tool in the counseling session.". The semistructured interviews were based on the same topics as the questionnaire, helping us to understand the reasons behind the actors' behavior during the counseling sessions.…”

From telesales to tele-advisory in travel agencies

“…Customers were between 19 and 45 years old and received approximately $50 as allowance for their expenses. The questionnaire was extended by a set of information quality items based on DeLone and McLean [1992] and satisfaction-assessing items according to Briggs et al [2008]. The results of the questionnaires served as baseline for retrospective discussions which provide rich situational insights combined with the observational insights.…”