Drawing on expectation confirmation research, we develop hypotheses regarding the effect of compensation on key customer outcomes following a major data breach and consequent service recovery effort. Data were collected in a longitudinal field study of Sony customers during their data breach in...

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...

While technology adoption is a major stream of research in information systems, few studies have examined the antecedents and consequences of mandatory adoption of technologies. To address this gap, we develop and test a model of mandatory citizen adoption of an e-government technology. Based on...

This study presents two extensions to the two-stage expectation confirmation theory of information systems (IS) continuance. First, we expand the belief set from perceived usefulness in the original IS continuance model to include three additional predictors identified in the unified theory...

Collaborative technologies are widely used to enable teams to function effectively in today's competitive business environment. However, prior research has been inconclusive regarding the impacts of collaborative technologies on team performance. To address the inconsistencies in prior work,...

While technology adoption in the workplace has been studied extensively, drivers of adoption in homes have been largely overlooked. This paper presents the results of a nation-wide, two-wave, longitudinal investigation of the factors driving personal computer (PC) adoption in American homes. The...

In 1998, PaineWebber predicted personal computer (PC) market penetration could rise to 70% by the year 2000 due largely to the low-end, less expensive machines. Yet, recent studies indicate that only about forty to fifty percent of all households have purchased a PC (ABCNews.com 2000; Newburger...

We propose a model to study expectation confirmation in information systems. The proposed model is based on the assimilation-contrast model and prospect theory, and suggests that both are needed to account for the magnitude and direction of the deviations between experiences and expectations....

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...

Individual adoption of technology has been studied extensively in the workplace. Far less attention has been paid to adoption of technology in the household. In this paper, we performed the first quantitative test of the recently developed model of adoption of technology in the household (MATH)....