• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.7
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• pp.245-255
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• 2016

Consumer expectation is divided into rational and emotional components with regard to the experience of products or services. The purpose of this study is to investigate the relationship between these two types of expectations and consumer satisfaction. For the theoretical framework, we use the dual expectation theory with respect to the should-expectation and will-expectation, and verify their effects on consumer satisfaction. The findings of this study imply that under rational expectation, consumer satisfaction increases when the result of their experience exceeds their expectation and the impact is stronger when the will-expectation is satisfied. Under emotional expectation, consumer satisfaction increases when the should-expectation exceeds the result of the actual performance, but decreases when there is disaccord between the will-expectation and performance. For emotional-based expectation, the impact on consumer satisfaction is stronger for should-expectancy disconfirmation than for will-expectancy disconfirmation.

• Information Systems Review
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• v.8 no.3
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• pp.153-174
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• 2006

The purpose of this study is to identify the factors affecting users' continuing use of Hedonic Information Systems(HIS). Focusing on users' post-adoption behaviors, this study proposes a research model which incorporates technology acceptance theory into expectation disconfirmation theory and investigates the causal relationship among five factors; perceived usefulness, perceived ease of use, disconfirmation, user satisfaction, and continuance intention to use a blog as HIS. The results show that satisfaction is significantly influenced by disconfirmation and post expectations(perceived usefulness and perceived ease of use), and in particular the impact of disconfirmation on user satisfaction is stronger than those of perceived usefulness and perceived ease of use. The results also indicate that while perceived usefulness and user satisfaction have significant impacts on continuance intention, perceived ease of use does not do so and has only an indirect impact on continuance intention through perceived usefulness and user satisfaction.

• Asia Marketing Journal
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• v.1 no.4
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• pp.76-104
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• 1999

본 연구에서는 서비스에 대한 평가의 모호성의 정도, 즉 서비스 모호성은 소비자 만족의 형성과정에서 만족에 영향을 미치는 선행변수들의 효과에 어떤 영향을 미칠 수 있을 것인지를 불일치 패러다임하에서 검토해보았다. 본 연구의 수행 결과 서비스 모호성이 높으면 기대나 성과는 만족에 직접효과를 가지지 못하고 불일치를 통한 간접효과를 가진 반면, 서비스 모호성이 낮으면 성과가 불일치를 통해 간접효과를 가질 뿐만 아니라 만족에 직접효과를 가지고 있음이 밝혀졌다. 불일치는 두 경우 모두에서 매개변수로서의 역할을 수행하고 있었다. 조사결과의 시사점을 이론적 측면과 전략적 측면에서 논의하고 연구의 한계 및 미래의 연구방향을 제시하였다.

• Journal of Digital Convergence
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• v.14 no.2
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• pp.469-477
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• 2016

The purpose of this study was to analyze The Relationships of Expectancy-Disconfirmation and Satisfaction, Loyalty of Students Majoring in Art & Physical Education. In order to achieve this purpose, a total of 187 students were selected as study participants from 7 regions in nationally using the convenience sampling method. The instrument for data collection was a questionnaire. The followings are the results: First, positive disconfirmation partially affected education performance. Second, negative disconfirmation partially affects faculty, staff, and education performance. Third, staff and education performance in positive disconfirmation affect loyalty. Fourth, education performance in negative disconfirmation affects loyalty.

• Korean Business Review
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• v.20 no.1
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• pp.55-71
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• 2007

The purpose of this study is to view the development process of customer satisfaction about service recovery by grafting disconfirmation theory an important paradigm in explaining customer satisfaction upon the Justice theory the recently on-going study of handling unfairness and to substantiate and analyze the influence of the perceived justice the important decisive factor in satisfaction about service recovery and disconfirmation about service recovery on customer satisfaction. The following conclusions are made according this study. First, the higher the expectation about service recovery is, the higher the standard of disconfirmation appears. Second, disconfirmation about service recovery turns out to have positive influence on customer satisfaction about service recovery. Third, the higher the perceived justice about service recovery is, the lower the level of disconfirmation about service recovery appears.

• The Journal of the Korea Contents Association
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• v.21 no.11
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• pp.257-267
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• 2021

This study warns of the dangers of pre-marketing that is too preoccupied with raising market expectations before release at the film market level, and provides practical implications that the lower the level of mismatch of market expectations, the more ideal performance can be achieved. The level of expectation before release and satisfaction after release were measured by each movie rating, and the difference was calculated as the inconsistency of expectations. In raising expectations before the release, the expert rating among the star power, director power, expert rating, and number of screens has a significant influence. It was confirmed that the level of expectation before the release had a positive effect on the rating after the release, but had a negative effect on the level of discordance. In addition, the hypothesis that the higher the expectation level before the release, the greater the inconsistency, and the hypothesis that the higher the expectation inconsistency has a negative effect on the box office level is supported. This provides various implications for marketing carried out before or after the release of a movie to film-related practitioners for products with low involvement or emotional content such as movies.

• The Journal of the Korea Contents Association
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• v.17 no.1
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• pp.611-633
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• 2017

This research was designed to verify the causal relationships between organization managers' unmet expectations and job burnout and the mediating effects of overcommitment based on the effort-rewards imbalance theory. It was also intended to evaluate the moderating effect of LMXSC on the relationship between overcommitment and job burnout. 172 branch managers working at commercial bank were selected as the target research group. This study was validated by The SPSS 24.0, the reliability was justified through the factor analysis, and the casual relationship was confirmed through the three-step regression. As a result, unmet expectations had a strong positive correlation with job burnout and overcommitment. Overcommitment had a strong positive correlation with the mediating effect between unmet expectations and job burnout. Moderating effects of LMXSC were not significant. This study showed the practical implication between unmet expectations, overcommitment, and job burnout. Additionally it exhibited the job design and management practice in manager groups where the importance of their role has been expanded. Lastly, we found the interdisciplinary implication from making an effort to elaborate the antecedent of variables.

• Asia Marketing Journal
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• v.3 no.4
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• pp.90-115
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• 2001

본 연구는 서비스 접점에서 서비스 실패가 일어나는 경우 기업의 복구노력이 고객의 만족에 마치는 영향에 관한 연구이다. 먼저 서비스 실패에 대한 기업의 복구노력이 갖는 의미를 살펴보고, 서비스 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지에 대하여 항공산업을 연구대상으로 기대불일치이론, 정당성이론 및 귀인이론을 적용하여 다양한 관점에서 실증 분석하였다. 특히 기대불일치이론 및 정당성이론에 관한 선행 연구들을 상세히 고찰하고, 이러한 이론적 관점에서 서비스 실패 후 기업의 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지를 다중회귀분석 및 구조방정식 모형을 이용하여 실증 분석하였다. 또한 조직행동론의 연구결과를 이용하여 서비스 실패에 대한 귀인적 추론결과가 소비자의 만족과정에 미치는 영향을 검증하였다

• The Journal of the Korea Contents Association
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• v.20 no.9
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• pp.308-317
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• 2020

The purpose of this study is to investigate the effect of differences between job expectations and satisfaction on overall employee satisfaction. A survey was conducted on administrative staff at S University in Seoul for 8 days from December 17, 2018 to December 24, 2018. First, the difference between job expectation and job satisfaction, a significant negative difference occurred for all 15 measurement variables. Second, the factors of work cost and personnel system were found to have a significant negative effect on employee satisfaction. If the expected discrepancy between work cost and personnel system increases by 1, employee satisfaction decreases by 0.35 and 0.24, respectively. Third, among the sub-categories of work cost and personnel system, department allocation and division of duties, proper compensation payment, rationality of compensation decision process, and good welfare system were found to have a significant correlation. By analyzing the significant correlation between expected discrepancies and employee satisfaction, focusing on items that can increase employee satisfaction while lowering the financial burden, narrowing the expected discrepancy of staff increases employee satisfaction and improves the quality of education services.

• The Journal of the Korea Contents Association
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• v.11 no.2
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• pp.287-302
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• 2011

In this paper, we analyzed audience satisfaction procedures in performing art, specifically in musical, in terms of Expectation Disconfirmation Theory. We analyzed one's expectations and outcomes over time; we first classified audience expectations and outcomes about environmental elements as 'the first expectation'/'the first outcome' and about watching situation & content itself as 'the second expectation'/'the second outcome', then analyzed by comparing those two. Through surveying and analyzing the result, this paper serves that the ultimate fact which affects on the final audience satisfaction is 'the second outcome', which is the outcome about watching situation & content itself. This paper also shows that audience expectation toward physical quality of environment affects to 'the second expectation', then 'the second expectation' affects to 'the second outcome', so then affects to the final satisfaction. However, 'the first outcome' doesn't affect to 'the second expectation'; in other words, the physical environment does not affect much to the audience final satisfaction. We expect that our study provides clues for venue management in performing arts.