TY - GEN
T1 - Counterfactual thoughts
T2 - 11th Americas Conference on Information Systems, AMCIS 2005
AU - Mellarkod, Vidhya
AU - Browne, Glenn J.
AU - Appan, Radha
PY - 2005
Y1 - 2005
N2 - Counterfactual thoughts (CFTs) are imagined alternatives to an actual event, and are pervasive in our daily lives. It is not unusual for one to think of what might have been if only a few subtle details of the past had been different. CFTs often arise from disconfirmation of expectations. Such thoughts have been proposed to influence satisfaction, disappointment and continuance intentions in the fields of marketing and psychology. However, the traditional expectation-disconfirmation theory (EDT), often employed to study satisfaction and continuance intentions has failed to recognize the role of CFTs. Accordingly, this study presents a conceptual model and empirically examines the moderating role of CFTs in the relationship between expectation disconfirmation and satisfaction, and the effect of CFTs on disappointment and IS continuance intentions. Results strongly support the hypothesized role of CFTs. This study contributes to a better conceptualization of the post-implementation user cognition and EDT, which has been traditionally used to examine user satisfaction and continuance intentions.
AB - Counterfactual thoughts (CFTs) are imagined alternatives to an actual event, and are pervasive in our daily lives. It is not unusual for one to think of what might have been if only a few subtle details of the past had been different. CFTs often arise from disconfirmation of expectations. Such thoughts have been proposed to influence satisfaction, disappointment and continuance intentions in the fields of marketing and psychology. However, the traditional expectation-disconfirmation theory (EDT), often employed to study satisfaction and continuance intentions has failed to recognize the role of CFTs. Accordingly, this study presents a conceptual model and empirically examines the moderating role of CFTs in the relationship between expectation disconfirmation and satisfaction, and the effect of CFTs on disappointment and IS continuance intentions. Results strongly support the hypothesized role of CFTs. This study contributes to a better conceptualization of the post-implementation user cognition and EDT, which has been traditionally used to examine user satisfaction and continuance intentions.
KW - Continuance intention
KW - Counterfactual thoughts
KW - Disappointment
KW - IS implementation
KW - Satisfaction
UR - http://www.scopus.com/inward/record.url?scp=84869781896&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:84869781896
SN - 9781604235531
T3 - Association for Information Systems - 11th Americas Conference on Information Systems, AMCIS 2005: A Conference on a Human Scale
SP - 1209
EP - 1215
BT - Association for Information Systems - 11th Americas Conference on Information Systems, AMCIS 2005
Y2 - 11 August 2005 through 15 August 2005
ER -