Research Note—Using Expectation Disconfirmation Theory and Polynomial Modeling to Understand Trust in Technology
Authors: Lankton, Nancy K.; McKnight, D. Harrison; Wright, Ryan T.; Thatcher, Jason Bennett
Journal: Information Systems Research (2016)
<jats:p>Trust in technology is an emerging research domain that examines trust in the technology artifact instead of trust in people. Although previous research finds that trust in technology can predict important outcomes, little research has examined the effect of unmet trust in technology expectations on trusting intentions. Furthermore, both trust and expectation disconfirmation theories suggest that trust disconfirmation effects may be more complex than the linear expectation disconfirmation model depicts. However, this complexity may only exist under certain contextual conditions. The current study contributes to this literature by introducing a nonlinear expectation disconfirmation theory model that extends understanding of trust-in-technology expectations and disconfirmation. Not only does the model include both technology trust expectations and technology trusting intention, it also introduces the concept of expectation maturity as a contextual factor. We collected data from three technology usage contexts that differ in expectation maturity, which we operationalize as length of the introductory period. We find that the situation, in terms of expectation maturity, consist…