Effect Mechanisms of Perceptual Congruence Between Information Systems Professionals and Users on Satisfaction with Service

References

• Allport, F. H. Theories of Perception and the Concept of Structure. New York: Wiley, 1955.
   Google Scholar
• Armstrong, J. S., and Overton, T. S. Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14, 3 (1977), 396-402.
   Google Scholar
• Atwater, L. E.; Ostroff, C.; Yammarino, F. J.; and Fleenor, J. W. Self-other agreement: Does it really matter? Personnel Psychology, 51, 3 (1998), 577-598.
   Google Scholar
• Bardhan, I. R.; Demirkan, H.; Kannan, P. K.; Kauffman, R. J.; and Sougstad, R. An interdisciplinary perspective on IT services management and service science. Journal of Management Information Systems, 26, 4 (Spring 2010), 13-64.
   Google Scholar
• Baumeister, R. F.; Bratslavsky, E.; Finkenauer, C.; and Vohs, K. D. Bad is stronger than good. Review of General Psychology, 5, 4 (2001), 323-370.
   Google Scholar
• Benlian, A.; Koufaris, M.; and Hess, T. Service quality in software-as-a-service: Developing the SaaS-Qual measure and examining its role in usage continuance. Journal of Management Information Systems, 28, 3 (Winter 2011-12), 85-126.
   Google Scholar
• Bhattacherjee, A. Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25, 3 (2001), 351-370.
   Google Scholar
• Boyd, M.; Huang, S.-M.; Jiang, J. J.; and Klein, G. Discrepancies between desired and perceived measures of performance of IS professionals: Views of the IS professionals themselves and the users. Information & Management, 44, 2 (2007), 188-195.
   Google Scholar
• Brown, S.; Venkatesh, V.; and Goyal, S. Expectation confirmation in technology use. Information Systems Research, 23, 2 (2012), 474-487.
   Google Scholar
• Chan, Y. E., and Reich, B. H. IT alignment: what have we learned? Journal of Information Technology, 22, 4 (2007), 297-315.
   Google Scholar
• Chen, H. H. G.; Miller, R.; Jiang, J. J.; and Klein, G. Communication skills importance and proficiency: Perception differences between IS staff and IS users. International Journal of Information Management, 25, 3 (2005), 215-227.
   Google Scholar
• Cheung, C. M. K., and Lee, M. K. O. The asymmetric effect of Web site attribute performance on Web satisfaction: An empirical study. e-Service Journal, 3, 3 (2005), 65-86.
   Google Scholar
• Cronin, J. J., Jr., and Taylor, S. A. Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 3 (1992), 55-68.
   Google Scholar
• DeLone, W. H., and McLean, E. R. The DeLoan and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19, 4 (Spring 2003), 9-30.
   Google Scholar
• Edwards, J. R. Regression analysis as an alternative to difference scores. Journal of Management, 20, 3 (1994), 683-689.
   Google Scholar
• Edwards, J. R. The study of congruence in organizational behavior research: Critique and a proposed alternative. Organizational Behavior and Human Decision Processes, 58, 1 (1994), 51-100.
   Google Scholar
• Edwards, J. R. Multidimensional constructs in organizational behavior research: An integrative analytical framework. Organizational Research Methods, 4, 2 (2001), 144-192.
   Google Scholar
• Edwards, J. R. Alternatives to difference scores: Polynomial regression analysis and response surface methodology. In F. Drasgow and N. W. Schmitt (eds.), Advances in Measurement and Data Analysis. San Francisco: Jossey-Bass, 2002, pp. 350-400.
   Google Scholar
• Edwards, J. R., and Parry, M. E. On the use of polynomial regression equations as an alternative to difference scores in organizational research. Academy of Management Journal, 36, 6 (1993), 1577-1613.
   Google Scholar
• Efron, B., and Tibshirani, R. J. An Introduction to the Bootstrap. New York: Chapman & Hall, 1993.
   Google Scholar
• Einhorn, H. J., and Hogarth, R. M. Behavioral decision theory: Processes of judgment and choice. Annual Review of Psychology, 32 (1981), 53-88.
   Google Scholar
• Falk, T.; Hammerschmidt, M.; and Schepers, J. The service quality-satisfaction link revisited: Exploring asymmetries and dynamics. Journal of the Academy of Marketing Science, 38, 3 (2010), 288-302.
   Google Scholar
• Festinger, L. A. A Theory of Cognitive Dissonance. Stanford: Stanford University Press, 1957.
   Google Scholar
• Fornell, C., and Larcker, D. F. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 1 (1981), 39-50.
   Google Scholar
• Fox, J. Applied Regression Analysis and Generalized Linear Models. Los Angeles: Sage, 2008.
   Google Scholar
• Galletta, D. F., and Lederer, A. L. Some cautions on the measurement of user information satisfaction. Decision Sciences, 20, 3 (1989), 419-434.
   Google Scholar
• Gefen, D., and Pavlou, P. A. The boundaries of trust and risk: The quadratic moderating role of institutional structures. Information Systems Research, 23, 3 (2012), 940-959.
   Google Scholar
• Ginzberg, M. J. Early diagnosis of MIS implementation failure: Promising results and unanswered questions. Management Science, 27, 4 (1981), 459-478.
   Google Scholar
• Gulas, C. S., and McKeage, K. Extending social comparison: An examination of the unintended consequences of idealized advertising imagery. Journal of Advertising, 29, 2 (2000), 17-28.
   Google Scholar
• Hill, W. J., and Hunter, W. G. A review of response surface methodology: A literature survey. Technometrics, 8, 4 (1966), 571-590.
   Google Scholar
• Hirschman, E. C., and Thompson, C. J. Why media matter: Toward a richer understanding of consumers' relationships with advertising and mass media. Journal of Advertising, 26, 1 (1997), 43-60.
   Google Scholar
• Homburg, C.; Koschate, N.; and Hoyer, W. D. The role of cognition and affect in the formation of customer satisfaction: A dynamic perspective. Journal of Marketing, 70, 3 (2006), 21-31.
   Google Scholar
• Huisman, M., and Iivari, J. Deployment of systems development methodologies: Perceptual congruence between IS managers and systems developers. Information & Management, 43, 1 (2006), 29-49.
   Google Scholar
• Huston, T. L.; Houts, R. M.; Caughlin, J. P.; Smith, S. E.; and George, L. J. The connubial crucible: Newlywed years as predictors of marital delight, distress, and divorce. Journal of Personality & Social Psychology, 80, 2 (2001), 237-252.
   Google Scholar
• Ikegami, T. Positive-negative asymmetry of priming effects on impression formation. European Journal of Social Psychology, 23, 1 (1993), 1-16.
   Google Scholar
• Jiang, J. J., and Klein, G. A discrepancy model of information system personnel turnover. Journal of Management Information Systems, 19, 2 (Summer 2002), 249-272.
   Google Scholar
• Jiang, J. J.; Klein, G.; and Discenza, R. Perception differences of software success: Provider and user views of system metrics. Journal of Systems and Software, 63, 1 (2002), 17-27.
   Google Scholar
• Jiang, J. J.; Klein, G.; Roan, J.; and Lin, J. T. M. IS service performance: Self-perceptions and user perceptions. Information & Management, 38, 8 (2001), 499-506.
   Google Scholar
• Jiang, J. J.; Klein, G.; Tesch, D.; and Chen, H.-G. Closing the user and provider service quality gap. Communications of the ACM, 46, 2 (2003), 72-76.
   Google Scholar
• Kahneman, D., and Tversky, A. Prospect theory: An analysis of decision under risk. Econometrica, 47, 2 (1979), 263-291.
   Google Scholar
• Kahneman, D., and Tversky, A. Choices, values, and frames. American Psychologist, 39, 4 (1984), 341-350.
   Google Scholar
• Kettinger, W. J., and Choong, C. L. Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25, 5-6 (1994), 737-766.
   Google Scholar
• Kettinger, W. J., and Lee, C. C. Zones of tolerance: Alternative scales for measuring information systems service quality. MIS Quarterly, 29, 4 (2005), 607-623.
   Google Scholar
• Klein, G., and Jiang, J. J. Seeking consonance in information systems. Journal of Systems and Software, 56, 2 (2001), 195-202.
   Google Scholar
• Klein, G.; Jiang, J. J.; and Cheney, P. H. Resolving difference score issues in information systems research. MIS Quarterly, 33, 4 (2009), 811-826.
   Google Scholar
• Luftman, J., and Kempaiah, R. An update on business-IT alignment: "A line" has been drawn. MIS Quarterly Executive, 6, 3 (2007), 165-177.
   Google Scholar
• Mittal, V.; Ross, W. T.; and Baldasare, P. M. The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. Journal of Marketing, 62, 1 (1998), 33-47.
   Google Scholar
• Moschis, G. P. Social comparison and informal group influence. Journal of Marketing Research, 13, 3 (1976), 237-244.
   Google Scholar
• Pitt, L.; Berthon, P.; and Lane, N. Gaps within the IS department: Barriers to service quality. Journal of Information Technology, 13, 3 (1998), 191-200.
   Google Scholar
• Podsakoff, P. M., and Organ, D. W. Self-reports in organizational research: Problems and prospects. Journal of Management, 12, 4 (1986), 531-544.
   Google Scholar
• Pratto, F., and John, O. P. Automatic vigilance: The attention-grabbing power of negative social information. Journal of Personality & Social Psychology, 61, 3 (1991), 380-391.
   Google Scholar
• Reich, B. H., and Benbasat, I. Factors that influence the social dimension of alignment between business and information technology objectives. MIS Quarterly, 24, 1 (2000), 81-113.
   Google Scholar
• Sethi, V., and King, R. C. Nonlinear and noncompensatory models in user information satisfaction measurement. Information Systems Research, 10, 1 (1999), 87-96.
   Google Scholar
• Shanock, L.; Baran, B.; Gentry, W.; Pattison, S.; and Heggestad, E. Polynomial regression with response surface analysis: A powerful approach for examining moderation and overcoming limitations of difference scores. Journal of Business and Psychology, 25, 4 (2010), 543-554.
   Google Scholar
• Sheetz, S. D.; Henderson, D.; and Wallace, L. Understanding developer and manager perceptions of function points and source lines of code. Journal of Systems and Software, 82, (2009), 1540-1549.
   Google Scholar
• Sivo, S. A.; Saunders, C.; Chang, Q.; and Jiang, J. J. How low should you go? Low response rates and the validity of inference in IS questionnaire research. Journal of the Association for Information Systems, 7, 6 (2006), 351-414.
   Google Scholar
• Srull, T. K., and Wyer, R. S. Advances in Social Cognition. Hillsdale, NJ: Lawrence Erlbaum, 1988.
   Google Scholar
• Szajna, B., and Scamell, R. W. The effects of information system user expectations on their performance and perceptions. MIS Quarterly, 17, 4 (1993), 493-516.
   Google Scholar
• Tan, F. B., and Gallupe, R. B. Aligning business and information systems thinking: A cognitive approach. IEEE Transactions on Engineering Management, 53, 2 (2006), 223-237.
   Google Scholar
• Teas, R. K. Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58, 1 (1994), 132-139.
   Google Scholar
• Teo, T. S. H., and King, W. R. An assessment of perceptual differences between informants in information systems research. Omega, 25, 5 (1997), 557-566.
   Google Scholar
• Tesch, D.; Miller, R.; Jiang, J. J.; and Klein, G. Perception and expectation gaps of information systems provider skills: The impact on user satisfaction. Information Systems Journal, 15, 4 (2005), 343-355.
   Google Scholar
• Venkatesh, V., and Goyal, S. Expectation disconfirmation and technology adoption: Polynomial modeling and response surface analysis. MIS Quarterly, 34, 2 (2010), 281-303.
   Google Scholar
• Ward, J., and Peppard, J. Reconciling the IT/business relationship: A troubled marriage in need of guidance. Journal of Strategic Information Systems, 5, 1 (1996), 37-65.
   Google Scholar
• Watson, R. T.; Pitt, L. F.; and Kavan, C. B. Measuring information systems service quality: Lessons from two longitudinal case studies. MIS Quarterly, 22, 1 (1998), 61-79.
   Google Scholar
• Wickland, R., and Brehm, J. Perspectives on Cognitive Dissonance. New York: Halsted Press, 1976.
   Google Scholar
• Zwass, V. Co-creation: Toward a taxonomy and an integrated research perspective. International Journal of Electronic Commerce, 15, 1 (2010), 11-48.
   Google Scholar