This paper briefly reviews some of the literature on service quality and in particular the zone of tolerance, the zone of acceptable or expected outcomes in a service experience. The paper uses the zone of tolerance to explore the relationships between customers’ satisfaction with individual transactions, or service encounters, and their satisfaction with the overall service. Nine propositions ...

The success of small, medium, and micro enterprises (SMMEs) is especially important for increasing employment economic growth that sustainable in developing nations. SMMEs are reported to be more successful if they use particular business management strategies compared with those do not implement such strategies. Service-learning projects (S-LPs), the form student-led advertising agencies (SLAA...

The study investigates customer disconfirmation on product wastage in the line of tomato value chain. management harvested produce which is vital to growth a sustainable chain Nigeria. Value Chain tool that drives industrial development and enhances national food security. It focal point this work assess effective waste This research designed investigate whether provision efficient transportati...

In this paper we elaborate on two specific processes that relate personal values to satisfaction with (financial) services. These processes are reflected in the value percept model and value disconfirmation model. We generalize both models into a new value disparity-disconfirmation model. This model provides testable conditions to evaluate and compare the validity of the value percept disparity...

Research Article Nancy K. Lankton Marshall University [email protected] Harrison D. McKnight Michigan State University [email protected] Expectation disconfirmation theory (EDT) posits that expectations, disconfirmation, and performance influence customer satisfaction. While information systems researchers have adopted EDT to explain user information technology (IT) satisfaction, they oft...

Continued use of strategic information systems is not always a given. This study proposes that users’ trust in the system may influence their satisfaction and continuance intention. While trust has been found to have strategic implications for understanding consumers’ technology usage, relatively little research has examined how trust’s influence operates over time. To gain insight into trust’s...

This study presents and tests a research model of the outcomes of information literacy instruction (ILI) given to undergraduate business students. This model is based on expectation disconfirmation theory and insights garnered from a recent qualitative investigation of student learning outcomes from ILI given at three business schools. The model was tested through a web survey administered to 3...