The relation between user satisfaction, usage of information systems and performance
Information and Management
International Journal of Human-Computer Studies
ICIS '00 Proceedings of the twenty first international conference on Information systems
Organizational knowledge resources
Decision Support Systems - Knowledge management support of decision making
Consumer Satisfaction for Internet Service Providers: An Analysis of Underlying Processes
Information Technology and Management
Information and Management
The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
Information Systems Research
A Theoretical Integration of User Satisfaction and Technology Acceptance
Information Systems Research
Integrating perceived playfulness into expectation-confirmation model for web portal context
Information and Management
Measuring KMS success: a respecification of the DeLone and McLean's model
Information and Management
Journal of Management Information Systems
Knowledge Management Strategies: Toward a Taxonomy
Journal of Management Information Systems
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
End-User's Disconfirmed Expectations and the Success of Information Systems
Information Resources Management Journal
Formal conceptualisation as a basis for a more procedural knowledge management
Decision Support Systems
Assessing blog-user satisfaction using the expectation and disconfirmation approach
Computers in Human Behavior
Constructing a decision support system for management of employee turnover risk
Information Technology and Management
The effect of pre- and post-service performance on consumer evaluation of online retailers
Decision Support Systems
Development of temporal confirmation model for knowledge management solution implementation
International Journal of Business Information Systems
Factors influencing decision support system acceptance
Decision Support Systems
Taking Charities Seriously: A Call for Focused Knowledge Management Research
International Journal of Knowledge Management
Development of a Composite Knowledge Manipulation Tool: K-Expert
Expert Systems with Applications: An International Journal
Hi-index | 0.00 |
This paper studies the formation of users' expectations and desires from knowledge management systems, and their impacts on satisfaction with these systems. Building on a foundation of expectations confirmation theory and interviews with top managers, three important insights are obtained: (1) expectations and desires differ in their formation and content; (2) the conversion of abstract level desires into concrete product attributes is challenging to top managers; and (3) expectations and desires lie along a time continuum, with expectations playing an important role in shaping perceptions of the knowledge management systems in the short run, and desires being more oriented towards determining satisfaction in the long run. Furthermore, the existence of desires can mitigate the impact of expectations on satisfaction as users look forward to the positive benefits of their desires' future realization.