Disconfirmationsteori
Disconfirmationsteori, or expectancy-disconfirmation theory, is a framework used in consumer behavior and decision sciences to explain how satisfaction and dissatisfaction arise from a comparison between expected performance and actual experience of a product, service, or outcome. It posits that how people feel after an encounter depends on how their perceptions of performance align with their prior expectations.
The central idea involves three elements: expectations (or standards) before use, perceived performance after use, and
Historically, the theory developed within marketing and consumer research in the 1960s–1980s and has become a
Criticisms focus on how difficult it is to measure true expectations, which can be influenced by prior
See also: Expectancy-disconfirmation theory; customer satisfaction; service quality; information systems outcomes.