The effect of unexpected features on app users’ continuance intention
作者：
Highlights：
• For expectancy-based theories, we separate unexpectedness from confirmation.
• We incorporate unexpectedness, delight, and customer citizenship behaviors (CCB) into traditional expectancy theories.
• Satisfaction is more affected by confirmation and delight is more determined by unexpectedness.
• Delight is relatively important to CCB, satisfaction is associated more with continuance intention.
摘要
•For expectancy-based theories, we separate unexpectedness from confirmation.•We incorporate unexpectedness, delight, and customer citizenship behaviors (CCB) into traditional expectancy theories.•Satisfaction is more affected by confirmation and delight is more determined by unexpectedness.•Delight is relatively important to CCB, satisfaction is associated more with continuance intention.
论文关键词：Expectation confirmation theory (ECT),Unexpectedness,Delight,App
论文评审过程：Received 3 October 2014, Revised 22 March 2015, Accepted 20 June 2015, Available online 6 July 2015, Version of Record 7 December 2015.
论文官网地址：https://doi.org/10.1016/j.elerap.2015.06.003
