Reconsidering the expectancy disconfirmation model. Three experimental replications
通过三项实验复制研究，检验期望不一致模型（EDM）中期望与绩效对公民满意度的影响，发现前两项复制支持原结论，但第三项表明期望线索被回溯用于锚定绩效体验，挑战了EDM的理性假设。
The expectancy disconfirmation model (EDM) posits that disconfirmation (the difference between expectations and perceived performance) affects citizen satisfaction. Van Ryzin experimentally manipulated expectations and performance and found a direct effect of performance, but no disconfirmation. We performed: an exact replication; a conceptual replication with extreme manipulations; a conceptual replication that reversed the order of a performance and expectations manipulation. Study 1 and 2 reproduced original findings. In contrast, study 3 indicates that expectation cues are retrospectively used to anchor prior experiences of performance. As the rational assumptions underlying the EDM are increasingly challenged, we need a better understanding of how cognitive biases shape citizen satisfaction.