This paper investigates the link between expectations and the success or failure of an organizational information system (OIS). Expectations affect satisfaction (and dissatisfaction), which in turn affects the adoption, implementation, and use of the system. The paper follows expectation confirmation theory (ECT) to explore the link between expectations, satisfaction, and OIS success/failure. Drawing on focus group data, we propose important extensions to ECT to account for the complex nature of OISs. These extensions advance a novel approach to understanding why good technologies can be perceived as unsuccessful, even when they function as designed.
Nevo, Dorit and Wade, Michael, "Why Good Technologies Disappoint" (2005). DIGIT 2005 Proceedings. 1.