Workshop Series: James Jiang
In this chapter we present the versatility of discrepancy theory in the research of satisfaction in IS models and show how to avoid many of the analytical pitfalls. First, we describe the use of discrepancy theory in relevant reference disciplines for IS research. After that, we discuss satisfaction used in IS research starting with user satisfaction followed by employee job satisfaction. In each case, we provide a brief history and show the evolution toward discrepancy models. Next comes an introduction to several common comparative models encapsulated by discrepancy theory that have been deployed in IS research. The remainder of the material in the chapter considers methodological issues and a discussion of implications for future research.
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Dr James Jiang is the Distinguish Professor of IS in the Research School of Business and School of Accounting and Business Information Systems, the Australian National University (ANU), Australia. Currently, he is also an honorary Distinguished Chair Professor of Management, National Taiwan University, Taiwan. Prior to join the ANU, he was in the academic positions in the U.S. Professor Jiang's research interests are IS Project/Program Management and Service Quality. He has published over 150 academic journal articles on these areas. He has served as on the editorial boards of Information Resources Management Journal, International Journal of IT Project Management, Information & Management, and MIS Quarterly.