Skip to main content

Measuring success of electronic trading in the insurance industry: operationalising the disconfirmation of expectations paradigm

Buy Article:

$55.00 plus tax (Refund Policy)

The paper focuses on the need to develop a measure of information system performance that is usable in a case study setting. A measurement technique is presented based upon interpreting self-assessed rating data in conjunction with interviews from informants within the insurance industry. The operationalisation of the technique builds upon developing work from previous studies and applying the disconfirmations of expectations paradigm in a qualitative setting. A number of conceptual issues are raised relating to the nature of expectations and problems associated with measuring expectation gaps are also discussed. Findings from a self-assessed rating instrument are presented and the measurement technique discussed. Benefit success outcomes are interpreted as measures of realised performance against original expectations. Three benefit success outcomes are defined as: deficiency, where performance falls below expectation; neutrality, where performance meets expectations; and efficiency, where performance exceeds expectations. This surrogate measure of benefit success allows managers the ability to reflect upon overall performance to date. The paper also identifies a number of key lessons for managers in developing successful electronic trading.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Data/Media
No Metrics

Keywords: benefit success; disconfirmation of expectations; electronic trading

Document Type: Research Article

Affiliations: School of Management and Economics, Queen's University, Belfast, UK

Publication date: 2008-11-01

More about this publication?
  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more