{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,5]],"date-time":"2026-03-05T15:36:30Z","timestamp":1772724990453,"version":"3.50.1"},"reference-count":83,"publisher":"Emerald","issue":"8","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2025,12,15]]},"abstract":"<jats:sec>\n                    <jats:title>Purpose<\/jats:title>\n                    <jats:p>The use of perceptual and objective measures in information systems is an ongoing discussion in IS research, primarily due to different conceptions about objective measures. This research, therefore, empirically tests truly objective measures along with perceptual measures to gain a more comprehensive understanding of the role of perceptual and objective independent variables as predictors of user satisfaction and continuance intention.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Design\/methodology\/approach<\/jats:title>\n                    <jats:p>This paper developed an integrated research model that examines perceptual and objective measures as predictors of satisfaction and continuance intention. The approach was then empirically tested with survey-based perceptual variables and corresponding objective variables in the context of a mobile network operator (n\u00a0=\u00a0998). Specifically, we used serial mediation analysis with PROCESS to test our hypotheses.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Findings<\/jats:title>\n                    <jats:p>The results showed that the different objective variables show insignificance as predictors of satisfaction and continuance intention, contrasting with previous research calling for objective measures.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Originality\/value<\/jats:title>\n                    <jats:p>Our results contribute to IS literature by indicating that perceptual measures are superior to objective measures in predictive relevance. Hence the \u201csilent acceptance\u201d of potential conceptual weaknesses is indeed justified by the results of this research.<\/jats:p>\n                  <\/jats:sec>","DOI":"10.1108\/itp-09-2021-0727","type":"journal-article","created":{"date-parts":[[2025,2,20]],"date-time":"2025-02-20T00:20:43Z","timestamp":1740010843000},"page":"19-41","source":"Crossref","is-referenced-by-count":3,"title":["Perceived objectivity? Findings on the use of perceptual and objective measures in IS research"],"prefix":"10.1108","volume":"38","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-7521-7886","authenticated-orcid":true,"given":"Ina","family":"Kayser","sequence":"first","affiliation":[{"name":"IST-Hochschule f\u00fcr Management , ,","place":["D\u00fcsseldorf, Germany"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Andrew","family":"Hardin","sequence":"additional","affiliation":[{"name":"University of Nevada Las Vegas , , ,","place":["Las Vegas, Nevada, USA"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-7243-3521","authenticated-orcid":true,"given":"Robert M.","family":"Davison","sequence":"additional","affiliation":[{"name":"City University of Hong Kong Department of Information Systems, , ,","place":["Kowloon, Hong Kong"]}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","published-online":{"date-parts":[[2025,2,20]]},"reference":[{"issue":"1","key":"2025120903201549900_ref001","doi-asserted-by":"publisher","first-page":"74","DOI":"10.1016\/j.intmar.2012.09.003","article-title":"A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries","volume":"27","author":"Aksoy","year":"2013","journal-title":"Journal of Interactive Marketing"},{"issue":"4","key":"2025120903201549900_ref002","doi-asserted-by":"publisher","first-page":"485","DOI":"10.1177\/105960118200700410","article-title":"Performance rating validity: the relationship of objective and subjective measures of performance","volume":"7","author":"Alexander","year":"1982","journal-title":"Group and Organization Studies"},{"issue":"1","key":"2025120903201549900_ref003","doi-asserted-by":"publisher","first-page":"719","DOI":"10.1016\/j.dss.2012.08.016","article-title":"Help that is not recognized: harmful neglect of decision support systems","volume":"54","author":"Althuizen","year":"2012","journal-title":"Decision Support Systems"},{"issue":"1","key":"2025120903201549900_ref004","doi-asserted-by":"publisher","first-page":"74","DOI":"10.1177\/009207038801600107","article-title":"On the evaluation of structural equation models","volume":"16","author":"Bagozzi","year":"1988","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"3","key":"2025120903201549900_ref005","doi-asserted-by":"publisher","first-page":"421","DOI":"10.2307\/2393203","article-title":"Assessing construct validity in organizational research","volume":"36","author":"Bagozzi","year":"1991","journal-title":"Administrative Science Quarterly"},{"issue":"4","key":"2025120903201549900_ref006","doi-asserted-by":"publisher","first-page":"367","DOI":"10.1016\/j.ijinfomgt.2005.04.008","article-title":"Service quality from the other side: information systems management at Duquesne Light","volume":"25","author":"Bharati","year":"2005","journal-title":"International Journal of Information Management"},{"issue":"2","key":"2025120903201549900_ref007","doi-asserted-by":"publisher","first-page":"201","DOI":"10.1016\/s0167-9236(01)00111-7","article-title":"An empirical analysis of the antecedents of electronic commerce service continuance","volume":"32","author":"Bhattacherjee","year":"2001","journal-title":"Decision Support Systems"},{"issue":"3","key":"2025120903201549900_ref008","doi-asserted-by":"publisher","first-page":"351","DOI":"10.2307\/3250921","article-title":"Understanding information systems continuance: an expectation-confirmation model","volume":"25","author":"Bhattacherjee","year":"2001","journal-title":"MIS Quarterly"},{"issue":"7-8","key":"2025120903201549900_ref009","doi-asserted-by":"publisher","first-page":"327","DOI":"10.1016\/j.im.2012.06.002","article-title":"User switching of information technology: a theoretical synthesis and empirical test","volume":"49","author":"Bhattacherjee","year":"2012","journal-title":"Information and Management"},{"issue":"3","key":"2025120903201549900_ref010","doi-asserted-by":"publisher","first-page":"587","DOI":"10.1111\/j.1744-6570.1995.tb01772.x","article-title":"On the interchangeability of objective and subjective measures of employee performance: a meta-analysis","volume":"48","author":"Bommer","year":"1995","journal-title":"Personnel Psychology"},{"key":"2025120903201549900_ref011","doi-asserted-by":"publisher","first-page":"1813","DOI":"10.3389\/fpsyg.2015.01813","article-title":"The standardization of linear and nonlinear effects in direct and indirect applications of structural equation mixture models for normal and nonnormal data","volume":"6","author":"Brandt","year":"2015","journal-title":"Frontiers in Psychology"},{"issue":"1","key":"2025120903201549900_ref012","doi-asserted-by":"publisher","first-page":"52","DOI":"10.1016\/j.obhdp.2006.09.008","article-title":"Expectation confirmation: an examination of three competing models","volume":"105","author":"Brown","year":"2008","journal-title":"Organizational Behavior and Human Decision Processes"},{"key":"2025120903201549900_ref013","article-title":"Insights into personal ICT use: understanding continuance and discontinuance of wearable self-tracking devices","author":"Buchwald","year":"2018"},{"issue":"5","key":"2025120903201549900_ref014","doi-asserted-by":"publisher","first-page":"717","DOI":"10.1016\/j.tele.2016.08.022","article-title":"Satisfaction and switching intention in mobile services: comparing lock-in and free contracts in the Spanish market","volume":"34","author":"Calvo-Porral","year":"2017","journal-title":"Telematics and Informatics"},{"issue":"4","key":"2025120903201549900_ref015","doi-asserted-by":"publisher","first-page":"808","DOI":"10.1287\/isre.1100.0295","article-title":"Identifying and testing the inhibitors of technology usage intentions","volume":"22","author":"Cenfetelli","year":"2011","journal-title":"Information Systems Research"},{"issue":"3","key":"2025120903201549900_ref016","doi-asserted-by":"publisher","first-page":"600","DOI":"10.1108\/jeim-06-2019-0148","article-title":"What drives organizations to switch to cloud ERP systems? The impacts of enablers and inhibitors","volume":"33","author":"Chang","year":"2020","journal-title":"Journal of Enterprise Information Management"},{"key":"2025120903201549900_ref017","doi-asserted-by":"crossref","DOI":"10.1109\/HICSS.2005.585","article-title":"The asymmetric effect of website attribute performance on satisfaction: an empirical study","author":"Cheung","year":"2005"},{"issue":"3","key":"2025120903201549900_ref018","doi-asserted-by":"publisher","first-page":"616","DOI":"10.1108\/jstp-05-2016-0107","article-title":"Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty","volume":"27","author":"Chuah","year":"2017","journal-title":"Journal of Service Theory and Practice"},{"issue":"5","key":"2025120903201549900_ref019","doi-asserted-by":"publisher","DOI":"10.1016\/j.infsof.2023.107253","article-title":"The yea-paradox: cognitive bias in technology acceptance surveys","volume":"161","author":"Ciriello","year":"2023","journal-title":"Information and Software Technology"},{"key":"2025120903201549900_ref020","volume-title":"Survey Questions: Handcrafting the Standardized Questionnaire: Survey Questions: Handcrafting the Standardized Questionnaire, Quantitative Applications in the Social Sciences, No. 07-001","author":"Converse","year":"1986"},{"issue":"3","key":"2025120903201549900_ref021","doi-asserted-by":"publisher","first-page":"319","DOI":"10.2307\/249008","article-title":"Perceived usefulness, perceived ease of use, and user acceptance of information technology","volume":"13","author":"Davis","year":"1989","journal-title":"MIS Quarterly"},{"issue":"1","key":"2025120903201549900_ref022","doi-asserted-by":"publisher","first-page":"60","DOI":"10.1287\/isre.3.1.60","article-title":"Information systems success: the quest for the dependent\u00a0variable","volume":"3","author":"Delone","year":"1992","journal-title":"Information Systems Research"},{"issue":"4","key":"2025120903201549900_ref023","doi-asserted-by":"publisher","first-page":"289","DOI":"10.1016\/j.ijinfomgt.2009.10.001","article-title":"Understanding customer satisfaction and loyalty: an empirical study of mobile instant messages in China","volume":"30","author":"Deng","year":"2010","journal-title":"International Journal of Information Management"},{"issue":"2\/3","key":"2025120903201549900_ref024","doi-asserted-by":"publisher","first-page":"107","DOI":"10.1108\/08858620210419754","article-title":"Customer perceived value: a substitute for satisfaction in business markets?","volume":"17","author":"Eggert","year":"2002","journal-title":"Journal of Business and Industrial Marketing"},{"issue":"1","key":"2025120903201549900_ref025","doi-asserted-by":"publisher","first-page":"39","DOI":"10.1177\/002224378101800104","article-title":"Evaluating structural equation models with unobservable variables and measurement error","volume":"18","author":"Fornell","year":"1981","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"2025120903201549900_ref026","doi-asserted-by":"publisher","first-page":"5","DOI":"10.1177\/002224299906300403","article-title":"Rediscovering satisfaction","volume":"63","author":"Fournier","year":"1999","journal-title":"Journal of Marketing"},{"key":"2025120903201549900_ref027","doi-asserted-by":"publisher","first-page":"227","DOI":"10.1002\/9781444316568.wiem02066","volume-title":"Wiley International Encyclopedia of Marketing","author":"Franke","year":"2010"},{"issue":"2","key":"2025120903201549900_ref028","doi-asserted-by":"publisher","first-page":"iii","DOI":"10.2307\/23044042","article-title":"Editor\u2019s comments: an update and extension to SEM guidelines for administrative and social science research","volume":"35","author":"Gefen","year":"2011","journal-title":"MIS Quarterly"},{"issue":"21","key":"2025120903201549900_ref029","doi-asserted-by":"publisher","first-page":"7917","DOI":"10.1016\/j.eswa.2015.05.011","article-title":"Regaining drifting mobile communication customers: predicting the odds of success of winback efforts with competing risks regression","volume":"42","author":"Gerpott","year":"2015","journal-title":"Expert Systems with Applications"},{"issue":"3","key":"2025120903201549900_ref030","doi-asserted-by":"publisher","first-page":"212","DOI":"10.1016\/j.telpol.2017.11.008","article-title":"Termination notice of mobile network operator customers after a tariff switch: an empirical study of postpaid subscribers in Germany","volume":"42","author":"Gerpott","year":"2018","journal-title":"Telecommunications Policy"},{"issue":"3","key":"2025120903201549900_ref031","doi-asserted-by":"publisher","first-page":"291","DOI":"10.1016\/j.telpol.2013.10.003","article-title":"Empirical research on mobile Internet usage: a meta-analysis of the literature","volume":"38","author":"Gerpott","year":"2014","journal-title":"Telecommunications Policy"},{"issue":"4","key":"2025120903201549900_ref032","doi-asserted-by":"publisher","first-page":"249","DOI":"10.1016\/s0308-5961(00)00097-5","article-title":"Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market","volume":"25","author":"Gerpott","year":"2001","journal-title":"Telecommunications Policy"},{"issue":"2","key":"2025120903201549900_ref033","doi-asserted-by":"publisher","first-page":"87","DOI":"10.1016\/s0378-7206(00)00057-4","article-title":"User evaluations of IS as surrogates for objective performance","volume":"38","author":"Goodhue","year":"2000","journal-title":"Information and Management"},{"issue":"12","key":"2025120903201549900_ref034","doi-asserted-by":"publisher","first-page":"1417","DOI":"10.1016\/0895-4356(93)90142-n","article-title":"Cross-cultural adaptation of health-related\u00a0quality of life measures: literature review and proposed guidelines","volume":"46","author":"Guillemin","year":"1993","journal-title":"Journal\u00a0of\u00a0Clinical\u00a0Epidemiology"},{"key":"2025120903201549900_ref035","volume-title":"Multivariate Data Analysis","author":"Hair","year":"2010","edition":"7th ed."},{"issue":"4","key":"2025120903201549900_ref036","doi-asserted-by":"publisher","first-page":"359","DOI":"10.1080\/0144929x.2011.554575","article-title":"Antecedents of information systems user behaviour \u2013 extended expectation-confirmation model","volume":"32","author":"Halilovic","year":"2013","journal-title":"Behaviour and Information Technology"},{"issue":"4","key":"2025120903201549900_ref037","doi-asserted-by":"publisher","first-page":"1143","DOI":"10.1080\/07421222.2017.1394073","article-title":"Assessing the credibility of decisional guidance delivered by information systems","volume":"34","author":"Hardin","year":"2017","journal-title":"Journal of Management Information Systems"},{"key":"2025120903201549900_ref038","volume-title":"Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach, Methodology in the Social Sciences","author":"Hayes","year":"2013"},{"key":"2025120903201549900_ref039","doi-asserted-by":"publisher","first-page":"277","DOI":"10.1108\/s1474-7979(2009)0000020014","volume-title":"New Challenges to International Marketing, Advances in International Marketing","author":"Henseler","year":"2009"},{"key":"2025120903201549900_ref040","volume-title":"Work and the Nature of Man","author":"Herzberg","year":"1966"},{"issue":"2","key":"2025120903201549900_ref041","doi-asserted-by":"crossref","first-page":"73","DOI":"10.3844\/jssp.2013.73.80","article-title":"Influence of customer satisfaction on loyalty: a study on mobile communication industry","volume":"9","author":"Hossain","year":"2013","journal-title":"Journal of Social Sciences"},{"issue":"2","key":"2025120903201549900_ref042","doi-asserted-by":"publisher","first-page":"171","DOI":"10.1002\/smj.4250060206","article-title":"Retrospective reports of strategic-level managers: guidelines for increasing their accuracy","volume":"6","author":"Huber","year":"1985","journal-title":"Strategic Management Journal"},{"issue":"2","key":"2025120903201549900_ref043","doi-asserted-by":"publisher","first-page":"267","DOI":"10.1016\/0167-4870(91)90016-m","article-title":"A framework for comparing customer satisfaction across individuals and product categories","volume":"12","author":"Johnson","year":"1991","journal-title":"Journal of Economic Psychology"},{"issue":"2","key":"2025120903201549900_ref044","doi-asserted-by":"publisher","first-page":"263","DOI":"10.2307\/1914185","article-title":"Prospect theory: an analysis of decision under risk","volume":"47","author":"Kahneman","year":"1979","journal-title":"Econometrica"},{"issue":"3","key":"2025120903201549900_ref045","doi-asserted-by":"publisher","first-page":"275","DOI":"10.1080\/10196780802265843","article-title":"Customer loyalty in e-commerce settings: an empirical study","volume":"18","author":"Kassim","year":"2008","journal-title":"Electronic Markets"},{"issue":"4","key":"2025120903201549900_ref046","doi-asserted-by":"publisher","first-page":"631","DOI":"10.2307\/3250950","article-title":"Why software projects escalate: an empirical analysis and test of four theoretical models","volume":"24","author":"Keil","year":"2000","journal-title":"MIS Quarterly"},{"issue":"2","key":"2025120903201549900_ref047","doi-asserted-by":"publisher","first-page":"107","DOI":"10.1016\/j.ijinfomgt.2004.10.011","article-title":"Getting what you paid for: quality of service and wireless connection to the internet","volume":"25","author":"Kemp","year":"2005","journal-title":"International Journal of Information Management"},{"issue":"3","key":"2025120903201549900_ref048","doi-asserted-by":"publisher","first-page":"247","DOI":"10.1016\/s0272-6963(04)00007-5","article-title":"Perceptual measures of performance: fact or fiction?","volume":"22","author":"Ketokivi","year":"2004","journal-title":"Journal of Operations Management"},{"issue":"10","key":"2025120903201549900_ref049","doi-asserted-by":"publisher","first-page":"7033","DOI":"10.1016\/j.eswa.2010.03.015","article-title":"An empirical investigation of mobile data service continuance: incorporating the theory of planned behavior into the expectation\u2013confirmation model","volume":"37","author":"Kim","year":"2010","journal-title":"Expert Systems with Applications"},{"issue":"2","key":"2025120903201549900_ref050","doi-asserted-by":"publisher","first-page":"553","DOI":"10.17705\/1jais.00733","article-title":"How to achieve goals in digital games: an empirical test of a goal-oriented model in Pok\u00e9mon GO","volume":"22","author":"Kwak","year":"2022","journal-title":"Journal of the Association for Information Systems"},{"issue":"4","key":"2025120903201549900_ref051","doi-asserted-by":"publisher","first-page":"309","DOI":"10.1016\/j.ijinfomgt.2009.03.004","article-title":"Information technology adoption behavior life cycle: toward a Technology Continuance Theory (TCT)","volume":"29","author":"Liao","year":"2009","journal-title":"International Journal of Information Management"},{"issue":"2","key":"2025120903201549900_ref052","doi-asserted-by":"publisher","first-page":"163","DOI":"10.1037\/dec0000120","article-title":"Beyond myopia: wealth accumulation mechanisms and evolving risk behaviors","volume":"7","author":"Looney","year":"2020","journal-title":"Decision"},{"issue":"1","key":"2025120903201549900_ref053","doi-asserted-by":"publisher","first-page":"76","DOI":"10.1287\/mnsc.36.1.76","article-title":"A theoretical assessment of the user-satisfaction construct in information systems research","volume":"36","author":"Melone","year":"1990","journal-title":"Management Science"},{"issue":"4","key":"2025120903201549900_ref054","doi-asserted-by":"publisher","first-page":"441","DOI":"10.1177\/001872089203400406","article-title":"Selecting performance measures: \u2018objective\u2019 versus \u2018subjective\u2019 measurement","volume":"34","author":"Muckler","year":"1992","journal-title":"Human Factors: The Journal of the Human Factors and Ergonomics Society"},{"issue":"1","key":"2025120903201549900_ref055","doi-asserted-by":"publisher","first-page":"34","DOI":"10.1016\/j.tele.2015.05.006","article-title":"An expectation-confirmation model of continuance intention to use mobile instant messaging","volume":"33","author":"Oghuma","year":"2016","journal-title":"Telematics and Informatics"},{"issue":"4","key":"2025120903201549900_ref056","doi-asserted-by":"publisher","first-page":"460","DOI":"10.1177\/002224378001700405","article-title":"A cognitive model of the antecedents and consequences of satisfaction decisions","volume":"17","author":"Oliver","year":"1980","journal-title":"Journal of Marketing Research"},{"issue":"3","key":"2025120903201549900_ref057","first-page":"25","article-title":"Measurement and evaluation of satisfaction processes in retail settings","volume":"57","author":"Oliver","year":"1981","journal-title":"Journal of Retailing"},{"key":"2025120903201549900_ref058","first-page":"85","article-title":"Applying PBL and SRL to enhance learning strategies and collaboration in a blended learning environment","author":"Paraskeva","year":"2017"},{"issue":"1","key":"2025120903201549900_ref059","first-page":"12","article-title":"Servqual: a multiple-item scale for measuring consumer perc","volume":"64","author":"Parasuraman","year":"1988","journal-title":"Journal of Retailing"},{"issue":"3","key":"2025120903201549900_ref060","doi-asserted-by":"publisher","first-page":"236","DOI":"10.1057\/ejis.2008.15","article-title":"Measuring information systems success: models, dimensions, measures, and interrelationships","volume":"17","author":"Petter","year":"2008","journal-title":"European Journal of Information Systems"},{"issue":"5","key":"2025120903201549900_ref061","doi-asserted-by":"publisher","first-page":"879","DOI":"10.1037\/0021-9010.88.5.879","article-title":"Common method biases in behavioral research: a critical review of the literature and recommended remedies","volume":"88","author":"Podsakoff","year":"2003","journal-title":"Journal of Applied Psychology"},{"issue":"1","key":"2025120903201549900_ref062","doi-asserted-by":"publisher","first-page":"69","DOI":"10.1108\/itp-06-2014-0123","article-title":"Towards a better understanding of system analysts\u2019 tacit knowledge","volume":"29","author":"Prasarnphanich","year":"2016","journal-title":"Information Technology and People"},{"issue":"1","key":"2025120903201549900_ref063","doi-asserted-by":"publisher","first-page":"130","DOI":"10.1207\/s15328007sem1301_7","article-title":"On multilevel model reliability estimation from the perspective of structural equation modeling","volume":"13","author":"Raykov","year":"2006","journal-title":"Structural Equation\u00a0Modeling: A Multidisciplinary Journal"},{"issue":"1","key":"2025120903201549900_ref064","doi-asserted-by":"publisher","first-page":"13","DOI":"10.1080\/19312458.2015.1118446","article-title":"The accuracy of self-reported internet use\u2014a validation study using client log data","volume":"10","author":"Scharkow","year":"2016","journal-title":"Communication Methods and Measures"},{"issue":"1","key":"2025120903201549900_ref065","doi-asserted-by":"publisher","first-page":"43","DOI":"10.1145\/206476.206484","article-title":"The measurement of information systems effectiveness: evaluating a measuring instrument","volume":"26","author":"Scott","year":"1995","journal-title":"ACM SIGMIS \u2013 Data Base: The DATABASE for Advances in Information Systems"},{"issue":"1","key":"2025120903201549900_ref066","doi-asserted-by":"publisher","DOI":"10.3127\/ajis.v4i1.379","article-title":"A partial test and development of Delone and Mclean\u2019s model of IS success","volume":"4","author":"Seddon","year":"1996","journal-title":"Australasian Journal of Information Systems"},{"key":"2025120903201549900_ref067","doi-asserted-by":"publisher","first-page":"541","DOI":"10.1016\/j.chb.2015.03.059","article-title":"Making the most of information technology and systems usage: a literature review, framework and future research agenda","volume":"49","author":"Shaikh","year":"2015","journal-title":"Computers in Human Behavior"},{"issue":"7","key":"2025120903201549900_ref068","doi-asserted-by":"publisher","first-page":"646","DOI":"10.1080\/10447318.2021.1960092","article-title":"An evaluation framework for user experience using eye tracking, mouse tracking, keyboard input, and artificial intelligence: a case study","volume":"38","author":"Souza","year":"2022","journal-title":"International Journal of Human\u2013Computer Interaction"},{"issue":"8","key":"2025120903201549900_ref069","doi-asserted-by":"publisher","first-page":"1328","DOI":"10.1287\/mnsc.41.8.1328","article-title":"Measuring system usage: implications for IS theory testing","volume":"41","author":"Straub","year":"1995","journal-title":"Management Science"},{"issue":"1","key":"2025120903201549900_ref070","doi-asserted-by":"publisher","first-page":"13","DOI":"10.2753\/mis0742-1222240101","article-title":"Fact or fiction? A sensemaking perspective on the reality behind executives\u2019 perceptions of IT business value","volume":"24","author":"Tallon","year":"2007","journal-title":"Journal of Management Information Systems"},{"key":"2025120903201549900_ref071","volume-title":"The Psychology of Survey Response","author":"Tourangeau","year":"2012"},{"issue":"4","key":"2025120903201549900_ref072","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1145\/2724710","article-title":"Does Herzberg\u2019s notion of hygienes and motivators apply to user experience?","volume":"22","author":"Tuch","year":"2015","journal-title":"ACM Transactions on Computer-Human Interaction"},{"issue":"1","key":"2025120903201549900_ref073","doi-asserted-by":"publisher","first-page":"29","DOI":"10.1027\/1015-5759.13.1.29","article-title":"Towards an integrated analysis of bias in cross-cultural assessment","volume":"13","author":"van de Vijver","year":"1997","journal-title":"European Journal of Psychological Assessment"},{"issue":"6","key":"2025120903201549900_ref074","doi-asserted-by":"publisher","first-page":"541","DOI":"10.1016\/s0378-7206(02)00079-4","article-title":"Factors influencing the usage of websites: the case of a generic portal in The Netherlands","volume":"40","author":"van der Heijden","year":"2003","journal-title":"Information and Management"},{"issue":"6","key":"2025120903201549900_ref075","doi-asserted-by":"publisher","first-page":"1486","DOI":"10.1177\/0149206310368998","article-title":"The role of job demands and emotional exhaustion in the relationship between customer and employee incivility","volume":"36","author":"van Jaarsveld","year":"2010","journal-title":"Journal of Management"},{"key":"2025120903201549900_ref076","unstructured":"VATM\n           (2019), \u201c21. TK-marktanalyse Deutschland 2019\u201d, available at:\u00a0https:\/\/www.vatm.de\/wp-content\/uploads\/2019\/10\/VATM_TK-Marktstudie_2019_091019.pdf (accessed\u00a028 November 2019)."},{"issue":"2","key":"2025120903201549900_ref077","doi-asserted-by":"publisher","first-page":"186","DOI":"10.1287\/mnsc.46.2.186.11926","article-title":"A theoretical extension of the technology acceptance model: four longitudinal field studies","volume":"46","author":"Venkatesh","year":"2000","journal-title":"Management Science"},{"issue":"2","key":"2025120903201549900_ref078","doi-asserted-by":"publisher","first-page":"281","DOI":"10.2307\/20721428","article-title":"Expectation disconfirmation and technology adoption: polynomial modeling and response surface analysis","volume":"34","author":"Venkatesh","year":"2010","journal-title":"MIS Quarterly"},{"issue":"6","key":"2025120903201549900_ref079","doi-asserted-by":"publisher","first-page":"527","DOI":"10.1111\/j.1365-2575.2011.00373.x","article-title":"Extending the two-stage information systems continuance model: incorporating UTAUT predictors and the role of context","volume":"21","author":"Venkatesh","year":"2011","journal-title":"Information Systems Journal"},{"issue":"4","key":"2025120903201549900_ref080","doi-asserted-by":"publisher","first-page":"501","DOI":"10.1177\/002224377801500401","article-title":"Relationship between salesperson performance and understanding of customer decision making","volume":"15","author":"Weitz","year":"1978","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"2025120903201549900_ref081","first-page":"68","article-title":"A critical review of consumer satisfaction","volume":"4","author":"Yi","year":"1990","journal-title":"Review of Marketing"},{"issue":"9","key":"2025120903201549900_ref082","doi-asserted-by":"publisher","first-page":"908","DOI":"10.1108\/02656710710826180","article-title":"Perceived service quality","volume":"24","author":"Yoo","year":"2007","journal-title":"International Journal of Quality and Reliability Management"},{"issue":"2","key":"2025120903201549900_ref083","doi-asserted-by":"publisher","first-page":"31","DOI":"10.2307\/1251929","article-title":"The behavioral consequences of service quality","volume":"60","author":"Zeithaml","year":"1996","journal-title":"Journal of Marketing"}],"container-title":["Information Technology &amp; People"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/ITP-09-2021-0727\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/itp\/article-pdf\/38\/8\/19\/10071138\/itp-09-2021-0727en.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"syndication"},{"URL":"https:\/\/www.emerald.com\/itp\/article-pdf\/38\/8\/19\/10071138\/itp-09-2021-0727en.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,12,9]],"date-time":"2025-12-09T08:20:43Z","timestamp":1765268443000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.emerald.com\/itp\/article\/38\/8\/19\/1267308\/Perceived-objectivity-Findings-on-the-use-of"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,2,20]]},"references-count":83,"journal-issue":{"issue":"8","published-print":{"date-parts":[[2025,12,15]]}},"URL":"https:\/\/doi.org\/10.1108\/itp-09-2021-0727","relation":{},"ISSN":["0959-3845","1758-5813"],"issn-type":[{"value":"0959-3845","type":"print"},{"value":"1758-5813","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,2,20]]}}}