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Based on the expectation\u2013confirmation theory, this paper aims to investigate the effect of different constructs associated with Gen-AI on engagement, satisfaction and word-of-mouth.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>We collected data from 508 students in the UK using Qualtrics, a prominent online data collection platform. The conceptual framework was analysed through structural equation modelling.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The findings show that Gen-AI expectation formation and Gen-AI quality help to boost Gen-AI engagement. Further, we found that active engagement positively affects Gen-AI satisfaction and positive word of mouth. The mediating role of Gen-AI expectation confirmation between engagement and the two outcomes, satisfaction and positive word of mouth, was also confirmed. The moderating role of cognitive processing in the relationship between Gen-AI quality and engagement was found.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This paper extends the Expectation-Confirmation Theory on how Gen-AI can enhance students\u2019 engagement and satisfaction. Suggestions for future research are derived to advance beyond the confines of the current study and to capture the development in the use of AI in education.<\/jats:p><\/jats:sec>","DOI":"10.1108\/jeim-08-2024-0452","type":"journal-article","created":{"date-parts":[[2025,3,4]],"date-time":"2025-03-04T22:45:46Z","timestamp":1741128346000},"page":"798-820","source":"Crossref","is-referenced-by-count":10,"title":["Nexus between generative AI engagement, quality and expectation formation: an application of expectation\u2013confirmation theory"],"prefix":"10.1108","volume":"38","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-4889-589X","authenticated-orcid":false,"given":"Mai","family":"Nguyen","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6761-2333","authenticated-orcid":false,"given":"Ankit","family":"Mehrotra","sequence":"additional","affiliation":[]},{"given":"Ashish","family":"Malik","sequence":"additional","affiliation":[]},{"given":"Rudresh","family":"Pandey","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2025,3,4]]},"reference":[{"issue":"6","key":"key2025040118572461300_ref001","doi-asserted-by":"publisher","first-page":"467","DOI":"10.1016\/s0378-7206(01)00113-6","article-title":"Developing and validating an instrument for measuring user-perceived web quality","volume":"39","year":"2002","journal-title":"Information and Management"},{"issue":"3","key":"key2025040118572461300_ref002","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijme.2022.100706","article-title":"Predicting students\u2019 intention to continue business courses on online platforms during the Covid-19: an extended expectation confirmation theory","volume":"20","year":"2022","journal-title":"International Journal of Management in Education"},{"issue":"1","key":"key2025040118572461300_ref003","doi-asserted-by":"publisher","first-page":"85","DOI":"10.1108\/17410391111097447","article-title":"Antecedents of continuance intentions towards e\u2010shopping: the case of Saudi Arabia","volume":"24","year":"2011","journal-title":"Journal of Enterprise Information Management"},{"issue":"2","key":"key2025040118572461300_ref004","doi-asserted-by":"publisher","first-page":"497","DOI":"10.1093\/sf\/sor005","article-title":"Adoption? 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