This research develops and tests an extended Expectation-Confirmation Model (ECM) framework to investigate IT continuance behavior for the workplace and personal use. After collecting empirical data from emerging technology users, the authors created a new model that considers the oft-slighted bilateral nature of user satisfaction, which is divisible into cognitive and emotional satisfaction elements. The proposed model substitutes perceived benefit for perceived usefulness, which figures prominently in previous ECM models and yet fails to capture non-utilitarian advantages of IT. Also, the new model captures emotional aberrations and demonstrates repercussions in the continuance dependent variable.

Our findings indicate that perceived benefit exhibits a strong positive effect on both cognitive and emotional satisfaction, as well as on user continuance intention. Further, results suggest that cognitive and emotional satisfaction are vital drivers of continuance and are necessary for IT product success. Moreover, emotional satisfaction exerts a stronger influence on continuance than does cognitive satisfaction, which implies that managers should emphasize emotional advantages, together with work performance. The IT product team can derive practical information from measured emotional responses arising from either normal or non-normal user behaviors. Overall, this work fills a research void in the IS literature, contributes to understanding IT post-adoption behavior, and describes a new perspective in IT continuance research.

这项研究开发并测试了扩展的期望确认模型（ECM）框架，以研究针对工作场所和个人使用的IT持续行为。在从新兴技术用户那里收集经验数据之后，作者创建了一个新模型，该模型考虑了用户满意度的时常轻微的双边本质，该本质可分为认知和情感满意度元素。提议的模型用感知到的利益代替感知到的有用性，有用性在以前的ECM模型中占主导地位，但未能捕捉到IT的非功利性优势。此外，新模型捕获了情绪异常，并证明了连续因变量的影响。

我们的发现表明，感知到的利益对认知和情感满意度以及用户持续意愿都具有很强的积极作用。此外，结果表明，认知和情感满意度是持续性的重要驱动力，对于IT产品的成功至关重要。此外，情绪满意度对持续性的影响要大于认知满意度，这意味着管理者应强调情绪优势以及工作绩效。IT产品团队可以从因正常或非正常用户行为而产生的测得的情绪反应中获取实用信息。总体而言，这项工作填补了IS文献中的研究空白，有助于理解IT的采用后行为，并描述了IT持续性研究的新视角。