Measuring and evaluating IS expectations and benefit success from B2B electronic trading: A new survey approach

Colm Fearon, Heather McLaughlin, Stephen Jackson

Research output: Contribution to journalArticlepeer-review

9 Citations (Scopus)


This article demonstrates a survey approach for measuring and evaluating IS benefit success from business-to-business (B2B) electronic trading. This article is of significance in demonstrating practical benefit success mechanisms for evaluating complex IS projects. A new survey approach is used to help evaluate the IS benefit success for each participating organisation. Disconfirmation theory and the expectations paradigm are used to justify the overall approach taken. A central tenet of the overall evaluation approach has been the need for a combined evaluation of benefit success based on interpreting or diagnosing two outcomes: (a) the realised benefit outcome (RBO), or the actual number of realised strategic and operational benefits a company has achieved, regardless of initial expectations, as well as (b) the benefit state outcome (BSO), or the extent of benefit planning gap (BPG) experienced within each company relative to their original expectations. This article demonstrates in detail how to measure benefit success from survey data using a perceptual self-assessed rating instrument. The approach will be useful for other academics and practitioners in the development of usable IS benefits evaluation mechanisms.

Original languageEnglish
Pages (from-to)308-317
Number of pages10
JournalBehaviour and Information Technology
Issue number4
Early online date27 Jun 2012
Publication statusPublished - 3 Apr 2014
Externally publishedYes


  • B2B electronic trading
  • disconfirmation theory
  • IS benefit success
  • IS benefits evaluation
  • measuring expectations

ASJC Scopus subject areas

  • Developmental and Educational Psychology
  • Arts and Humanities (miscellaneous)
  • Social Sciences(all)
  • Human-Computer Interaction


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