The Role of Attributions in Customer Satisfaction
A Reexamination
Datos Bibliográficos
| ID | 2215748 |
|---|---|
| Autores | Michael Tsiros (0000-0003-1511-5989, University of Miami), Vikas Mittal (0000-0003-3808-5057, Rice University), William T Ro (0000-0002-3357-3767, Pennsylvania State University), William T Ross |
| Año | 2004 |
| Volumen | 31 |
| Número | 2 |
| Páginas | 476-483 |
| Fecha de publicación | 2004-09-01 |
| Peer Reviewed | Sí |
| Open Access | No |
| Tipo | ARTICLE |
| Revista | Journal of Consumer Research (JOURNAL) |
| Identificadores de la revista | ISSN: 0093-5301 • E-ISSN: 1537-5277 |
| Editorial | Oxford University Press (OUP) (PUBLISHER) |
| DOI | 10.1086/422124 |
| OpenAlex | W2179339586 |
| Idioma | EN |
| Citas recibidas | 13 |
| Referencias citadas | 19 |
We investigate the role of disconfirmation, responsibility, and stability attributions in the formation of satisfaction judgments. Building on the valence-expectancy framework, we find that disconfirmation and attributions impact satisfaction in a complex manner. Besides its main effect, responsibility moderates disconfirmation's effect on satisfaction, manifested as a two-way interaction between the two. Disconfirmation and responsibility jointly determine the valence component, and stability determines the expectancy component of the satisfaction evaluation. This is consistent with the three-way interaction among stability, responsibility, and disconfirmation that we also find. These results clarify past studies and provide new insights about the relationship among the constructs
Attribution · Expectancy theory · Valence (chemistry) · Chemistry · Consumer Behavior in Brand Consumption and Identification · Cultural Differences and Values · Customer Service Quality and Loyalty · Psychology · Social Psychology
Attribution Theory
Customer Satisfaction
Is traditional media communication less effective than social media and personal selling for brand building? Empirical evidence from a cosmetics brand in Indonesia
Social class differences in attribution of stability and purchase intention following a product-harm crisis / Diferencias entre clases sociales en la atribución de estabilidad y la intención de compra tras una crisis de reputación de un producto
Customer behavior in the presence of algorithmic marketing agents
Relationship Level and Customer Response to Service Recovery
The Determinants of Customers' Behavioral Intentions after Service Failure
Airline Travelers' Causal Attribution of Service Failure and Its Impact on Trust and Loyalty Formation
Consumer behaviour in tourism
Making sense of tourist shopping research
Moral thin-slicing
Retail Karma
Syntax and the Illusion of Fit
Models of Consumer Satisfaction Formation
The Antecedents and Consequences of Customer Satisfaction for Firms
An Investigation into the Determinants of Customer Satisfaction
An attributional theory of achievement motivation and emotion.
Analysis of attribution data
Response Determinants in Satisfaction Judgments
Stability of causal attributions as a mediator in changing expectations for success
Context effects in judgments of causation
A Field Study of Causal Inferences and Consumer Reaction
Consumer Reactions to Product Failure
Attributional Thoughts about Consumer Behavior
Regret
| Obras citantes distintas | 13 |
|---|---|
| Citas por año | 1 |
| Intervalo de citas | 2013 - 2025 (13) |
| Velocidad de citación | recent |
| Altamente citado | No |
| Tipos de cita | Neutras: 13 |