The role of attributions in customer satisfaction

A reexamination

Michael Tsiros, Vikas Mittal, William T. Ross

Research output: Contribution to journalArticle

120 Citations (Scopus)

Abstract

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.

Original languageEnglish (US)
Pages (from-to)476-483
Number of pages8
JournalJournal of Consumer Research
Volume31
Issue number2
DOIs
StatePublished - Sep 2004

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attribution
customer
responsibility
interaction
Customer satisfaction
Disconfirmation
Attribution
Customer Satisfaction
Responsibility
evaluation
Interaction
Expectancy
Valence

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing

Cite this

The role of attributions in customer satisfaction : A reexamination. / Tsiros, Michael; Mittal, Vikas; Ross, William T.

In: Journal of Consumer Research, Vol. 31, No. 2, 09.2004, p. 476-483.

Research output: Contribution to journalArticle

Tsiros, Michael ; Mittal, Vikas ; Ross, William T. / The role of attributions in customer satisfaction : A reexamination. In: Journal of Consumer Research. 2004 ; Vol. 31, No. 2. pp. 476-483.
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