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 language | English (US) |
|---|---|
| Pages (from-to) | 476-483 |
| Number of pages | 8 |
| Journal | Journal of Consumer Research |
| Volume | 31 |
| Issue number | 2 |
| DOIs | |
| State | Published - Sep 2004 |
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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 journal › Article
}
TY - JOUR
T1 - The role of attributions in customer satisfaction
T2 - A reexamination
AU - Tsiros, Michael
AU - Mittal, Vikas
AU - Ross, William T.
PY - 2004/9
Y1 - 2004/9
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=8744223542&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=8744223542&partnerID=8YFLogxK
U2 - 10.1086/422124
DO - 10.1086/422124
M3 - Article
VL - 31
SP - 476
EP - 483
JO - Journal of Consumer Research
JF - Journal of Consumer Research
SN - 0093-5301
IS - 2
ER -