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The Role of Attributions in Customer Satisfaction: A Reexamination
Open accessAbstract
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.
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An attributional theory of achievement motivation and emotion
Weiner, B. (1985) · Psychological Review · doi:10.1037/0033-295x.92.4.548 · Cited by 7,846
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
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Cited by
The effect of social media communication on consumer perceptions of brands
Schivinski, B., & Dabrowski, D. (2016) · Journal of Marketing Communications · doi:10.1080/13527266.2013.871323 · Cited by 940
N. Bolton, R., Gustafsson, A., McColl-Kennedy, J., J. Sirianni, N., & K. Tse, D. (2014) · Journal of Service Management · doi:10.1108/josm-01-2014-0034 · Cited by 312
Pizzi, G., Scarpi, D., & Pantano, E. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2020.11.006 · Cited by 265
Price Fairness of Airline Ancillary Fees: An Attributional Approach
Chung, J. Y., & Petrick, J. F. (2013) · Journal of Travel Research · doi:10.1177/0047287512457261 · Cited by 88
Original or counterfeit luxury fashion brands? The effect of social media on purchase intention
Morra, M. C., Gelosa, V., Ceruti, F., & Mazzucchelli, A. (2018) · Journal of Global Fashion Marketing · doi:10.1080/20932685.2017.1399079 · Cited by 57
Metadata
- Authors
- Tsiros, M., Mittal, V., & Ross, W. T.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 2004-09
- Volume
- 31
- Issue
- 2
- Pages
- 476-483
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W2179339586
- Cited by
- 280
- References
- 4
- FWCI
- 12.91
- Type
- journal article
- Language
- en
- Open access
- green
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- Tsiros, M., Mittal, V., & Ross, W. T. (2004). The Role of Attributions in Customer Satisfaction: A Reexamination. Journal of Consumer Research. https://doi.org/10.1086/422124
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