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Cited by 1,214

The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.

The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions

Mittal, Vikas, Ross, William T., Baldasare, Patrick M.·1998·Journal of Marketing
DOI 10.1177/002224299806200104
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Abstract

The relationship between attribute-level performance, overall satisfaction, and repurchase intentions is of critical importance to managers and generally has been conceptualized as linear and symmetric. The authors investigate the asymmetric and nonlinear nature of the relationship among these constructs. Predictions are developed and tested empirically using survey data from two different contexts: a service (health care, n = 4517) and a product (automobile, n = 9359 and n = 13,759). Results show that (1) negative performance on an attribute has a greater impact on overall satisfaction and repurchase intentions than positive performance has on that same attribute, and (2) overall satisfaction displays diminishing sensitivity to attribute-level performance. Surprisingly, results show that attribute performance has a direct impact on repurchase intentions in addition to its effect through satisfaction.

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Metadata

Authors
Mittal, V., Ross, W. T., & Baldasare, P. M.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1998-01
Volume
62
Issue
1
Pages
33-47
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224299806200104
OpenAlex
W3122585423
Cited by
1,214
References
8
FWCI
37.15
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.