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
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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Cites
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Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
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The antecedents and consequences of customer satisfaction for firms
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Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
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A Catastrophe Model for Developing Service Satisfaction Strategies
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Comparing Consumers’ Recall of Prepurchase and Postpurchase Product Evaluation Experiences
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Cited by
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899
Consumer trust, value, and loyalty in relational exchanges
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.1.15.18449 · Cited by 4,196
eTailQ: dimensionalizing, measuring and predicting etail quality
Wolfinbarger, M., & Gilly, M. C. (2003) · Journal of Retailing · doi:10.1016/s0022-4359(03)00034-4 · Cited by 2,340
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
Self-citationCustomer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
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
- OpenAlex
- W3122585423
- Cited by
- 1,214
- References
- 8
- FWCI
- 37.15
- Type
- journal article
- Language
- en
- Open access
- closed
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