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.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
Customer satisfaction influences the factors that signify customer loyalty or the long-term orientation of a relationship.
“Over the years, several researchers such as Ganesan (1994), Mittal, Ross, and Baldasare (1998), Mittal and Kamakura (2001) and others have exhibited customer satisfaction to be influenc -ing the factors that signify customer loyalty or in other words, the long-term orientation of a relationship.”
From The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context (2013) · cites this paper as Mittal, Ross, and Baldasare (1998)
Cited by
Sorted by citations
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 · see citing works
Measuring the impact of positive and negative word of mouth on brand purchase probability
East, R., Hammond, K., & Lomax, W. (2008) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2008.04.001 · Cited by 629 · see citing works
The Positive and Negative Effects of Switching Costs on Relational Outcomes
Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007) · Journal of Service Research · doi:10.1177/1094670507299382 · Cited by 446 · see citing works
Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships
Bodet, G. (2008) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2007.11.004 · Cited by 299 · see citing works
An investigation into the switching process in retail banking services
Colgate, M., & Hedge, R. (2001) · International Journal of Bank Marketing · doi:10.1108/02652320110400888 · Cited by 273 · see citing works
The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context
Banaras Hindu University, F. O. M. S., Alok, K. R., & Srivastava, M. (2013) · Journal of Competitiveness · doi:10.7441/joc.2013.02.10 · Cited by 141 · see citing works
Lee, Y.-C., Wang, Y.-C., Lu, S.-C., Hsieh, Y.-F., Chien, C.-H., Tsai, S.-B., & Dong, W. (2016) · SpringerPlus · doi:10.1186/s40064-016-3208-z · Cited by 105 · see citing works
- Authors
- Mittal, V., Ross, W. T., & Baldasare, P. M.
- Affiliations
- Northwestern University (US)
- Temple University (US)
- Response Center, a division of TeleSpectrum Worldwide, Inc.
- ORCID
- Ross, William T.
- 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
- 1,216
- References
- 0
- Citations by year
- 2026: 26 · 2025: 19 · 2024: 27 · 2023: 38 · 2022: 48 · 2021: 64 · 2020: 34 · 2019: 46 · 2018: 53 · 2017: 52 · 2016: 48 · 2015: 57 · 2014: 67 · 2013: 65 · 2012: 67
- FWCI
- 36.45
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Market Behavior and Pricing
- Keywords
- overall satisfaction, repurchase intention, asymmetric effects, nonlinear effects, diminishing sensitivity, health services
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
