Attributional influences on consumers' desires to communicate about products

Mary T. Curren · Valerie S. Folkes

112 citations0/0 files storedPsychology and Marketing

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Customer Service Quality and Loyalty Digital Marketing and Social Media Consumer Behavior and Marketing Influence

Abstract

Abstract Three studies examined attributional antecedents of selected consumer communications about products. Study One used the critical incident technique to examine the types of attributions consumers make about product performance when they want to complain to or compliment a firm. Studies Two and Three systematically manipulated causal inferences to determine their effects on consumer desire to complain to a firm, compliment a firm, warn against, or recommend a product to other consumers. Results indicate that attributional locus (buyer‐related versus seller‐related), controllability (under volitional control versus uncontrolled), and stability (fluctuating versus stable) influence consumers' desires to communicate about products.

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References

1958The psychology of interpersonal relations.2025Advances in Consumer Research 1958The Psychology of Interpersonal Relations.1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study 1979Interpersonal attraction in exchange and communal relationships.1984Consumer Reactions to Product Failure: An Attributional Approach 1970An attributional analysis of achievement motivation.1969Word-of-Mouth Communication by the Innovator

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2014Word of mouth and interpersonal communication: A review and directions for future research 2007Why are you telling me this? An examination into negative consumer reviews on the Web 2004The Critical Incident Technique in Service Research 2006Measuring Service Quality in E-Retailing 1988Recent Attribution Research in Consumer Behavior: A Review and New Directions 1987A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport

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