The Role of Attributions in Customer Satisfaction: A Reexamination

Michael Tsiros · Vikas Mittal · William T. Ross

280 citations0/0 files storedJournal of Consumer Research

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Abstract

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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References

1964Work and motivation 1985An attributional theory of achievement motivation and emotion.1993The Antecedents and Consequences of Customer Satisfaction for Firms 1982An Investigation into the Determinants of Customer Satisfaction 1988Models of Consumer Satisfaction Formation: An Extension 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study 1988Response Determinants in Satisfaction Judgments

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