Citation

My Problem, Your Solution: A Study of Customer Causal Attributions in Product or Service Failure

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Abstract:

The present study investigates whether consumers react differently when a failure of service or problems related to product quality occur relative to the source of agent-failure (e.g., the company’s failure or the consumer’s own failure). Using an experiment to manipulate the attributional cause of failure, we measured five constructs (perception of justice, negative emotions, trust, switching intention, and post-purchase intention). We conducted a multigroup analysis to investigate whether the source of agent-failure changed the proposed modeling. The results showed that the impact of which party is at fault for the failure differs among constructs from the proposed model.
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Author's Keywords:

Attribution Theory, Causal Attribution, Service Failure
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Association:
Name: BALAS
URL:
http://http://www.balas.org/


Citation:
URL: http://citation.allacademic.com/meta/p1347477_index.html
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MLA Citation:

Isabella, Giuliana., Hernani-Merino, Martín., Chacón, Jorge. and Mazzon, José. "My Problem, Your Solution: A Study of Customer Causal Attributions in Product or Service Failure" Paper presented at the annual meeting of the BALAS, University of San Diego, San Diego, USA, Mar 21, 2018 <Not Available>. 2018-10-15 <http://citation.allacademic.com/meta/p1347477_index.html>

APA Citation:

Isabella, G. , Hernani-Merino, M. , Chacón, J. E. and Mazzon, J. A. , 2018-03-21 "My Problem, Your Solution: A Study of Customer Causal Attributions in Product or Service Failure" Paper presented at the annual meeting of the BALAS, University of San Diego, San Diego, USA Online <APPLICATION/PDF>. 2018-10-15 from http://citation.allacademic.com/meta/p1347477_index.html

Publication Type: Conference Paper/Unpublished Manuscript
Review Method: Peer Reviewed
Abstract: The present study investigates whether consumers react differently when a failure of service or problems related to product quality occur relative to the source of agent-failure (e.g., the company’s failure or the consumer’s own failure). Using an experiment to manipulate the attributional cause of failure, we measured five constructs (perception of justice, negative emotions, trust, switching intention, and post-purchase intention). We conducted a multigroup analysis to investigate whether the source of agent-failure changed the proposed modeling. The results showed that the impact of which party is at fault for the failure differs among constructs from the proposed model.


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The Structure of Political Cognition:An Experimental Study of a Chemistry Problem, Causal Attribution, Social Identity and Political Communication

Confronting the Attribution-of-Causality Problem in Three Mixed-Methods Studies of the Impact of Educational Reforms


 
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