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The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions

The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall... 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Marketing SAGE

The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions

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References (47)

Publisher
SAGE
Copyright
© 1998 American Marketing Association
ISSN
0022-2429
eISSN
1547-7185
DOI
10.1177/002224299806200104
Publisher site
See Article on Publisher Site

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.

Journal

Journal of MarketingSAGE

Published: Jan 1, 1998

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