The Role of Attributions in Customer Satisfaction: A Re-Examination

By Michael Tsiros, Vikas Mittal, William T. Ross. 2004

296 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/889e2f0665dddfb661b977c1ec52e88af4d4122d

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Jeroen J. L. Schepers
2. Luis Vicente Casaló
3. Carlos Flavián
4. Daniel Belanche
5. Kelley Main
6. Laurence Ashworth
7. Robert W. Palmatier
8. N. Dawar

In Organizational Behavior and Human Resource Management

1. Luis Vicente Casaló
2. Jeroen J. L. Schepers
3. Daniel Belanche
4. Carlos Flavián
5. Kelley Main
6. N. Dawar
7. V. Iglesias
8. Peter R. Darke

In Social Psychology

1. Jodie Whelan
2. Kelley Main
3. N. Dawar
4. V. Iglesias
5. A. Monga
6. Peter R. Darke
7. Carey K. Morewedge
8. Robert Madrigal

Citations in the corpus

• Attributions of blame following a product-harm crisis depend on consumers’ attachment styles (2016, background): “, attributions of controllability) and assessing the likelihood that the outcome will reoccur (i.e., attributions of stability; Tsiros et al. 2004; Weiner 2000).”
• Moderating and Mediating Effects of Team Identification in Regard to Causal Attributions and Summary Judgments Following a Game Outcome (2008, background): “717 Journal of Sport Management, 2008, 22, 717-733 © 2008 Human Kinetics, Inc. Moderating and Mediating Effects of Team Identification in Regard to Causal Attributions and Summary Judgments Following a Game Outcome”
• Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, methodology): “Given the high correlation between locus of causality and controllability, more recent studies merge these two dimensions into a single one: responsibility (e.g., Tsiros et al., 2004).”
• The attribution of service failures: effects on consumer satisfaction (2009, background): “Folkes, 1984 ), some authors prefer to use a new dimension: responsibility, which is a combination of controllability and the locus of causality (Tsiros, Mittal, & Ross, 2004 ).”
• Evolution of Consumption: A Psychological Ownership Framework (2020, background): “Fourth, when dealing with consumers with high psychological ownership, firms will need to more carefully manage expectations and customer satisfaction (Tsiros, Mittal, and Ross 2004).”
• Great expectations and broken promises: misleading claims, product failure, expectancy disconfirmation and consumer distrust (2010, background): “For example, attributions that failure is controllable by the firm or stable over time can lead to anger and vengeance (Folkes 1984; Tsiros et al. 2004).”