Attribute-Level Performance, Satisfaction, and Behavioral Intentions Over Time: A Consumption-System Approach

Journal of Marketing, 63, April 1999, 88-101

15 Pages Posted: 27 Oct 2013

See all articles by Vikas Mittal

Vikas Mittal

Rice University

Pankaj Kumar

CUNY Baruch College

Michael Tsiros

University of Miami - Department of Marketing

Date Written: April 1, 1999

Abstract

Instead of offering products or services alone, increasingly, firms and their partners are offering consumption systems. Consumption systems are offerings characterized by a significant product and service subsystem, as well as a pattern of consumption in which consumption occurs in multiple episodes over time. The authors develop a theoretical model for conceptualizing satisfaction with consumption systems and empirically test it using longitudinal data from 5206 automobile owners. Results show that an intertemporal examination of attribute-level performance, satisfaction, and behavioral intentions can improve an understanding of their relationships because these relationships change as the consumption of the product unfolds. For example, on the basis of their salience, attribute weights in determining satisfaction shift over time. Furthermore, the crossover effect of product and service satisfaction in determining intentions toward the manufacturer and the service provider is asymmetric, and this asymmetry reverses over time. Service satisfaction initially has a much larger impact in determining intentions toward the manufacturer, but later, product satisfaction is more influential in generating intentions toward the service provider and manufacturer. The results show that there is no direct link between satisfaction and behavioral intentions. Rather, satisfaction affects behavioral intentions in the future through a dual-mediation route.

Keywords: attribute-level performance, behavioral intentions, service satisfaction

Suggested Citation

Mittal, Vikas and Kumar, Pankaj and Tsiros, Michael, Attribute-Level Performance, Satisfaction, and Behavioral Intentions Over Time: A Consumption-System Approach (April 1, 1999). Journal of Marketing, 63, April 1999, 88-101. Available at SSRN: https://ssrn.com/abstract=2345366

Vikas Mittal (Contact Author)

Rice University ( email )

6100 South Main Street
250 McNair
Houston, TX 77005-1892
United States

Pankaj Kumar

CUNY Baruch College

17 Lexington Avenue
New York, NY 10021
United States

Michael Tsiros

University of Miami - Department of Marketing ( email )

United States

Here is the Coronavirus
related research on SSRN

Paper statistics

Downloads
167
Abstract Views
1,273
rank
185,433
PlumX Metrics