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

Journal of Marketing, 62, January, 33-47, 1998

16 Pages Posted: 27 Oct 2013

See all articles by Vikas Mittal

Vikas Mittal

Rice University

William T. Ross

Pennsylvania State University - Department of Marketing

Patrick Baldasare

Independent

Date Written: January 1, 1998

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.

Keywords: attribute-level performance, satisfaction, repurchase intentions

Suggested Citation

Mittal, Vikas and Ross, William T. and Baldasare, Patrick, The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions (January 1, 1998). Journal of Marketing, 62, January, 33-47, 1998, Available at SSRN: https://ssrn.com/abstract=2345370

Vikas Mittal (Contact Author)

Rice University ( email )

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

William T. Ross

Pennsylvania State University - Department of Marketing ( email )

University Park, PA 16802-3306
United States

Patrick Baldasare

Independent

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