6533b824fe1ef96bd127fe2f
RESEARCH PRODUCT
Cognitive and Affective Causes of Consumer Dissatisfaction With the Hospitality Encounter
Irene Gil SauraBeatriz Moliner VelázquezGloria Berenguer ContríMaría Fuentes Blascosubject
MarketingEquity (economics)business.industrymedia_common.quotation_subjectCognitionHospitality industryManagement Information SystemsHospitalityTourism Leisure and Hospitality ManagementAffectionbusinessAttributionPsychologySocial psychologyCausal modelmedia_commondescription
Causality attributions, equity, and affection used to explain satisfaction have received special attention in the literature on dissatisfaction and complaining behavior. In this study we examine the contribution these three antecedents make to consumer dissatisfaction. A causal model has been constructed to examine the effect of these variables on dissatisfaction in a sample of 345 individuals who have had an unsatisfactory experience in a restaurant. The results show that attributions, inequity, and negative affections have a significant, direct and positive influence on the level of dissatisfaction, with attribution as the most influential explanatory variable.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2009-09-10 | Journal of Hospitality Marketing & Management |