Product Attributes, Evaluability, and Consumer Satisfaction

We studied the determinants of consumer satisfaction with mobile phones on the basis of their perceived product attribute performance, and the disconfirmation of product attribute expectations. Disconfirmation refers to the discrepancy between the prior expectation about the performance of a product...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	Gerrit Antonides, Lies Hovestadt
Formato:	article
Lenguaje:	EN
Publicado:	MDPI AG 2021
Materias:	consumer satisfaction evaluability expectation disconfirmation loss aversion mobile phones Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350
Acceso en línea:	https://doaj.org/article/2bcbe9247305436193d3cea3dadcc0e6
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:2bcbe9247305436193d3cea3dadcc0e6
record_format	dspace
spelling	oai:doaj.org-article:2bcbe9247305436193d3cea3dadcc0e62021-11-25T19:00:41ZProduct Attributes, Evaluability, and Consumer Satisfaction10.3390/su1322123932071-1050https://doaj.org/article/2bcbe9247305436193d3cea3dadcc0e62021-11-01T00:00:00Zhttps://www.mdpi.com/2071-1050/13/22/12393https://doaj.org/toc/2071-1050We studied the determinants of consumer satisfaction with mobile phones on the basis of their perceived product attribute performance, and the disconfirmation of product attribute expectations. Disconfirmation refers to the discrepancy between the prior expectation about the performance of a product’s attributes, and its perceives realizations after purchase. Evaluability theory assumes that the perceived attribute performance has a larger effect on consumer satisfaction for easy-to-evaluate than for difficult-to-evaluate attributes, after product acquisition. Furthermore, we used predictions of the asymmetric evaluations of gains (product performs better than expected) and losses (product performs worse than expected) from prospect theory, in combination with evaluability theory. We studied how evaluability influences the effects of the asymmetric evaluations of both positive and negative disconfirmation of product attribute expectations on consumer satisfaction. Our empirical study included 3099 participants of Amazon Mechanical Turk. We found that negative attribute disconfirmation had a larger effect on satisfaction than positive attribute disconfirmation, which is in line with loss aversion theory. Although the perceived product attribute performance positively influenced satisfaction, we found little support for the effects of perceived attribute performance being influenced by attribute evaluability. However, our findings indicated that negative attribute disconfirmation influenced satisfaction to a greater extent for relatively difficult-to-evaluate attributes than for relatively easy-to-evaluate attributes. We discuss both theoretical and managerial implications of our findings.Gerrit AntonidesLies HovestadtMDPI AGarticleconsumer satisfactionevaluabilityexpectation disconfirmationloss aversionmobile phonesEnvironmental effects of industries and plantsTD194-195Renewable energy sourcesTJ807-830Environmental sciencesGE1-350ENSustainability, Vol 13, Iss 12393, p 12393 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	consumer satisfaction evaluability expectation disconfirmation loss aversion mobile phones Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350
spellingShingle	consumer satisfaction evaluability expectation disconfirmation loss aversion mobile phones Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350 Gerrit Antonides Lies Hovestadt Product Attributes, Evaluability, and Consumer Satisfaction
description	We studied the determinants of consumer satisfaction with mobile phones on the basis of their perceived product attribute performance, and the disconfirmation of product attribute expectations. Disconfirmation refers to the discrepancy between the prior expectation about the performance of a product’s attributes, and its perceives realizations after purchase. Evaluability theory assumes that the perceived attribute performance has a larger effect on consumer satisfaction for easy-to-evaluate than for difficult-to-evaluate attributes, after product acquisition. Furthermore, we used predictions of the asymmetric evaluations of gains (product performs better than expected) and losses (product performs worse than expected) from prospect theory, in combination with evaluability theory. We studied how evaluability influences the effects of the asymmetric evaluations of both positive and negative disconfirmation of product attribute expectations on consumer satisfaction. Our empirical study included 3099 participants of Amazon Mechanical Turk. We found that negative attribute disconfirmation had a larger effect on satisfaction than positive attribute disconfirmation, which is in line with loss aversion theory. Although the perceived product attribute performance positively influenced satisfaction, we found little support for the effects of perceived attribute performance being influenced by attribute evaluability. However, our findings indicated that negative attribute disconfirmation influenced satisfaction to a greater extent for relatively difficult-to-evaluate attributes than for relatively easy-to-evaluate attributes. We discuss both theoretical and managerial implications of our findings.
format	article
author	Gerrit Antonides Lies Hovestadt
author_facet	Gerrit Antonides Lies Hovestadt
author_sort	Gerrit Antonides
title	Product Attributes, Evaluability, and Consumer Satisfaction
title_short	Product Attributes, Evaluability, and Consumer Satisfaction
title_full	Product Attributes, Evaluability, and Consumer Satisfaction
title_fullStr	Product Attributes, Evaluability, and Consumer Satisfaction
title_full_unstemmed	Product Attributes, Evaluability, and Consumer Satisfaction
title_sort	product attributes, evaluability, and consumer satisfaction
publisher	MDPI AG
publishDate	2021
url	https://doaj.org/article/2bcbe9247305436193d3cea3dadcc0e6
work_keys_str_mv	AT gerritantonides productattributesevaluabilityandconsumersatisfaction AT lieshovestadt productattributesevaluabilityandconsumersatisfaction
_version_	1718410392779096064

Product Attributes, Evaluability, and Consumer Satisfaction

Ejemplares similares