Causas y consecuencias de la insatisfacción en consumidores con atribuciones externas

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Publicado 18-09-2018
Beatriz Moliner Velázquez María Fuentes Blasco

Resumen

Este trabajo aborda el estudio de la formación de la insatisfacción, desde la perspectiva cognitiva y afectiva, y de sus consecuencias en forma de intenciones de comportamientos de queja. El objetivo es investigar la influencia directa e indirecta, a través de los afectos negativos, que ejerce la desconfirmación de expectativas sobre la insatisfacción, y analizar la contribución de estos juicios sobre las intenciones de respuestas de queja, a terceras partes y privadas. A partir de una muestra de clientes insatisfechos con restaurantes que manifiestan distintos niveles de atribución externa, se ha construido un modelo causal para estudiar las relaciones. Los resultados confirman la existencia de un efecto directo de la desconfirmación sobre la insatisfacción y sobre los afectos, y un efecto directo de dicha insatisfacción sobre las intenciones posteriores, no existiendo diferencias significativas según el grado de atribución externa. Las conclusiones sugieren implicaciones para la gestión y futuras líneas de investigación.

Cómo citar

Moliner Velázquez, B., & Fuentes Blasco, M. (2018). Causas y consecuencias de la insatisfacción en consumidores con atribuciones externas. Cuadernos De Gestión, 11(1), 37–58. https://doi.org/10.5295/cdg.100165bm
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Keywords

Insatisfacción, desconfirmación, afectos y comportamiento de queja

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