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Causas y consecuencias de la insatisfacción en consumidores con atribuciones externas

Author

Listed:
  • Moliner Velázquez, Beatriz
  • Fuentes Blasco, María

Abstract

[ES] 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.

Suggested Citation

  • Moliner Velázquez, Beatriz & Fuentes Blasco, María, 2011. "Causas y consecuencias de la insatisfacción en consumidores con atribuciones externas," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    • Handle: RePEc:ehu:cuader:7822
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    File URL: https://addi.ehu.es/handle/10810/7822
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