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Causas y consecuencias de la insatisfacción en consumidores con atribuciones externas


  • Moliner Velázquez, Beatriz
  • Fuentes Blasco, María


[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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    insatisfacción; desconfirmación; afectos y comportamiento de queja; dissatisfaction; disconfirmation; affects and complaining behaviour;

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising


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