When brand attitudes affect the customer satisfaction-loyalty relation: The moderating role of product involvement

Journal of Consumer Psychology

Volumn 16, Issue 2, 2006, Pages 145-155

  Suh, Jung Chae ^a,b   Yi, Youjae ^a  

^a Seoul National University   (South Korea)

^b CPO 2214   (South Korea)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33646407833     PISSN: 10577408     EISSN: None     Source Type: Journal    
DOI: 10.1207/s15327663jcp1602_5     Document Type: Article

References (75)

1. Ahluwalia, R., & Gurhan-Canli, Z. (2000). The effect of extensions on the family brand name: An accessibility-diagnosticity perspective. Journal of Consumer Research, 27, 371-381.
2. Ajzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting social behavior. Englewood Cliffs, NJ: Prentice-Hall.
3. Alwin, D. F. (1988). Measurement and interpretation of effects in structural equation models. In S. Long (Ed.), Common problems/proper solutions: Avoiding error in quantitative research (pp. 15-45). Newbury Park, CA: Sage.
4. Anderson, N. (1981). Foundations of information integration theory. New York: Academic.
5. Bagozzi, R. P. (1981). Attitudes, intentions, and behavior: A test of some key hypotheses. Journal of Personality and Social Psychology, 41, 607-627.
6. Bagozzi, R. P., Baumgartner, H., & Yi, Y. (1992). State versus action orientation and the theory of reasoned action: An application to coupon usage. Journal Consumer Research, 18, 505-518.
7. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16, 74-97.
8. Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational research. Administrative Science Quarterly, 36, 421-458.
9. Barich, H., & Kotler, P. (1991). A framework of marketing image management. Sloan Management Review, 32, 94-104.
10. Baumgartner, H., & Homburg, C. (1996). Application of structural equation models in marketing and consumer research: A review. International Journal of Research in Marketing, 13, 139-161.
11. Berger, I. E., & Mitchell, A. (1989). The effect of advertising on attitude accessibility, attitude confidence, and the attitude-behavior relationship. Journal of Consumer Research, 16, 269-279.
12. Biehal, G. J., & Shenin, D. L. (1998). Managing the brand in a corporate advertising environment: A decision-making framework for brand managers. Journal of Advertising, 27, 99-110.
13. Bollen, K. A. (1989). Structural equations with latent variables. New York: Wiley.
14. Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessment of service quality and value. Journal of Consumer Research, 17, 375-384.
15. Boulding, W., Kalra, A., & Staelin, R. (1999). The quality double whammy. Marketing Science, 18, 463-484.
16. Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. (1993). A dynamic process of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30, 7-27.
17. Browne, M. W., & Cudeck, R. (1993). Alternative ways of assessing model fit. In A. Bollen & J. S. Long (Eds.), Testing structural equation models (pp. 136-162). Newbury Park, CA: Sage.
18. Byme, B. (1998). Structural equation modeling with LISREL, PRELIS, and SIMPLIS. Hillsdale, NJ: Lawrence Erlbaum Associates, Inc.
19. Celsi, R., & Olson, J. (1988). The role of involvement in attention and comprehension processes. Journal of Consumer Research, 15, 210-224.
20. Chaiken, S., Liberman, A., & Eagly, A. H. (1989). Heuristic and systematic information processing within and beyond the persuasion context. In J. S. Uleman & J. A. Bargh (Eds.), Unintended thought (pp. 212-252), New York: Guildford.
21. Chaudhuri, A., & Holbrook, M. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65, 1-93.
22. Childers, T. C., Carr, P., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of Retailing, 77(4), 511-535.
23. Coulter, R., Price, L. L. & Feick, L. (2003). Rethinking the origins of involvement and brand commitment: Insights from post-socialist central Europe. Journal of Consumer Research, 29, 151-169.
24. Davidson, R. A., Steven, Y., Norwood, M., & Montono, D. (1985). Amount of information about the attitude object and attitude-behavior consistency. Journal of Personality and Social Psychology, 49, 1184-1198.
25. Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22, 99-113.
26. Dowling, G. (1986). Managing your corporate images. Industrial Marketing Management, 15, 109-115.
27. Eagly, A. H., & Chaiken, S. (1993). The psychology of attitudes. Orlando, FL: Harcourt Brace.
28. Fazio, R. H., Powell, M. C., & Williams, C. J. (1989). The role of attitude accessibility in the attitude-to-behavior process. Journal of Consumer Research, 16, 280-288.
29. Fazio, R. H., & Zanna, M. P. (1978). Attitudinal qualities relating to the strength of the attitude-behavior relationship. Journal of Social Experimental Psychology, 14, 398-408.
30. Fazio, R. H., & Zanna, M. P. (1981). Direct experience and attitude-behavior consistency. In L. Berkowitz (Ed.), Advances in experimental social psychology (Vol. 14, pp. 161-202). New York: Academic.
31. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement errors. Journal of Marketing Research, 18, 39-50.
32. Fournier, S., & Yao, J. L. (1997). Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationships. International Journal of Research in Marketing, 14, 451-472.
33. Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25, 186-192.
34. Greenwald, A. A., & Leavitt, C. (1984). Audience involvement in advertising: Four levels. Journal of Consumer Research, 11, 581-592.
35. Griffin, A., & Hauser, J. R. (1993). The voice of the customer. Marketing Science, 12, 1-27.
36. Gurhan-Canli, Z., & Batra, B. (2004). When corporate image affects product evaluations: The moderating role of perceived risk. Journal of Marketing Research, 41, 197-205.
37. Haugvedt, C., Davis, P., Schumann, P., Schneier, W. L., & Warreb, W. L. (1994). Advertising repetition and variation strategies: Implications for understanding attitude strength. Journal of Consumer Research, 21, 176-189.
38. Higgins, E. T. (1996). The self digest: Self-knowledge serving self-regulatory fanctions. Journal of Personality and Social Psychology, 71, 1062-1083.
39. Hogarth, R., & Einhorn, H. (1992). Order effects in belief updating: The belief adjustment model. Cognitive Psychology, 24, 1-55.
40. Houston, D. A., & Fazio, R. H. (1989). Biased processing as a function of attitude accessibility: Making objective judgments subjectively. Social Cognition, 7, 51-66.
41. Hupfer, N., & Gardner, D. (1971). Differential involvement with products and issues: An exploratory study. In D. M. Gardner (Ed.), Proceedings, association for consumer research (pp. 262-269). College Park, MD: Association for Consumer Research.
42. Jones, T., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73, 88-99.
43. Jöreskog, K., & Sörbom, D. (1996). LISREL 8: User's reference guide. Chicago: Scientific Software International.
44. Keller, K. (2003). Strategic brand management (2nd ed.). Upper Saddle River, NJ: Prentice Hall.
45. Keller, K., & Aaker, D. (1992). The effects of sequential introduction of brand extensions. Journal of Marketing Research, 29, 35-50.
46. Kim, J., & Ferree, G. (1981). Standardization in causal analysis. Sociological Methods & Research, 10, 187-210.
47. MacKenzie, S. B., Lutz, R. J., & Belch, G. (1986). The role of attitude toward the ad as a mediator of advertising effectiveness: A test of competing explanations. Journal of Marketing Research, 23, 130-143.
48. Maheswaran, D., Mackie, D. M., & Chaiken, S. (1992). Brand name as a heuristic cue: The effects of task importance and expectancy confirmation on consumer judgment. Journal of Consumer Psychology, 1, 317-336.
49. Mitchell, A. (1986). The effects of visual and verbal components on brand attitudes and attitude toward the advertisement. Journal of Consumer Research, 13, 12-24.
50. Mittal, V., & Kamakura, W. (2001). Satisfaction, repurchase intent and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38, 131-142.
51. Mittal, V., Kumar, P., & Tsiros, M. (1999). Attribute performance, satisfaction, and behavioral intentions over time: A consumption system approach. Journal of Marketing, 63, 88-101.
52. Mittal, V., Ross, W., & Baldasare, P. (1998). The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intention. Journal of Marketing, 62, 33-47.
53. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
54. Oliver, R. L. (1981). Measurement and evaluation of satisfaction process in retail setting. Journal of Retailing, 57, 25-48.
55. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw Hill.
56. Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33-44.
57. Olney, T., Holbrook, M., & Batra, R. (1991). Consumer responses to advertising: The effect of ad content, emotions, and attitude toward ad on viewing time. Journal of Consumer Research, 17, 440-453.
58. Park, C. W., Jaworski, B. J., & MacInnis, D. J. (1986). Strategic brand concept/image management. Journal of Marketing, 50, 135-145.
59. Petty, R. E., Schumann, D. W., Richman, S. A., & Strathman, A. J. (1993). Positive mood and persuasion: Different roles for affect under high- and low-elaboration conditions. Journal of Personality and Social Psychology, 64, 5-20.
60. 2 model: The influence of attitudes and attitude strength on consideration and choice. Journal of Consumer Research, 30, 574-597.
61. Reichheld, F. (1996). Learning from customer defection. Harvard Business Review, 74, 59-60.
62. Richins, M. L., & Bloch, P. H. (1986). After the news wears off: The temporal context of product involvement. Journal of Consumer Research, 13, 280-285.
63. Schwarz, N., & Clore, G. L. (1983). Mood, misattribution, and judgment of well-being: Informative and directive functions of affective states. Journal of Personality and Social Psychology, 45, 513-523.
64. Singh, J. (1995). Measurement issues in cross-national research. Journal of International Business Studies, 26(3), 597-619.
65. Steenkamp, J. E. M., & Baumgartner, H. (1998). Assessing measurement invariance in cross-national consumer research. Journal of Consumer Research, 25, 78-90.
66. Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction: An extension. Journal of Marketing Research, 25, 204-212.
67. Westbrook, R. A., & Oliver, R. L. (1981). Developing better measures of consumer satisfaction: Some preliminary results. In K. B. Monrow (Ed.), Advances in consumer research (pp. 94-99). Ann Arbor, MI: Association for Consumer Research.
68. Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: An alternative to the disconfirmation of expectation theory of consumer satisfaction. Advances in Consumer Research, 10, 256-261.
69. Wilton, P. C., & Tse, D. K. (1983). A model of consumer response to communication and product experience. In A. Woodside & L. Percy (Eds.), Advertising and consumer psychology (pp. 315-332), Lexington, MA: Lexington Books.
70. Wood, W. (1982). Retrieval of attitude-relevant information from memory: Effects on susceptibility to persuasion and on intrinsic motivation. Journal of Personality and Social Psychology, 42, 798-810.
71. Yi, Y. (1990). A critical review of consumer satisfaction. In V. Zeithaml (Ed.), Review of marketing (pp. 68-123). Chicago: American Marketing Association.
72. Yi, Y. (1993). The antecedents of consumer satisfaction: The moderating role of ambiguity. Advances in Consumer Research, 20, 502-506.
73. Yoo, B. (2002). Cross-group comparisons: A cautionary note. Psychology and Marketing, 19, 357-368.
74. Zaichkowsky, J. L. (1985). Measuring the involvement construct. Journal of Consumer Research, 12, 341-352.
75. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing Research, 60, 31-46.