Role of Expertise, Affect, and Attribution in Consumer Created Service Exigency

Kumar Rakesh Ranjan, Indian Institute of Management Tiruchirapalli, India
Praveen Sugathan, Indian Institute of Management Bangalore, India
Three experiments explore consumer created exigency and contribute to services research by 1)examining the effect of expertise and hope of the service provider, along with the end outcome of consumer success or failure, on consumer satisfaction; 2)suggesting a mechanism based on attribution theory, to influence consumer evaluations in exigencies.
[ to cite ]:
Kumar Rakesh Ranjan and Praveen Sugathan (2015) ,"Role of Expertise, Affect, and Attribution in Consumer Created Service Exigency", in NA - Advances in Consumer Research Volume 43, eds. Kristin Diehl and Carolyn Yoon, Duluth, MN : Association for Consumer Research, Pages: 702-702.