The Role of Trust, Diagnostic Information, and Attitudinal Ambivalence in Service Attribution

This study makes the first attempt to propose a trust-attribution typology incorporating trust, diagnositicity of information, and ambivalence attitude. The typology, which consists of four distinctive models, was tested by two experiments with a student and a non-student sample, respectively. Results indicate different mental mechanisms underlying the processes of how high- versus low-trust customers make service attributions. Specifically, attitudinal ambivalence plays a mediating role in the process of how high-trust customers make attributions, whereas diagnosticity and attitudinal ambivalence jointly mediate the process of how low-trust customers make service attributions.



Citation:

Yanchen Li, Jing Jiang, and Ting-Jui Chou (2011) ,"The Role of Trust, Diagnostic Information, and Attitudinal Ambivalence in Service Attribution", in AP - Asia-Pacific Advances in Consumer Research Volume 9, eds. Zhihong Yi, Jing Jian Xiao, and June Cotte and Linda Price, Duluth, MN : Association for Consumer Research, Pages: 5-10.

Authors

Yanchen Li, Macau University of Science and Technology Macau, China
Jing Jiang, Renmin University of China, Beijing, China
Ting-Jui Chou, Renmin University of China, Beijing, China



Volume

AP - Asia-Pacific Advances in Consumer Research Volume 9 | 2011



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