3-H: Through the Looking Glass: Role of Construal Level on Description-Intensive Reviews
Focus on consumer engagement has led service providers to explore contextual factors influencing consumers’ satisfaction. In this paper, we draw insights from Construal Level Theory to identify the conditions when own vs. others’ experiences along with Process vs. Outcome attributes of services become more important in overall service evaluation.
Swagato Chatterjee and Aruna Divya T (2017) ,"3-H: Through the Looking Glass: Role of Construal Level on Description-Intensive Reviews ", in NA - Advances in Consumer Research Volume 45, eds. Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth, MN : Association for Consumer Research, Pages: 1019-1019.
Swagato Chatterjee, Institute for Financial Management and Research, India
Aruna Divya T, IIM Ahmedabad, India
NA - Advances in Consumer Research Volume 45 | 2017
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