The impact of attitude strength on the use of customer satisfaction information: an empirical investigation [component]

van Birgelen M.J.H., de Ruyter J.C., Wetzels M.G.M.
2000 unpublished
Considering the strategic importance of satisfying customers and the high costs of conducting customer satisfaction research, deeper understanding of the determinants of customer satisfaction information use seems important. In this paper, we aim at predicting intentions of selectively using satisfaction-related information from decision-maker attitude strength by applying latent variable m odelling. The results suggest that two dimensions of attitude strength, commitment and embeddedness,
more » ... ibute directly and indirectly to selective customer satisfaction intelligence use. Indirect effects occur through cognitive processes and selective judgment of satisfaction-related information.
doi:10.26481/umamet.2000037 fatcat:krdvypn6wfe6zjbxxppe67mepq