Longitudinal Shifts in the Drivers of Satisfaction with Product Quality: The Role of Attribute Resolvability

Research on customer equity has reemphasized the value of understanding the factors that influence satisfaction and quality. Although research has shown that many factors influence perceptions of satisfaction and quality, it has failed to consider the potential for asymmetric effects that shift over time and are based on the attributes used to form such perceptions. Using automobile ownership experiences during the manufacturer warranty period,...