Shukla, P., Banerjee, Madhumita and Adidam, Phani Tej (2010) Antecedents and Consequences of Consumer Confusion: Analysis of the Financial Services Industry. In: The Association for Consumer Research Annual North American Conference 2009, Pittsburgh, USA, 22-25 Oct, 2009. Published in: Advances in Consumer Research, Vol.39 pp. 292-297.

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Abstract

Our study is an empirical test of the antecedents and consequences of consumer confusion in the context of the financial services industry. Using quantitative analysis the findings reveal that expectations, attribute and information confusion significantly affect overall confusion. Moreover, expectations and attribute confusion do not affect satisfaction while information confusion has a significant impact on information satisfaction. Furthermore, we find significant impact of overall confusion, attribute satisfaction and information satisfaction on purchase decision. In comparison with earlier studies the findings also suggest that confusion is an industry specific construct and highlights the need for further research in this area.

Item Type:	Conference Item (UNSPECIFIED)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Social Sciences > Warwick Business School > Marketing & Strategic Management Faculty of Social Sciences > Warwick Business School
Journal or Publication Title:	Advances in Consumer Research
Publisher:	Association for Consumer Research
ISSN:	0098-9258
Date:	2010
Volume:	Vol.39
Number of Pages:	6
Page Range:	pp. 292-297
Status:	Peer Reviewed
Publication Status:	Published
Access rights to Published version:	Restricted or Subscription Access
Title of Event:	The Association for Consumer Research Annual North American Conference 2009
Type of Event:	Conference
Location of Event:	Pittsburgh, USA
Date(s) of Event:	22-25 Oct, 2009
URI:	http://wrap.warwick.ac.uk/id/eprint/43313

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