Evolutionary Changes in Service Attribute Importance in a Crisis Scenario The Uruguayan Financial Crisis
通过分析乌拉圭金融危机后三个时间段的消费者数据，发现危机后信任属性（credence attributes）的重要性先上升，五年后又回归到搜索属性（search attributes）占主导，且与银行类型相关，对银行危机管理有启示。
This article attempts to identify and assess the evolution of consumers' differential reactions to major service attribute classes that resulted from and were propagated by a severe financial crisis. The authors perform a longitudinal analysis, using correspondence analysis of square asymmetric matrices, on data generated from three different postcrisis time periods. The first period encompasses data during the 2 weeks after the crisis occurred, the second period assesses data 1 year later, and the third period refers to 5 years later. The results from the first and second periods both indicate the growing importance of credence attributes rather than search attributes compared with during the precrisis period. The third-period analysis indicates a reversal and greater importance of the search attributes that were important in the precrisis period. The results also reveal correlations with the type of banking organization. These findings point to important managerial implications; bank management's inability to realize the shift in consumers' attitudes failed to facilitate and expedite a resolution to the crisis.