The concept of an ‘attitude’ is a complicated one, and I’ve tried to point out in this Spotlight that satisfaction is a complex attitude too.
I’ll be adding some references here for digging into attitudes – including looking at the way psychologists think about attitudes, as there are plenty of subtleties that I had to gloss over in order to create an introduction to satisfaction in the book.
Meanwhile, there are some existing resources on this website that I’ve written on these topics:
- Using a survey to ask about user satisfaction: How to ask about user satisfaction in a survey
- Satisfaction and Total Survey Error: Total survey error for non-specialists – creating better conversations
- Satisfaction is a slippery topic: Six crucial survey concepts that UX professionals need to know
- Getting the question right in attitude surveys (review): Questions and answers in attitude surveys