The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions

  • Nikbin D
  • Hyun S
  • Baharun R
 et al. 
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This study explores the effects of stability and controllability, two dimensions of causal attribution, on airline travelers’ negative behavioral intentions, namely switching and negative word-of-mouth (WOM) intentions, through their negative emotions. Data were collected through a survey of airline travelers who experienced a service failure in the past year. Results indicate that both causal attribution dimensions affect negative behavioral intentions. The results also confirmed the moderating role of negative emotions in the stability/controllability and switching intention relationship as well as stability and negative WOM relationship. Managerial implications of these findings are briefly discussed.

Author-supplied keywords

  • airline travelers
  • controllability
  • negative emotions
  • negative word-of-mouth intention
  • service failure
  • stability
  • switching intention

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  • Davoud Nikbin

  • Sunghyup Sean Hyun

  • Rohaizat Baharun

  • Ali Asghar Tabavar

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