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

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Abstract

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.

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Nikbin, D., Hyun, S. S., Baharun, R., & Tabavar, A. A. (2015). The Determinants of Customers’ Behavioral Intentions after Service Failure: The Role of Emotions. Asia Pacific Journal of Tourism Research, 20(9), 971–989. https://doi.org/10.1080/10941665.2014.951663

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