현성협
2017-08-21T02:34:03Z
2017-08-21T02:34:03Z
2015-11
ASIA PACIFIC JOURNAL OF TOURISM RESEARCH, v. 20, NO 9, Page. 971-989
1094-1665
1741-6507
http://www.tandfonline.com/doi/full/10.1080/10941665.2014.951663
http://hdl.handle.net/20.500.11754/28634
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.
en
ROUTLEDGE JOURNALS
airline travelers
service failure
stability
controllability
negative emotions
switching intention
negative word-of-mouth intention
The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions
Article
9
20
10.1080/10941665.2014.951663
971-989
ASIA PACIFIC JOURNAL OF TOURISM RESEARCH
Nikbin, Davoud
Hyun, Sunghyup Sean
Baharun, Rohaizat
Tabavar, Ali Asghar
2015014429
S
COLLEGE OF SOCIAL SCIENCES[S]
DIVISION OF TOURISM
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