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Does travellers' casual attribution affect pre-recovery emotions and behavioural intentions? A field study of airline travellers in Malaysia

Title
Does travellers' casual attribution affect pre-recovery emotions and behavioural intentions? A field study of airline travellers in Malaysia
Author
현성협
Keywords
airline travellers; casual attribution; stability; controllability; emotions; switching intention; word of mouth; Malaysia
Issue Date
2017-03
Publisher
ROUTLEDGE JOURNALS
Citation
CURRENT ISSUES IN TOURISM, v. 20, no. 1, page. 80-93
Abstract
This study examines the relationship between airline travellers' casual attribution, pre-recovery emotions, and negative behavioural intentions after a service failure and proposes a model for analysing direct effects of airline travellers' casual attribution of stability (failure frequency) and controllability (the extent to which the airline can control the failure) on negative behavioural intentions as well as its indirect effects through pre-recovery emotions. Data were gathered through a survey of airline travellers who experienced a failure in the past six months. The results indicate that both dimensions of casual attribution influenced pre-recovery emotions and negative behavioural intentions, and that pre-recovery emotions were significantly related to negative behavioural intentions. In addition, the results verify the mediating effect of pre-recovery emotions on the relationship between casual attribution and behavioural intentions. These results have important managerial implications.
URI
https://www.tandfonline.com/doi/abs/10.1080/13683500.2014.898618?journalCode=rcit20http://repository.hanyang.ac.kr/handle/20.500.11754/113464
ISSN
1368-3500; 1747-7603
DOI
10.1080/13683500.2014.898618
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
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