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

Title
The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions
Author
현성협
Keywords
airline travelers; service failure; stability; controllability; negative emotions; switching intention; negative word-of-mouth intention
Issue Date
2015-11
Publisher
ROUTLEDGE JOURNALS
Citation
ASIA PACIFIC JOURNAL OF TOURISM RESEARCH, v. 20, NO 9, Page. 971-989
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.
URI
http://www.tandfonline.com/doi/full/10.1080/10941665.2014.951663http://hdl.handle.net/20.500.11754/28634
ISSN
1094-1665; 1741-6507
DOI
10.1080/10941665.2014.951663
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
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