Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.author | 현성협 | - |
dc.date.accessioned | 2017-08-21T02:34:03Z | - |
dc.date.available | 2017-08-21T02:34:03Z | - |
dc.date.issued | 2015-11 | - |
dc.identifier.citation | ASIA PACIFIC JOURNAL OF TOURISM RESEARCH, v. 20, NO 9, Page. 971-989 | en_US |
dc.identifier.issn | 1094-1665 | - |
dc.identifier.issn | 1741-6507 | - |
dc.identifier.uri | http://www.tandfonline.com/doi/full/10.1080/10941665.2014.951663 | - |
dc.identifier.uri | http://hdl.handle.net/20.500.11754/28634 | - |
dc.description.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. | en_US |
dc.language.iso | en | en_US |
dc.publisher | ROUTLEDGE JOURNALS | en_US |
dc.subject | airline travelers | en_US |
dc.subject | service failure | en_US |
dc.subject | stability | en_US |
dc.subject | controllability | en_US |
dc.subject | negative emotions | en_US |
dc.subject | switching intention | en_US |
dc.subject | negative word-of-mouth intention | en_US |
dc.title | The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions | en_US |
dc.type | Article | en_US |
dc.relation.no | 9 | - |
dc.relation.volume | 20 | - |
dc.identifier.doi | 10.1080/10941665.2014.951663 | - |
dc.relation.page | 971-989 | - |
dc.relation.journal | ASIA PACIFIC JOURNAL OF TOURISM RESEARCH | - |
dc.contributor.googleauthor | Nikbin, Davoud | - |
dc.contributor.googleauthor | Hyun, Sunghyup Sean | - |
dc.contributor.googleauthor | Baharun, Rohaizat | - |
dc.contributor.googleauthor | Tabavar, Ali Asghar | - |
dc.relation.code | 2015014429 | - |
dc.sector.campus | S | - |
dc.sector.daehak | COLLEGE OF SOCIAL SCIENCES[S] | - |
dc.sector.department | DIVISION OF TOURISM | - |
dc.identifier.pid | sshyun | - |
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