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dc.contributor.author현성협-
dc.date.accessioned2018-03-19T00:48:40Z-
dc.date.available2018-03-19T00:48:40Z-
dc.date.issued2014-10-
dc.identifier.citationJournal of Travel & Tourism Marketing, 2017, 31(7), P.817-834en_US
dc.identifier.isbn1540-7306-
dc.identifier.issn1054-8408-
dc.identifier.urihttps://www.tandfonline.com/doi/abs/10.1080/10548408.2014.889642-
dc.description.abstractThis study examines the relationships between service recovery, stability and controllability attribution, recovery satisfaction, and customer loyalty. We collected data on service recovery, failure attribution, recovery satisfaction, and customer loyalty through a survey of airline passengers in Malaysia. The results indicate significant positive relationships between service recovery dimensions and recovery satisfaction, and between recovery satisfaction and customer loyalty. Both stability and controllability were negatively related to recovery satisfaction. The results provide support for the moderating effects of service failure attribution (stability and controllability) in the recovery process dimension. By recognizing the important role of stability and controllability attribution and its negative effects, service management should become highly involved in facilitating appropriate service recovery to satisfy customers after a failure. The results have important implications and suggest some interesting avenues for future research.en_US
dc.language.isoenen_US
dc.publisherTaylor & Francis LTDen_US
dc.subjectloyaltyen_US
dc.subjectservice recoveryen_US
dc.subjectairline industryen_US
dc.subjectcontrollabilityen_US
dc.subjectrecovery satisfactionen_US
dc.subjectstabilityen_US
dc.subjectService failureen_US
dc.titleEffects of Stability and Controllability Attribution on Service Recovery Evaluation in the Context of the Airline Industryen_US
dc.typeArticleen_US
dc.relation.volume31-
dc.identifier.doi10.1080/10548408.2014.889642-
dc.relation.page817-834-
dc.relation.journalJOURNAL OF TRAVEL & TOURISM MARKETING-
dc.contributor.googleauthorNikbin, Davoud-
dc.contributor.googleauthorMarimuthu, Malliga-
dc.contributor.googleauthorHyun, Sunghyup Sean-
dc.contributor.googleauthorIsmail, Ishak-
dc.relation.code2014034999-
dc.sector.campusS-
dc.sector.daehakCOLLEGE OF SOCIAL SCIENCES[S]-
dc.sector.departmentDIVISION OF TOURISM-
dc.identifier.pidsshyun-
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
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