The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Nikbin, Davoud | - |
dc.contributor.author | Hyun, Sunghyup Sean | - |
dc.contributor.author | Baharun, Rohaizat | - |
dc.contributor.author | Tabavar, Ali Asgh | - |
dc.date.accessioned | 2022-07-15T20:58:00Z | - |
dc.date.available | 2022-07-15T20:58:00Z | - |
dc.date.created | 2021-05-14 | - |
dc.date.issued | 2015-09 | - |
dc.identifier.issn | 1094-1665 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/156320 | - |
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. | - |
dc.language | 영어 | - |
dc.language.iso | en | - |
dc.publisher | ROUTLEDGE JOURNALS | - |
dc.title | The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions | - |
dc.type | Article | - |
dc.contributor.affiliatedAuthor | Hyun, Sunghyup Sean | - |
dc.identifier.doi | 10.1080/10941665.2014.951663 | - |
dc.identifier.scopusid | 2-s2.0-84939564557 | - |
dc.identifier.wosid | 000371911200003 | - |
dc.identifier.bibliographicCitation | ASIA PACIFIC JOURNAL OF TOURISM RESEARCH, v.20, no.9, pp.971 - 989 | - |
dc.relation.isPartOf | ASIA PACIFIC JOURNAL OF TOURISM RESEARCH | - |
dc.citation.title | ASIA PACIFIC JOURNAL OF TOURISM RESEARCH | - |
dc.citation.volume | 20 | - |
dc.citation.number | 9 | - |
dc.citation.startPage | 971 | - |
dc.citation.endPage | 989 | - |
dc.type.rims | ART | - |
dc.type.docType | 정기학술지(Article(Perspective Article포함)) | - |
dc.description.journalClass | 1 | - |
dc.description.isOpenAccess | N | - |
dc.description.journalRegisteredClass | ssci | - |
dc.description.journalRegisteredClass | scopus | - |
dc.relation.journalResearchArea | Social Sciences - Other Topics | - |
dc.relation.journalWebOfScienceCategory | Hospitality, Leisure, Sport & Tourism | - |
dc.subject.keywordPlus | CONSUMER RESPONSES | - |
dc.subject.keywordPlus | PRODUCT FAILURE | - |
dc.subject.keywordPlus | SATISFACTION | - |
dc.subject.keywordPlus | RECOVERY | - |
dc.subject.keywordPlus | ATTRIBUTIONS | - |
dc.subject.keywordPlus | QUALITY | - |
dc.subject.keywordPlus | JUSTICE | - |
dc.subject.keywordPlus | IMPACT | - |
dc.subject.keywordPlus | ENCOUNTERS | - |
dc.subject.keywordPlus | RETENTION | - |
dc.subject.keywordAuthor | airline travelers | - |
dc.subject.keywordAuthor | service failure | - |
dc.subject.keywordAuthor | stability | - |
dc.subject.keywordAuthor | controllability | - |
dc.subject.keywordAuthor | negative emotions | - |
dc.subject.keywordAuthor | switching intention | - |
dc.subject.keywordAuthor | negative word-of-mouth intention | - |
dc.identifier.url | https://www.tandfonline.com/doi/full/10.1080/10941665.2014.951663 | - |
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