The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions
- Authors
- Nikbin, Davoud; Hyun, Sunghyup Sean; Baharun, Rohaizat; Tabavar, Ali Asgh
- Issue Date
- Sep-2015
- Publisher
- ROUTLEDGE JOURNALS
- Keywords
- airline travelers; service failure; stability; controllability; negative emotions; switching intention; negative word-of-mouth intention
- Citation
- ASIA PACIFIC JOURNAL OF TOURISM RESEARCH, v.20, no.9, pp.971 - 989
- Indexed
- SSCI
SCOPUS
- Journal Title
- ASIA PACIFIC JOURNAL OF TOURISM RESEARCH
- Volume
- 20
- Number
- 9
- Start Page
- 971
- End Page
- 989
- URI
- https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/156320
- DOI
- 10.1080/10941665.2014.951663
- ISSN
- 1094-1665
- 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.
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