The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

• Main Authors: Tarofder, Arun Kumar, Nikhashemi, Seyed Rajab, Azam, S.M. Ferdous, Selvantharan, Prashantini, Haque, A. K. M. Ahasanul
• Format: Article
• Language: English; English
• Published: Emerald Publishing 2016
• Subjects: HF5410 Marketing. Distribution of products
• Online Access: http://irep.iium.edu.my/55136/1/IJQSS-%28The%20mediating%20influence%20of%20service%20failure%20explanation%29.pdf; http://irep.iium.edu.my/55136/7/55136-The%20mediating%20influence%20of%20service%20failure%20explanation%20on%20customer%20repurchase%20intention%20through%20customers%20satisfaction_SCOPUS.pdf; http://irep.iium.edu.my/55136/; http://www.emeraldinsight.com/doi/abs/10.1108/IJQSS-04-2015-0044
• Institution: Universiti Islam Antarabangsa Malaysia

Purpose – The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction. Design/methodology/approach – A struc...