The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions
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...
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| Main Authors: | , , , |
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| Format: | Article |
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Routledge
2015
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| Subjects: | |
| Online Access: | http://eprints.utm.my/id/eprint/58910/ http://dx.doi.org/10.1080/10941665.2014.951663 |
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| Institution: | Universiti Teknologi Malaysia |
| Summary: | 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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