The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions

• Main Authors: Nikbin, Davoud, Hyun, Sunghyupsean, Baharun, Rohaizat, Tabavar, Ali Asghar
• Format: Article
• Published: Routledge 2015
• Subjects: HC Economic History and Conditions
• Online Access: http://eprints.utm.my/id/eprint/58910/; http://dx.doi.org/10.1080/10941665.2014.951663
• Institution: Universiti Teknologi Malaysia

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.