field study of airline travellers in Malaysia
This study examines the relationship between airline travellers' casual attribution, pre-recovery emotions, and negative behavioural intentions after a service failure and proposes a model for analysing direct effects of airline travellers' casual attribution of stability (failure frequenc...
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| Main Authors: | , |
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| Format: | Article |
| Published: |
Routledge
2017
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| Subjects: | |
| Online Access: | http://eprints.utm.my/id/eprint/76076/ https://www.scopus.com/inward/record.uri?eid=2-s2.0-84896434527&doi=10.1080%2f13683500.2014.898618&partnerID=40&md5=f323621ac7563acf9a312f09c8583b16 |
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| Institution: | Universiti Teknologi Malaysia |