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The role of airline travelers' pre-recovery emotions during the service recovery process

Nikbin, Davoud and Iranmanesh, Mohammad and Hyun, Sunghyupsean and Baharun, Rohaizat and Kim, Insin (2015) The role of airline travelers' pre-recovery emotions during the service recovery process. Journal of Travel and Tourism Marketing, 32 (6). pp. 677-691. ISSN 1054-8408

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Official URL: http://dx.doi.org/10.1080/10548408.2014.948656


This study examines (1) the relationships between airline travelers’ casual attribution (stability and controllability), pre-recovery emotions, post-recovery emotions, and overall satisfaction; and (2) analyzes the mediating effect of pre-recovery emotions on the relationship between causal attribution and post-recovery emotions. Theoretical hypotheses were derived based on a literature review, and to empirically test the hypotheses, data were collected from 210 airline travelers in Malaysia. These respondents were airline travelers who experienced some service failure and relevant service recovery within the past year. According to the results, the two dimensions of casual attribution both influenced pre-recovery emotions. Pre-recovery emotions were significantly related to positive and negative post-recovery emotions, and post-recovery emotions were significantly related to overall satisfaction. In addition, pre-recovery emotions moderated the relationship between casual attribution and post-recovery emotions. These results have important practical implications.

Item Type:Article
Uncontrolled Keywords:airline travelers, casual attributions
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
ID Code:58989
Deposited By: Haliza Zainal
Deposited On:04 Dec 2016 04:07
Last Modified:24 Nov 2021 07:55

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