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field study of airline travellers in Malaysia

Nikbin, D. and Hyun, S. S. (2017) field study of airline travellers in Malaysia. Current Issues in Tourism, 20 (1). pp. 80-93. ISSN 1368-3500

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Abstract

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 frequency) and controllability (the extent to which the airline can control the failure) on negative behavioural intentions as well as its indirect effects through pre-recovery emotions. Data were gathered through a survey of airline travellers who experienced a failure in the past six months. The results indicate that both dimensions of casual attribution influenced pre-recovery emotions and negative behavioural intentions, and that pre-recovery emotions were significantly related to negative behavioural intentions. In addition, the results verify the mediating effect of pre-recovery emotions on the relationship between casual attribution and behavioural intentions. These results have important managerial implications.

Item Type:Article
Uncontrolled Keywords:emotions, negative behavioural
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:Management
ID Code:76076
Deposited By: Widya Wahid
Deposited On:30 May 2018 12:19
Last Modified:30 May 2018 12:19

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