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The impact of causal attributions on customer satisfaction and switching intention: Empirical evidence from the airline industry

Nikbin, Davoud, Ismail, Ishak and Marimuthu, Malliga (2012). The impact of causal attributions on customer satisfaction and switching intention: Empirical evidence from the airline industry. Journal of Air Transport Management,25:37-39.

Document type: Journal Article
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Title The impact of causal attributions on customer satisfaction and switching intention: Empirical evidence from the airline industry
Author Nikbin, Davoud
Ismail, Ishak
Marimuthu, Malliga
Journal Name Journal of Air Transport Management
Publication Date 2012
Volume Number 25
ISSN 0969-6997   (check CDU catalogue open catalogue search in new window)
eISSN 1873-2089
Start Page 37
End Page 39
Total Pages 3
Place of Publication United Kingdom
Publisher Pergamon Press
Field of Research COMMERCE, MANAGEMENT, TOURISM AND SERVICES
Abstract Abstract
This study explores the relationship between air service failure attributions and customer satisfaction. Data from a survey of airline passengers who experienced a failure and subsequently a recovery is used and with that stability, the frequency of failures, and controllability, whether the airline is responsible for the situation, have a negative relationship with customer satisfaction. The results also indicate customer satisfaction is negatively related to switching intention. Additionally, the results confirmed the moderating role of failure severity.

Highlights

► This study explores the relationship between airlines service failures and customer satisfaction. ► It examines airlines passenger switching intention and severity of a service failure. ► It considers factors that can strengthen negative relationships of failure attributions to customer satisfaction. ► It provides case study results based on airline passengers in Malaysia.

Keywords Air service failure
Air service recovery
Service failure attributions
Switching
DOI http://dx.doi.org/10.1016/j.jairtraman.2012.06.002   (check subscription with CDU E-Gateway service for CDU Staff and Students  check subscription with CDU E-Gateway in new window)
 
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Created: Wed, 28 Jun 2017, 11:14:33 CST by Marion Farram