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The impact of firm reputation on customers’ responses to service failure: the role of failure attributions

Nikbin, Davoud, Ismail, Ishak, Marimuthu, Malliga and Abu-Jarad, Ismael Younis (2011). The impact of firm reputation on customers’ responses to service failure: the role of failure attributions. Business Strategy Series,12(1):19-29.

Document type: Journal Article
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Title The impact of firm reputation on customers’ responses to service failure: the role of failure attributions
Author Nikbin, Davoud
Ismail, Ishak
Marimuthu, Malliga
Abu-Jarad, Ismael Younis
Journal Name Business Strategy Series
Publication Date 2011
Volume Number 12
Issue Number 1
ISSN 1751-5637   (check CDU catalogue open catalogue search in new window)
Start Page 19
End Page 29
Total Pages 11
Place of Publication United Kingdom
Publisher Emerald Publishing Limited
Field of Research COMMERCE, MANAGEMENT, TOURISM AND SERVICES
Abstract Purpose
– The purpose of this study is to assess the influence firm reputation on behavioral intentions and to examine the moderating role of failure attributions in the relationship between firm reputation and behavioral intentions.

Design/methodology/approach
– The sample used in this study consists of 127 airline passengers in an airport in Iran. The data were collected via a structured survey.

Findings
– Based on the findings firm reputation has a significant and positive relationship with behavioral intention. Additionally, hierarchical regression analyses confirmed the moderating role of failure attributions in the relationship between firm reputation and behavioral intentions.

Research limitations/implications
– This study examines only one service context; consequently, the results cannot be generalized to other service industries.

Practical implications
– By understanding the important role of firm reputation, service organizations understand that carefully building and maintaining reputation is paramount for continued success as this study shows that an excellent reputation directly affects how customers respond to failures.

Originality/value
– Although, prior research has developed an understanding of the role of firm reputation on behavioral intentions, however, this study additionally examined the role of failure attributions as the moderator in this relationship.

Keywords Service failures
Corporate image
Consumer behaviour
DOI http://dx.doi.org/10.1108/17515631111106849   (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: Mon, 17 Jul 2017, 15:42:18 CST by Marion Farram