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Abstract

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...

Author(s)
Davoud Nikbin; Mohammad Iranmanesh; Hyun SungHyup [Hyun, S. H. S. ]; Rohaizat Baharun; Kim InSin
Publisher
Routledge, Philadelphia, USA
Citation
Journal of Travel & Tourism Marketing, 2015, 32, 6, pp 677-691
Abstract

This study examines the relationships between service recovery, stability and controllability attribution, recovery satisfaction, and customer loyalty. We collected data on service recovery, failure attribution, recovery satisfaction, and customer loyalty through a survey of airline passengers in...

Author(s)
Davoud Nikbin; Malliga Marimuthu; Hyun SungHyup [Hyun, S. H. S. ]; Ishak Ismail
Publisher
Routledge, Philadelphia, USA
Citation
Journal of Travel & Tourism Marketing, 2014, 31, 7, pp 817-834