Abstract
The purpose of this study was to establish the impact of customer service failure attributions on customer commitment and the influence of service failure severity on recovery satisfaction. Data were collected through structured questionnaires and the hypotheses were tested using Structural Equation Modelling (SEM). The study revealed that service failure severity and attribution dimensions of stability and controllability influence recovery satisfaction. No relationship was established between locus of causality and recovery satisfaction. It was revealed that recovery satisfaction influences customer commitment and knowledge of alternatives moderates the relationship between the two. Service providers are recommedend to avoid preventable service failures.
| Original language | English |
|---|---|
| Pages (from-to) | 403-414 |
| Number of pages | 12 |
| Journal | Journal of Travel and Tourism Marketing |
| Volume | 36 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 4 May 2019 |
Keywords
- Service failure attributions
- airline industry
- controllability
- customer commitment
- emerging market
- failure severity
- knowledge of alternatives
- locus of causality
- recovery satisfaction
- stability
ASJC Scopus subject areas
- Tourism, Leisure and Hospitality Management
- Marketing