Quality of Past Performance: Impact on Consumers' Responses to Service Failure
The conceptual model developed in this paper for the airline industry examines the relationship between quality of past service performance and consumers' responses to service failures (causal attributions, emotions and satisfaction). The empirical results obtained indicate that for those consu...
Saved in:
Published in | Marketing letters Vol. 18; no. 4; pp. 249 - 264 |
---|---|
Main Authors | , , |
Format | Journal Article |
Language | English |
Published |
New York
Springer
01.12.2007
Springer Nature B.V |
Subjects | |
Online Access | Get full text |
Cover
Loading…
Summary: | The conceptual model developed in this paper for the airline industry examines the relationship between quality of past service performance and consumers' responses to service failures (causal attributions, emotions and satisfaction). The empirical results obtained indicate that for those consumers with higher perceptions of quality the causes underlying service failures are seen as less stable and less controllable by the firm than the causes identified by consumers with lower perceptions of quality. Attributions about the failure not only influence satisfaction directly but also moderate the effect of quality on satisfaction. We also analyse the mediating effect of negative emotions on the relationship between service failure attributions and consumer satisfaction. |
---|---|
Bibliography: | ObjectType-Article-2 SourceType-Scholarly Journals-1 ObjectType-Feature-1 content type line 23 |
ISSN: | 0923-0645 1573-059X |
DOI: | 10.1007/s11002-007-9018-x |