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

Davoud Nikbin, Ishak Ismail and Malliga Marimuthu

Journal of Air Transport Management, 2012, vol. 25, issue C, 37-39

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.

Keywords: Air service failure; Air service recovery; Service failure attributions; Switching intentions (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:25:y:2012:i:c:p:37-39

DOI: 10.1016/j.jairtraman.2012.06.002

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