The role of airline travelers' pre-recovery emotions during the service recovery process
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 attribut...
| Main Authors: | , , , , |
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| Format: | Article |
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Routledge
2015
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| _version_ | 1796860622709719040 |
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| author | Nikbin, Davoud Iranmanesh, Mohammad Hyun, Sunghyupsean Baharun, Rohaizat Kim, Insin |
| author_facet | Nikbin, Davoud Iranmanesh, Mohammad Hyun, Sunghyupsean Baharun, Rohaizat Kim, Insin |
| author_sort | Nikbin, Davoud |
| collection | ePrints |
| description | 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 attribution and post-recovery emotions. Theoretical hypotheses were derived based on a literature review, and to empirically test the hypotheses, data were collected from 210 airline travelers in Malaysia. These respondents were airline travelers who experienced some service failure and relevant service recovery within the past year. According to the results, the two dimensions of casual attribution both influenced pre-recovery emotions. Pre-recovery emotions were significantly related to positive and negative post-recovery emotions, and post-recovery emotions were significantly related to overall satisfaction. In addition, pre-recovery emotions moderated the relationship between casual attribution and post-recovery emotions. These results have important practical implications. |
| first_indexed | 2024-03-05T19:44:03Z |
| format | Article |
| id | utm.eprints-58989 |
| institution | Universiti Teknologi Malaysia - ePrints |
| last_indexed | 2024-03-05T19:44:03Z |
| publishDate | 2015 |
| publisher | Routledge |
| record_format | dspace |
| spelling | utm.eprints-589892021-11-24T07:55:43Z http://eprints.utm.my/58989/ The role of airline travelers' pre-recovery emotions during the service recovery process Nikbin, Davoud Iranmanesh, Mohammad Hyun, Sunghyupsean Baharun, Rohaizat Kim, Insin HD28 Management. Industrial Management 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 attribution and post-recovery emotions. Theoretical hypotheses were derived based on a literature review, and to empirically test the hypotheses, data were collected from 210 airline travelers in Malaysia. These respondents were airline travelers who experienced some service failure and relevant service recovery within the past year. According to the results, the two dimensions of casual attribution both influenced pre-recovery emotions. Pre-recovery emotions were significantly related to positive and negative post-recovery emotions, and post-recovery emotions were significantly related to overall satisfaction. In addition, pre-recovery emotions moderated the relationship between casual attribution and post-recovery emotions. These results have important practical implications. Routledge 2015 Article PeerReviewed Nikbin, Davoud and Iranmanesh, Mohammad and Hyun, Sunghyupsean and Baharun, Rohaizat and Kim, Insin (2015) The role of airline travelers' pre-recovery emotions during the service recovery process. Journal of Travel and Tourism Marketing, 32 (6). pp. 677-691. ISSN 1054-8408 http://dx.doi.org/10.1080/10548408.2014.948656 DOI:10.1080/10548408.2014.948656 |
| spellingShingle | HD28 Management. Industrial Management Nikbin, Davoud Iranmanesh, Mohammad Hyun, Sunghyupsean Baharun, Rohaizat Kim, Insin The role of airline travelers' pre-recovery emotions during the service recovery process |
| title | The role of airline travelers' pre-recovery emotions during the service recovery process |
| title_full | The role of airline travelers' pre-recovery emotions during the service recovery process |
| title_fullStr | The role of airline travelers' pre-recovery emotions during the service recovery process |
| title_full_unstemmed | The role of airline travelers' pre-recovery emotions during the service recovery process |
| title_short | The role of airline travelers' pre-recovery emotions during the service recovery process |
| title_sort | role of airline travelers pre recovery emotions during the service recovery process |
| topic | HD28 Management. Industrial Management |
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