Airline Service Failure

IF 2 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism Pub Date : 2022-01-31 DOI:10.37741/t.70.2.8

Chong Kuok Wei, A. A. M. Ariffin

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引用次数: 0

Abstract

This study aimed to investigate the impacts of causal attributions (controllability, stability, and locus of control) and failure severity on the behavioral intention of passengers in the context of airline service failure. This study also extended the causal attribution theory by incorporating failure severity as another explanatory variable. Furthermore, all the above direct relationships were also expected to be mediated by brand attitude. Essentially, this study attempted to address the issue of the desire of passengers to fly again with the affected airlines and the extent to which they will recommend it to others. This study employed purposive sampling and a questionnaire survey that involved 518 respondents as the main data collection method. All hypotheses were tested using Smart-PLS. The findings revealed that only controllability and failure severity exhibited direct impacts on behavioral intention, whereas stability and locus of control indirectly affected behavioral intention through the mediator of brand attitude. The findings also indicated that brand attitude was a full mediator in the relationships between stability and behavioral intention, as well as between locus of control and behavioral intention.

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航空公司服务故障

本研究旨在探讨航空公司服务失败情境下，航班服务失败的因果归因(可控性、稳定性和控制点)和失败严重程度对乘客行为意愿的影响。本研究还将失效严重程度作为另一个解释变量，扩展了因果归因理论。此外，上述所有直接关系也预期会受到品牌态度的中介作用。从本质上讲，这项研究试图解决乘客再次乘坐受影响航空公司的愿望以及他们将在多大程度上推荐给其他人的问题。本研究采用有目的抽样和问卷调查的方式，共涉及518名受访者作为主要数据收集方法。使用Smart-PLS对所有假设进行检验。研究发现，只有可控性和失败严重程度对行为意向有直接影响，而稳定性和控制点通过品牌态度的中介间接影响行为意向。品牌态度在稳定性与行为意向、控制源与行为意向之间起完全中介作用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

3.10

自引率

17.60%

发文量

审稿时长

24 weeks

期刊介绍： Journal TOURISM is an international academic and professional quarterly which welcomes articles on various aspects of travel and tourism. Th e journal emphasises the broadness and interrelatedness of the tourism sector. Manuscripts submitted to the Journal can be processed quickly if they are prepared according to the following guidelines. Manuscripts will be returned to the author with a set of instructions if they are not submitted according to our style guide. No contribution will be accepted which has been published elsewhere, unless it is specifi cally invited or agreed by the Editor.