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.
Highlights ► This study explores the relationship between airlines service failures and customer satisfaction. ► It examines airlines passenger switching intention and severity of a service failure. ► It considers factors that can strengthen negative relationships of failure attributions to customer satisfaction. ► It provides case study results based on airline passengers in Malaysia.
The impact of causal attributions on customer satisfaction and switching intention: Empirical evidence from the airline industry
Journal of Air Transport Management ; 25 ; 37-39
2012-01-01
3 pages
Article (Journal)
Electronic Resource
English
Leasing and profitability: Empirical evidence from the airline industry
Elsevier | 2017
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