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

Davoud Nikbin, Ishak Ismail, Malliga Marimuthu

Research output: Contribution to journalArticle

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.

Original languageEnglish
Pages (from-to)37-39
Number of pages3
JournalJournal of Air Transport Management
Volume25
DOIs
Publication statusPublished - Dec 2012
Externally publishedYes

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