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Sigi Goode. (2020) Confront, Accept or Reinterpret? Coping Mediation Effects on Attribution in Cloud Service Failure. Journal of Organizational Computing and Electronic Commerce 30:4, pages 335-360.
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Rosemary Matikiti, Mornay Roberts-Lombard & Mercy Mpinganjira. (2019) Customer attributions of service failure and its impact on commitment in the airline industry: an emerging market perspective. Journal of Travel & Tourism Marketing 36:4, pages 403-414.
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Lin Yang, Fandy Tjiptono & Wai Ching Poon. (2018) Will you fly with this airline in the future? An empirical study of airline avoidance after accidents. Journal of Travel & Tourism Marketing 35:9, pages 1145-1159.
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Bojana Spasojevic, Gui Lohmann & Noel Scott. (2018) Air transport and tourism – a systematic literature review (2000–2014). Current Issues in Tourism 21:9, pages 975-997.
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Osman M. Karatepe. (2016) The Effect of Psychological Climate on Job Outcomes: Evidence from the Airline Industry. Journal of Travel & Tourism Marketing 33:8, pages 1162-1180.
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Davoud Nikbin, Sunghyup Sean Hyun, Mohammad Iranmanesh, Amin Maghsoudi & Chul Jeong. (2016) Airline Travelers' Causal Attribution of Service Failure and Its Impact on Trust and Loyalty Formation: The Moderating Role of Corporate Social Responsibility. Asia Pacific Journal of Tourism Research 21:4, pages 355-374.
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Articles from other publishers (9)
Nasrin Rasouli, Mohammad Alimohammadirokni, S. Mostafa Rasoolimanesh, Ayatollah Momayez & Nafas (Atefeh) Emadlou. (2023) Examining brand transgression, behavioral responses and the mediating effect of perceived brand betrayal. Consumer Behavior in Tourism and Hospitality 18:4, pages 483-498.
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Mengmeng Song, Xinyu Xing, Yucong Duan & Jian Mou. (2023) I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation. Industrial Management & Data Systems.
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Selman TEMİZ & Ramazan KURTOĞLU. (2023) KONAKLAMA İŞLETMELERİNDE HİZMET TELAFİSİ, TEKRAR SATIN ALMA VE POZİTİF AĞIZDAN AĞIZA İLETİŞİM ÜZERİNDE MÜŞTERİ ATIFLARININ ETKİSİTHE EFFECT OF CUSTOMERS’ ATTRIBUTIONS ON SERVICE RECOVERY, REPURCHASE INTENTION AND POSITIVE WORD OF MOUTH IN ACCOMMODATION ESTABLISHMENTS. Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 10:1, pages 475-508.
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Tingting Zhu & Sung Kyu Park. (2022) Encouraging Brand Evangelism Through Failure Attribution and Recovery Justice: The Moderating Role of Emotional Attachment. Frontiers in Psychology 13.
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Selman TEMİZ & Ramazan KURTOĞLU. (2021) HİZMET HATASI, HİZMET TELAFİSİ VE ATIF TEORİSİ: KAVRAMSAL BİR ÇALIŞMAService Failure, Service Recovery and Attribution Theory: A Conceptual Study. Hitit Sosyal Bilimler Dergisi 14:2, pages 360-383.
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Amrul Asraf Mohd-Any, Dilip S. Mutum, Ezlika M. Ghazali & Lokmanulhakim Mohamed-Zulkifli. (2019) To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers. Journal of Service Theory and Practice 29:5/6, pages 661-690.
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YooHee Hwang & Anna S. Mattila. (2018) Spillover Effects of Status Demotion on Customer Reactions to Loyalty Reward Promotions: The Role of Need for Status and Exclusivity. Journal of Travel Research 58:8, pages 1302-1316.
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Yuan-Shuh Lii, May-Ching Ding & Chih-Huang Lin. (2018) Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery. Sustainability 10:12, pages 4548.
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Joelle Soulard & James F. Petrick. (2016) Messages in the Bottle: Customers' Reactions to Expertise, Blame, and Compensation After a Severe Cruising Crisis. Tourism in Marine Environments 11:2, pages 192-200.
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