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Journal of Travel & Tourism Marketing Volume 36, 2019 - Issue 4
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Article

Customer attributions of service failure and its impact on commitment in the airline industry: an emerging market perspective

Rosemary MatikitiDepartment of Marketing Management, RCN-G03 (Kingsway Campus), University of Johannesburg, Cnr Kingsway and University Road, Auckland Park, South AfricaCorrespondence[email protected]
,
Mornay Roberts-LombardDepartment of Marketing Management, C-Ring 607 (Kingsway Campus), University of Johannesburg, Cnr Kingsway and University Road, Auckland Park, South Africa
&
Mercy MpinganjiraDepartment of Marketing Management, C-Ring 605 (Kingsway Campus), University of Johannesburg, Cnr Kingsway and University Road, Auckland Park, South Africa
Pages 403-414 | Received 21 May 2018, Accepted 03 Jan 2019, Published online: 17 Feb 2019

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Heesup Han, Bee-Lia Chua, Sanghyeop Lee & Bonhak Koo. (2021) Quality, emotion, price, and social values in building passenger loyalty: Impact of relationship quality (mediator) and in-flight physical environments (moderator). Journal of Travel & Tourism Marketing 38:2, pages 123-138.
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Articles from other publishers (13)

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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Aman Kumar & Amit Shankar. (2023) Why do Consumers Forgive Online Travel Agencies? A Multi-study Approach. Australasian Marketing Journal.
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Antonio Kuzmanić, Jasmina Dlačić & Borut Milfelner. (2023) Service Recovery Satisfaction and Commitment in the Context of Spectator Sport Industry: Study on Croatian Football Consumers. Central European Business Review 12:2, pages 61-85.
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Muhammad Ismail Hossain, Harmen Oppewal & Dewi Tojib. (2022) High Expectations: How Tourists Cope With Disappointing Vacation Experiences. Journal of Travel Research 62:5, pages 989-1009.
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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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Durgesh Agnihotri, Kushagra Kulshreshtha, Vikas Tripathi & Pallavi Chaturvedi. (2022) Does green self-identity influence the revisit intention of dissatisfied customers in green restaurants?. Management of Environmental Quality: An International Journal 34:2, pages 535-564.
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Shuai Chen, Weiwen Wang, Juan Zhou, Shuyue Zhang, Anqi Ge, Juan Feng & Yun Zhou. (2022) Take heed of those you reject: a candidate’s view of employer reputation. Journal of Product & Brand Management 32:2, pages 305-315.
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Durgesh Agnihotri, Kushagra Kulshreshtha & Vikas Tripathi. (2021) Emergence of social media as new normal during COVID-19 pandemic: a study on innovative complaint handling procedures in the context of banking industry. International Journal of Innovation Science 14:3/4, pages 405-427.
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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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Bengü Sevil Oflaç, Ursula Y. Sullivan & Zeynep Kaya Aslan. (2021) Examining the impact of locus and justice perception on B2B service recovery. Journal of Business & Industrial Marketing 36:8, pages 1403-1414.
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Ghazal Shams, Raouf Rather, Mohsin Abdur Rehman & Rab Nawaz Lodhi. (2020) Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis. International Journal of Culture, Tourism and Hospitality Research 15:2, pages 266-284.
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Collins Opoku Antwi, Jun Ren, Wilberforce Owusu-Ansah, Henry Kofi Mensah & Michael Osei Aboagye. (2021) Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View. Sustainability 13:6, pages 3134.
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Rosemary Matikiti, Mercy Mpinganjira & Mornay Roberts-Lombard. (2019) Service recovery satisfaction and customer commitment in the airline business. African Journal of Economic and Management Studies 11:1, pages 91-108.
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