Does travellers’ casual attribution affect pre-recovery emotions and behavioural intentions? A field study of airline travellers in Malaysia
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DOI: 10.1080/13683500.2014.898618
Abstract: This study examines the relationship between airline travellers' casual attribution, pre-recovery emotions, and negative behavioural intentions after a service failure and proposes a model for analysing direct effects of airline travellers' casual attribution of stability… read more here.
Keywords: pre recovery; airline; behavioural intentions; casual attribution ... See more keywords