Hizmet Hataları Sonrasındaki Firmayı Suçlama Düzeyi, Müşteri Tatminsizlik Düzeyi Ve Müşteri Tepkilerine İlişkin Bir Uygulama

Abstract

The purpose of this study is to examine the mediation role of customer dissatisfaction level in the relationship between blame attribution and customer responses after service failures in the airline industry. In particular, this study aims to determine the relationship between blame attribution and complaining, engaging negative word-of-mouth and doing nothing responses by the mediation role of dissatisfaction. In this context, proposed hypothesis and model was testted with the data collected from 193 participants who encountered a service failure while air traveling service process. According to the results, dissatisfaction has a mediator role between the blame attribution-complaining and blame attribution - negative word-of-mouth. However, dissatisfaction has not a mediator role between blame attribution and doing nothing.