Hizmet Hataları Sonrasındaki Firmayı Suçlama Düzeyi, Müşteri Tatminsizlik Düzeyi Ve Müşteri Tepkilerine İlişkin Bir Uygulama
Tarih
2020-02-14Yazar
Güvercin, Ayşe Yazgülü
Ambargo Süresi
Acik erisimÜst veri
Tüm öğe kaydını gösterÖzet
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.