Knowledge Management Research (지식경영연구)

The Knowledge Management Society of Korea (한국지식경영학회)
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The Effects of Failed Airline Services on the Complaint and Switching Behavior

항공서비스 실패가 불평행동과 전환행동에 미치는 영향

  • Published : 2017.06.01

Abstract

This study examines the effects of failed airline services on the consumers' psychological process and their behavioral responses. Having different classifications from the previous studies, this study focuses on dividing important factors of airline services into search attributes(e.g. sale and procedure services, services concerning flight attendant, in-flight services) and experience attributes(e.g. flight services, collateral services). Using structural equation modeling, this study shows that the failure of service factors of the experience attributes provokes the feeling of disappointment with mediation effect of external attribution while the failure of service factors of search attributes provokes the feeling of regret with mediation effect of internal attribution. Finally, disappointment leads to consumers' complaint behavior while regret leads to consumers' switching behavior. Unlike previous studies, we show that when a service failure occurs, depending on each attribute, consumers feel negative emotions of disappointment or regret through different attribution processes and finally show different behavioral responses with an empirical analysis.

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Acknowledgement

Supported by : 한국연구재단

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