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The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

Purpose – The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction. Design/methodology/approach – A struc...

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Bibliographic Details
Main Authors: Tarofder, Arun Kumar, Nikhashemi, Seyed Rajab, Azam, S.M. Ferdous, Selvantharan, Prashantini, Haque, A. K. M. Ahasanul
Format: Article
Language:English
English
Published: Emerald Publishing 2016
Subjects:
HF5410 Marketing. Distribution of products
Online Access:http://irep.iium.edu.my/55136/1/IJQSS-%28The%20mediating%20influence%20of%20service%20failure%20explanation%29.pdf
http://irep.iium.edu.my/55136/7/55136-The%20mediating%20influence%20of%20service%20failure%20explanation%20on%20customer%20repurchase%20intention%20through%20customers%20satisfaction_SCOPUS.pdf
http://irep.iium.edu.my/55136/
http://www.emeraldinsight.com/doi/abs/10.1108/IJQSS-04-2015-0044
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http://irep.iium.edu.my/55136/1/IJQSS-%28The%20mediating%20influence%20of%20service%20failure%20explanation%29.pdf
http://irep.iium.edu.my/55136/7/55136-The%20mediating%20influence%20of%20service%20failure%20explanation%20on%20customer%20repurchase%20intention%20through%20customers%20satisfaction_SCOPUS.pdf
http://irep.iium.edu.my/55136/
http://www.emeraldinsight.com/doi/abs/10.1108/IJQSS-04-2015-0044

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