The role of airline travelers' pre-recovery emotions during the service recovery process
This study examines (1) the relationships between airline travelers’ casual attribution (stability and controllability), pre-recovery emotions, post-recovery emotions, and overall satisfaction; and (2) analyzes the mediating effect of pre-recovery emotions on the relationship between causal attribut...
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| Main Authors: | , , , , |
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| Format: | Article |
| Published: |
Routledge
2015
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| Subjects: | |
| Online Access: | http://eprints.utm.my/id/eprint/58989/ http://dx.doi.org/10.1080/10548408.2014.948656 |
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