KOREASCHOLAR

SERVICE RECOVERY AND BEHAVIOURAL INTENTIONS: THE MODERATING ROLES OF FAILURE SEVERITY, PERSONALITY TRAIT AND BRAND RELATED CONSTRUCT

Sarabjit Kaur Sidhu, Fon Sim Ong, Sathyaprakash Balaji Makam
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/403092
Download
Global Marketing Conference
2020 Global Marketing Conference at Seoul (2020.11)
pp.1551-1555
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

Service failure of high severity can lead to high recovery satisfaction when recovery efforts are seen very fair. Customers satisfied with recovery efforts and displaying high attachment anxiety will continue to repurchase. Attachment avoidance did not have an impact on the behavioural intentions and neither did the brand authenticity perception.

Keyword
service failure and recoveryservice failure severityattachment anxietyattachment avoidancebrand authenticity
Table Content
ABSTRACT
INTRODUCTION
LITERATURE REVIEW
METHODOLOGY
FINDINGS AND DISCUSSION
IMPLICATIONS FOR THEORY AND PRACTICE
Author
  • Sarabjit Kaur Sidhu(University of Nottingham Malaysia, Malaysia)
  • Fon Sim Ong(University of Nottingham Malaysia, Malaysia)
  • Sathyaprakash Balaji Makam(University of Nottingham Ningbo China, China)