Article2011

The impact of firm reputation on customers’ responses to service failure: the role of failure attributions

Davoud Nikbin · Ishak Ismail · Malliga Marimuthu · Ismael Abu-Jarad

65 citations0/0 files storedBusiness Strategy Series

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Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Corporate Identity and Reputation

Abstract

Purpose The purpose of this study is to assess the influence firm reputation on behavioral intentions and to examine the moderating role of failure attributions in the relationship between firm reputation and behavioral intentions. Design/methodology/approach The sample used in this study consists of 127 airline passengers in an airport in Iran. The data were collected via a structured survey. Findings Based on the findings firm reputation has a significant and positive relationship with behavioral intention. Additionally, hierarchical regression analyses confirmed the moderating role of failure attributions in the relationship between firm reputation and behavioral intentions. Research limitations/implications This study examines only one service context; consequently, the results cannot be generalized to other service industries. Practical implications By understanding the important role of firm reputation, service organizations understand that carefully building and maintaining reputation is paramount for continued success as this study shows that an excellent reputation directly affects how customers respond to failures. Originality/value Although, prior research has developed an understanding of the role of firm reputation on behavioral intentions, however, this study additionally examined the role of failure attributions as the moderator in this relationship.

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References

1993Research methods for business: A skill building approach 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1958The psychology of interpersonal relations.1996The Behavioral Consequences of Service Quality 1958The Psychology of Interpersonal Relations.1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1990Zero defections: quality comes to services.1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

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