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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| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English English |
| Published: |
Emerald Publishing
2016
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| Subjects: | |
| 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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| Summary: | 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 structured questionnaire was e-mailed to collect the primary
data. With three reminders, this study managed to obtain 322 responses from customers who
complained about their internet service in Malaysia. Structural equation modelling techniques were
applied to examine both direct and mediating effects between variables.
Findings – Results reveal that all four dimensions of explanation have significant partial mediating
effect on repurchase intention through customer satisfaction. Results also disclose that there is no
significant relationship between excuse and customer satisfaction in service failure. Among all
dimensions, reference and apology have higher influence on repurchase intention through customer
satisfaction.
Research limitations/implications – The results are particularly valuable for managers, as it
supports the role of using explanation as a practical tool for fostering positive and profitable outcomes
like repeat customer purchases.
Practical implications – The findings of this study will help organisations rethink their explanation
strategies with the eye to foster greater customer repurchase intention.
Originality/value – The results are particularly valuable for managers, as they support the role of
using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer
purchases. |
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