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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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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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spelling my.iium.irep.551362017-02-07T09:05:43Z http://irep.iium.edu.my/55136/ The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction Tarofder, Arun Kumar Nikhashemi, Seyed Rajab Azam, S.M. Ferdous Selvantharan, Prashantini Haque, A. K. M. Ahasanul HF5410 Marketing. Distribution of products 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. Emerald Publishing 2016 Article REM application/pdf en http://irep.iium.edu.my/55136/1/IJQSS-%28The%20mediating%20influence%20of%20service%20failure%20explanation%29.pdf application/pdf en http://irep.iium.edu.my/55136/7/55136-The%20mediating%20influence%20of%20service%20failure%20explanation%20on%20customer%20repurchase%20intention%20through%20customers%20satisfaction_SCOPUS.pdf Tarofder, Arun Kumar and Nikhashemi, Seyed Rajab and Azam, S.M. Ferdous and Selvantharan, Prashantini and Haque, A. K. M. Ahasanul (2016) The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction. International Journal of Quality and Service Sciences, 8 (4). 516 -535. ISSN 1756-669X http://www.emeraldinsight.com/doi/abs/10.1108/IJQSS-04-2015-0044 10.1108/IJQSS-04-2015-0044
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
English
topic HF5410 Marketing. Distribution of products
spellingShingle HF5410 Marketing. Distribution of products
Tarofder, Arun Kumar
Nikhashemi, Seyed Rajab
Azam, S.M. Ferdous
Selvantharan, Prashantini
Haque, A. K. M. Ahasanul
The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
description 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.
format Article
author Tarofder, Arun Kumar
Nikhashemi, Seyed Rajab
Azam, S.M. Ferdous
Selvantharan, Prashantini
Haque, A. K. M. Ahasanul
author_facet Tarofder, Arun Kumar
Nikhashemi, Seyed Rajab
Azam, S.M. Ferdous
Selvantharan, Prashantini
Haque, A. K. M. Ahasanul
author_sort Tarofder, Arun Kumar
title The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
title_short The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
title_full The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
title_fullStr The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
title_full_unstemmed The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
title_sort mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
publisher Emerald Publishing
publishDate 2016
url 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
_version_ 1643614684706766848
score 13.211869

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