The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport
Abstract
A field study was conducted at an airport to examine the relationships among attributions, affects, and behavioral responses of consumers experiencing a product failure. Ninety-seven passengers on delayed flights were interviewed about their attributions for the delay, their affective reactions, the importance of on-time arrival, their propensity to complain about the problem, and their desire to fly the same airline again. A path analysis indicates that attributions had not only direct effects on desire to complain about the problem and to fly the same airline, but also indirect effects, mediated by anger at the airline.
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Cites
An attributional theory of achievement motivation and emotion
Weiner, B. (1985) · Psychological Review · doi:10.1037/0033-295x.92.4.548 · Cited by 7,846
An Investigation into the Determinants of Customer Satisfaction
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The Role of Emotions in Marketing
Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999) · Journal of the Academy of Marketing Science · doi:10.1177/0092070399272005 · Cited by 3,349
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
The price is unfair! A conceptual framework of price fairness perceptions
Xia, L., Monroe, K. B., & Cox, J. L. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.4.1.42733 · Cited by 1,474
Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
Hess Jr., R. L., Ganesan, S., & Klein, N. M. (2003) · Journal of the Academy of Marketing Science · doi:10.1177/0092070302250898 · Cited by 959
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Consumer responses to compensation, speed of recovery and apology after a service failure
Wirtz, J., & Mattila, A. S. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410532484 · Cited by 725
Leo, X., & Huh, Y. E. (2020) · Computers in Human Behavior · doi:10.1016/j.chb.2020.106520 · Cited by 261
Grewal, D., Hardesty, D. M., & Iyer, G. R. (2004) · Journal of Interactive Marketing · doi:10.1002/dir.20024 · Cited by 201
Ozuem, W., Ranfagni, S., Willis, M., Rovai, S., & Howell, K. (2021) · Psychology & Marketing · doi:10.1002/mar.21527 · Cited by 140
Priester, A., Robbert, T., & Roth, S. (2020) · Journal of Revenue and Pricing Management · doi:10.1057/s41272-019-00224-3 · Cited by 90
Price Fairness of Airline Ancillary Fees: An Attributional Approach
Chung, J. Y., & Petrick, J. F. (2013) · Journal of Travel Research · doi:10.1177/0047287512457261 · Cited by 88
The blame shift: Robot service failures hold service firms more accountable
Ryoo, Y., Jeon, Y. A., & Kim, W. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2023.114360 · Cited by 89
When Sharing Consumption Emotions With Strangers Is More Satisfying Than Sharing Them With Friends
López-López, I., Ruiz-de-Maya, S., & Warlop, L. (2014) · Journal of Service Research · doi:10.1177/1094670514538835 · Cited by 72
Service recovery by AI or human agents: Do failure and strategy context matter?
Fürst, A., Trißler, L., Friedrich, R., & Wirtz, J. (2025) · Journal of Service Management · doi:10.1108/josm-04-2024-0190 · Cited by 42
Metadata
- Authors
- Folkes, V. S., Koletsky, S., & Graham, J. L.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 1987-03
- Volume
- 13
- Issue
- 4
- Pages
- 534
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W2076635899
- Cited by
- 619
- References
- 2
- FWCI
- 3.47
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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