Airline Service Failure

This study aimed to investigate the impacts of causal attributions (controllability, stability, and locus control) failure severity on behavioral intention passengers in context airline service failure. also extended attribution theory by incorporating as another explanatory variable. Furthermore, all above direct relationships were expected be mediated brand attitude. Essentially, this attempted address issue desire fly again with affected airlines extent which they will recommend it others. employed purposive sampling a questionnaire survey that involved 518 respondents main data collection method. All hypotheses tested using Smart-PLS. The findings revealed only controllability exhibited intention, whereas stability control indirectly through mediator indicated attitude was full between well intention.