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/ http://irep.iium.edu.my/55136/ http://irep.iium.edu.my/55136/ 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

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recordtype	eprints
spelling	iium-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 PeerReviewed 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
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
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/ http://irep.iium.edu.my/55136/ http://irep.iium.edu.my/55136/ 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
first_indexed	2023-09-18T21:17:57Z
last_indexed	2023-09-18T21:17:57Z
_version_	1777411688685895680

The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

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