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

QR Code

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 structu...

Full description

Bibliographic Details
Main Authors:	Tarofder, Arun Kumar, Nikhashemi, Seyedrajab *, Azam, Ferdous S. M., Selvantharan, Prashantini, Haque, Ahasanul
Format:	Article
Language:	English
Published:	Emerald 2016
Subjects:	HF Commerce
Online Access:	http://eprints.sunway.edu.my/412/ http://eprints.sunway.edu.my/412/1/Dr.%20Seyedrajab%20Nikhashemi%20.pdf

Similar Items

The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
by: Tarofder, Arun Kumar, et al.
Published: (2016)

Internet technology, Crm and customer loyalty: customer retention and satisfaction perspective
by: Nikhashemi, Seyed Rajab, et al.
Published: (2013)

Internet technology, CRM and customer loyalty: customer retention and satisfaction perspective
by: Nikhashemi, Seyed Rajab, et al.
Published: (2013)

The effect of customer satisfaction on customer loyalty in the motor industry
by: Lim, Ka Bian, et al.
Published: (2019)

The effect of customers’ perceived value of retail store on relationship between store attribute and customer brand loyalty:some insights from Malaysia
by: Nikhashemi, Seyed Rajab, et al.
Published: (2016)

The mediating role of customer satisfaction towards customer loyalty in the Motor Takaful industry in Malaysia
by: Bian, Lim Ka, et al.
Published: (2017)

Factor determining customers' repurchase intention of healthcare insurance products
by: Rahman, Muhammad Sabbir, et al.
Published: (2014)

Does brand personality and perceived product quality play a major role in mobile phone's consumers switching behaviour?
by: Nikhashemi, Seyedrajab *, et al.
Published: (2017)

Factors determining customers’ repurchase intention of healthcare insurance products in Malaysia
by: Rahman, Muhammad Sabbir, et al.
Published: (2014)

Exploring critical factors choice of piracy products: an empirical investigation on Malaysian customers’
by: Haque, A. K. M. Ahasanul, et al.
Published: (2011)

The Mediating Role of Incumbent System Habit in the Relationship between Customers Perceived Value and Repurchase Intention in Smartphone Industry in Malaysia
by: Aulia, Septa Akbar, et al.
Published: (2017)

Assessing customer-based brand equity in predicting customers’ repurchase intention in family restaurant / Mohd Aliff Abdul Majid
by: Abdul Majid, Mohd Aliff
Published: (2013)

The influence of online customer reviews on brand attitudes and repurchase intentions in e-commerce in China
by: Zhang, Tianyang, et al.
Published: (2025)

Electronic transaction of internet banking and its perception of Malaysian online customers
by: Haque, A. K. M. Ahasanul, et al.
Published: (2009)

Factors that influence online repurchase intention among customers in Melaka Tengah / Nurfarrahain Abd Malik
by: Abd Malik, Nurfarrahain
Published: (2018)

Customer’s perception towards buying Chinese products: an empirical investigation in Malaysia
by: Sarwar, Abdullah Al-Mamun, et al.
Published: (2013)

Customer repurchase intentions on Ramadhan iftar buffet in 4 & 5 star hotels / Fatmawati Abdul Fatah
by: Abdul Fatah, Fatmawati
Published: (2016)

Exploring Drivers of Customer Repurchase Intention: Extending the 7Ps Marketing Mix to Niche Training Services
by: Suriana, Ramli, et al.
Published: (2025)

Customers’ perception towards buying Chinese products: an empirical investigation in Malaysia
by: Sarwar, Abdullah Al-Mamun, et al.
Published: (2013)

Exploring customer service experience equity on the customers’ behavioral intention in tourism industry
by: Hashim, Nurhazirah, et al.
Published: (2014)

Brand equity and customer repurchase intention towards Agromas products / Ahmad Syakir Kadimin and Mohamad Hanafi Zainal
by: Kadimin, Ahmad Syakir, et al.
Published: (2013)

Customer satisfaction and loyalty towards grocery stores in Palestine
by: Abusharar, Majed M. M., et al.
Published: (2017)

Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
by: Yap, Sheau Fen, et al.
Published: (2007)

The determinant factors that influence customers’ behavioral intention in property
by: Hashim, Nurhazirah, et al.
Published: (2018)

Customer satisfaction with mobile phone operators: an exploratory study in Kuala Lumpur, Malaysia
by: Dahari, Zainurin, et al.
Published: (2011)

Mediating mechanism of customer satisfaction on customer relationship management implementation and customer loyalty among consolidated banks
by: Adeiza, A., et al.
Published: (2022)

Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction
by: Ariff Syah Juhari,, et al.
Published: (2016)

Moderating effect of income on the service environment and customers’ behavioral intention
by: Haque, A. K. M. Ahasanul, et al.
Published: (2015)

Service quality and customer behavioural intention: a study on Malaysian telecommunication industry
by: Haque, A. K. M. Ahasanul, et al.
Published: (2010)

Customer buying behavior intentions of internet service providers - the role of service quality and its aspects, satisfaction and value
by: Nikhashemi, Seyed Rajab, et al.
Published: (2013)

Impact of ecological factors on nationwide supply chain performance
by: Tarofder, Arun Kumar, et al.
Published: (2019)

Factors influencing mobile shoppers’ satisfaction and repurchase intention in mobile shopping in Malaysia
by: Mohd Paiz, Nur Ain
Published: (2021)

An investigation customer satisfaction towards online banking services in Bangladesh
by: Uddin, Bashir, et al.
Published: (2018)

Factors Influencing Customer Satisfaction towards E-shopping in Malaysia
by: Sarwar, Abdullah A M, et al.
Published: (2016)

The Effect of Satisfaction, Customer Loyalty and its Dimension (Cognitive Loyalty, Affective Loyalty and Behavioural Loyalty), Waiting Time, Self-Service Technology Experience, Customer Involvement Level and Trust on Repurchase Intention in Online Food Delivery Service
by: Gunadi, Renji
Published: (2020)

The effectiveness of e-advertisement towards customer purchase intention: Malaysian perspective
by: Nikhashemi, Seyed Rajab, et al.
Published: (2013)

Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service
by: Abdullah, Moha Asri, et al.
Published: (2013)

Customer Satisfaction and Intention to Purchase the Organic Food in Taiwan
by: Woon, Jia Hui
Published: (2019)

Factors Affecting Customer Loyalty on Domestic Cafe in Ipoh: A Mediation Effect of Customer Satisfaction
by: Ng, Shu Lin, et al.
Published: (2016)

The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle
by: Hadid, Khattab Ibrahim
Published: (2021)