... a moderated mediation model whereby representative autonomy alters attributions of organizational responsibility, which moderate the effect of service experience on emotion and emotion mediates the effects of service experiences on repurchasing intentions. Design/methodology/approach Study 1...

...Beatriz Moliner-Velázquez; María-Eugenia Ruiz-Molina; Teresa Fayos-Gardó Purpose – The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth...

... The ecological validity of using real web sites presents challenges in terms of controlling for alternative explanations stemming from within web site type. Future research could explore different tasks that can be facilitated by medical web sites and assess the attributes of the web sites accordingly...