Brand Attitude Case Study

PART B: BRAND ATTITUDE
The statements in this section refer to brand attitude is defined as the general appreciation of a brand by a consumer.
Please indicate your level of agreement or disagreement with the following statements as a result of the hypothetical scenario involving your national carrier as discussed earlier.

Brand attitude
1. Overall, I still think this airline is good. 1 2 3 4 5 6
2. Overall, I still think this is a nice airline. 1 2 3 4 5 6
3. Overall, I still think this airline is attractive. 1 2 3 4 5 6
4. Overall, I still think this airline is desirable. 1 2 3 4 5 6
5. Overall, I still think this airline is likeable. 1 2 3 4 5 6

PART C: BRAND ATTACHMENT
The statements in this section refer to brand attachment defined
I consider that this service failure occurred due to factors that were uncontrollable by the airline company 1 2 3 4 5 6
2. In my opinion, the causes of the service failure were unpreventable by the airline company. 1 2 3 4 5 6
3. The causes of the service failure were something unintended by the airline. 1 2 3 4 5 6
4. The causes of the service failure were something unavoidable by the airline. 1 2 3 4 5 6

PART E: BEHAVIORAL INTENTIONS
The statements in this section address behavioral intention - concept referred to as the passenger’s readiness to perform a given behavior such as, likelihood to repeatedly patronize the same airline, to recommend the airline to others and to say positive things about the airline.
Behavioral intentions
1. I would like to fly on this airline in the future. 1 2 3 4 5 6
2. I would recommend this airline to my friends or others. 1 2 3 4 5 6
3. I would say positive things about this airline to others. 1 2 3 4 5 6
4. I would consider this airline my first choice in the service category. 1 2 3 4 5 6
Please indicate your level of agreement or disagreement with the following statements as a result of the hypothetical scenario involving your national carrier as discussed
I feel that this airline automatically evoke many good thoughts about the past, present, and future. 1 2 3 4 5 6
PART D: STABILITY AND CONTROLLABILITY
The statements in this section address stability and controllability: Stability refers to the extent to which a cause is viewed as temporary (expected to vary over time) or permanent (expected to persist over time). Controllability refers to the degree to which a focal party perceives a cause to be volitional or non-volitional.
Stability
5. The causes of the service failure were something temporary. 1 2 3 4 5 6
6. The causes of the service failure were something that varies over time. 1 2 3 4 5 6
7. I consider that this kind of service failure occurs infrequently in this airline company. 1 2 3 4 5 6
8. The causes of the service failure were something changeable. 1 2 3 4 5 6

Controllability
5. I consider that this service failure occurred due to factors that were uncontrollable by the airline company 1 2 3 4 5 6
6. In my opinion, the causes of the service failure were unpreventable by the airline company. 1 2 3 4 5 6
7. The causes of the service failure were something unintended by the airline. 1 2 3 4 5 6
8. The causes of the service failure were something unavoidable by the airline. 1 2 3 4 5