Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services

Yu Wei Chang, Yu Hern Chang

Research output: Contribution to journalArticlepeer-review

58 Citations (Scopus)

Abstract

This paper investigates the relationships among service recovery, recovery satisfaction, overall customer satisfaction, and customer loyalty in airline services. The perception of justice in service recovery is specifically examined. A survey of airline passengers who have experienced service failure and recovery is analyzed using structural equation models. It is found that both interactional and procedural justice have a significant effect on recovery satisfaction. Overall satisfaction mediates the relationship between recovery satisfaction and loyalty.

Original languageEnglish
Pages (from-to)340-342
Number of pages3
JournalJournal of Air Transport Management
Volume16
Issue number6
DOIs
Publication statusPublished - 2010 Nov 1

All Science Journal Classification (ASJC) codes

  • Transportation
  • Strategy and Management
  • Management, Monitoring, Policy and Law
  • Law

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