TY - JOUR
T1 - Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services
AU - Chang, Yu Wei
AU - Chang, Yu Hern
N1 - Funding Information:
This project was funded by grant NSC 99-2410-H-156-001 - from the National Science Council, Taiwan . The authors are grateful to the editor and two anonymous reviewers for their invaluable comments.
PY - 2010/11
Y1 - 2010/11
N2 - 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.
AB - 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.
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U2 - 10.1016/j.jairtraman.2010.05.001
DO - 10.1016/j.jairtraman.2010.05.001
M3 - Article
AN - SCOPUS:77955425766
VL - 16
SP - 340
EP - 342
JO - Journal of Air Transport Management
JF - Journal of Air Transport Management
SN - 0969-6997
IS - 6
ER -