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 language | English |
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Pages (from-to) | 340-342 |
Number of pages | 3 |
Journal | Journal of Air Transport Management |
Volume | 16 |
Issue number | 6 |
DOIs | |
Publication status | Published - 2010 Nov 1 |
All Science Journal Classification (ASJC) codes
- Transportation
- Strategy and Management
- Management, Monitoring, Policy and Law
- Law