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

Yu Wei Chang, Yu Hern Chang

研究成果: Article

55 引文 斯高帕斯(Scopus)

摘要

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.

原文English
頁(從 - 到)340-342
頁數3
期刊Journal of Air Transport Management
16
發行號6
DOIs
出版狀態Published - 2010 十一月 1

All Science Journal Classification (ASJC) codes

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

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