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Investigating the effects of service recovery quality elements on passengers' behavioral intention

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  • Park, Jin-Ju
  • Park, Jin-Woo

Abstract

This study intends to analyze how the elements of restoring the quality of airline service influences the airline image, recovery satisfaction, and behavioral intentions of airline passengers. For this testing, a survey was conducted on passengers with an experience of dissatisfaction of airline services. A total of 240 responses were analyzed by using structural equation modeling. The results revealed that among the recovery quality elements, promptness had a positive influence the image of the airline. Additionally, a recovered image of the airline had a positive influence on the recovery satisfaction and behavioral intention. The findings of this study may improve our understanding of consumer responses to the airline company's efforts to recover service failure.

Suggested Citation

  • Park, Jin-Ju & Park, Jin-Woo, 2016. "Investigating the effects of service recovery quality elements on passengers' behavioral intention," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 235-241.
    • Handle: RePEc:eee:jaitra:v:53:y:2016:i:c:p:235-241
    DOI: 10.1016/j.jairtraman.2016.03.003
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    References listed on IDEAS

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    1. Erdogan Haktan Ekiz & Huseyin Arasli, 2007. "Measuring the Impacts of Organizational Responses: Case of Northern Cyprus Hotels," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 5(3), pages 271-287.
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    Cited by:

    1. Mauro Sciarelli & Abdelhakim Nagm & Mona Dakrory & Mario Tani & Mohamed Khashan, 2017. "Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(10), pages 1-24, September.
    2. Ilkhanizadeh, Shiva & Karatepe, Osman M., 2017. "An examination of the consequences of corporate social responsibility in the airline industry: Work engagement, career satisfaction, and voice behavior," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 8-17.
    3. Mauro Sciarelli & Abdelhakim A. Nagm & Mona I. Dakrory & Mario Tani & Mohamed A. Khashan, 2017. "The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality," International Business Research, Canadian Center of Science and Education, vol. 10(8), pages 215-231, August.
    4. Augusto, Mário & Godinho, Pedro & Torres, Pedro, 2019. "Building customers’ resilience to negative information in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 235-248.

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    1. Vo Thi Quy & Pham Thi Bich Lan, 2015. "The Impact of Bank Responses to Recovery Service Satisfaction," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 5(9), pages 1076-1090, September.

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