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A study on the impact of airline service delays on emotional reactions and customer behavior

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  • Kim, Nam-Yi
  • Park, Jin-Woo

Abstract

This study is intended to identify the influence of service delays on emotional responses and customer behavior. For this research, a survey was conducted on airline passengers that experienced service delays. A total of 395 respondents were analyzed using structural equation modeling. According to the analysis results, service delays positively influenced negative emotions and negatively influenced repurchase intention. In addition, service delays positively influenced negative word-of-mouth. This study provides a basic knowledge on how airlines can develop their service strategies to make good use of the motivating effect of service delays on emotional responses and behavioral intentions.

Suggested Citation

  • Kim, Nam-Yi & Park, Jin-Woo, 2016. "A study on the impact of airline service delays on emotional reactions and customer behavior," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 19-25.
    • Handle: RePEc:eee:jaitra:v:57:y:2016:i:c:p:19-25
    DOI: 10.1016/j.jairtraman.2016.07.005
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    References listed on IDEAS

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    Cited by:

    1. Lee, Won Seok & Tang, Ruohan & Moon, Joonho & Song, Myungkeun, 2022. "The structural relationship between a low-cost carrier’s service experience, corporate social responsibility, brand love, and reuse intention: The case of Southwest Airlines," Journal of Air Transport Management, Elsevier, vol. 102(C).
    2. Arora, Swapan Deep & Mathur, Sameer, 2020. "Effect of airline choice and temporality on flight delays," Journal of Air Transport Management, Elsevier, vol. 86(C).
    3. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
    4. Schmalz, Ulrike & Ringbeck, Jürgen & Spinler, Stefan, 2021. "Door-to-door air travel: Exploring trends in corporate reports using text classification models," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
    5. Song, Cen & Guo, Jingquan & Zhuang, Jun, 2020. "Analyzing passengers’ emotions following flight delays- a 2011–2019 case study on SKYTRAX comments," Journal of Air Transport Management, Elsevier, vol. 89(C).

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