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Severity and Controllability of Service Failures as Perceived by Passengers in Airline Industry

Author

Listed:
  • Purva Hegde DESAI
  • M. Fatima DeSOUZA

    (Goa University, India)

Abstract

Service delivery is inherently failure prone. Providing “zero defects” services should be the desired objective of all service providers, but problems are unavoidable in the service industry mainly due to the unique characteristics of services (Parasuraman et al., 1985).The characteristics and the typology of the complaints have been studied in fragmented manner (McCollough, 2009). Hence, this research has the following objectives: To find the severity and controllability of the complaint situations as perceived by airline passengers. To classify the complaint situations based on severity and controllability. To find the association between the typology of complaints, namely, process related and outcome related to the characteristics of severity and controllability. In the first stage, the research methodology wasin-depth exploratory interviews with officials of eight airlines. Situations of common complaints were collected and integrated with those in the literature to develop inventory of complaints. An instrument was developed to classify the complaint situation based on perceived severity and controllability. The findings have managerial implications of guiding the officials in assessment of the severity and controllability of the process and outcome related situations.

Suggested Citation

  • Purva Hegde DESAI & M. Fatima DeSOUZA, 2015. "Severity and Controllability of Service Failures as Perceived by Passengers in Airline Industry," Turkish Economic Review, KSP Journals, vol. 2(3), pages 186-195, September.
    • Handle: RePEc:ksp:journ2:v:2:y:2015:i:3:p:186-195
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    References listed on IDEAS

    as
    1. Folkes, Valerie S, 1984. "Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(4), pages 398-409, March.
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    More about this item

    Keywords

    Complaints in airlines; Controllability of complaints; Outcome related complaints.;
    All these keywords.

    JEL classification:

    • C12 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - Hypothesis Testing: General
    • C83 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Survey Methods; Sampling Methods
    • C93 - Mathematical and Quantitative Methods - - Design of Experiments - - - Field Experiments
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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