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Impact des défaillances de service sur la fidélité-client : Etude de la pratique de surréservation dans le transport aérien

Author

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  • Karim Khelifi

    (Esthua Faculté de Tourisme, Culture et Hospitalité)

Abstract

This study aims to measure the impact of boarding denials i (a direct consequence of the practice of overbooking) in the airline industryon airline customer loyalty. Drawing on the work of Bejou and Palmer (1998), and Wangenheim and Bayon (2007), the author develops a conceptual model for measuring the impact of denied boarding on airline loyalty, based on two distinct behavioral responses. Specifically, the problem studied is to understand the extent to which denied boarding impacts customer loyalty to the airline, according to the two scenarios of voluntary denied boarding (1) and involuntary denied boarding (2). The overall aim of this study is to provide academic researchers and practitioners with a better understanding of the determinants of loyalty in the airline industry, and to help airlines better manage reputational damage.

Suggested Citation

  • Karim Khelifi, 2024. "Impact des défaillances de service sur la fidélité-client : Etude de la pratique de surréservation dans le transport aérien," Post-Print hal-04680182, HAL.
    • Handle: RePEc:hal:journl:hal-04680182
    Note: View the original document on HAL open archive server: https://hal.science/hal-04680182
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