The impact of service recovery on customer satisfaction and customer loyalty : the case of airline industry

Etemad-Sajadi, Reza (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Bohrer, Laura (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland)

The purpose of this research is to identify the impact of airline passengers’ perception of service recovery on their satisfaction and loyalty. A questionnaire was distributed to airline passengers who had a problem during their last airline flight. As we had several latent variables, we used partial least squares (PLS), a variance-based structural equation modeling method. As findings, we observed that in general, clients were not satisfied with the way that the service has been recovered. The most frequent reason for complaining was a problem due to flight delay, followed by a problem with the baggage, overbooking, and flight cancellation. Nevertheless, the findings reveal the positive impact of service recovery’s output/process qualities on customer satisfaction and customer loyalty. The output quality of the service recovery concerns the concrete resolution of the problem. The process quality of the service recovery concerns the overall procedure including the response speed, employees’ explanations, and empathy.


Mots-clés:
Type de conférence:
full paper
Faculté:
Economie et Services
Ecole:
EHL Ecole hôtelière de Lausanne
Classification:
Économie/gestion
Adresse bibliogr.:
Manchester, United Kingdom, 15-17 October 2015
Date:
Manchester, United Kingdom
15-17 October 2015
2015
Pagination:
8 p.
Publié dans
Proceedings of EuroCHRIE conference 2015
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Note Le statut de cette notice est : non diffusé

Note: The status of this file is: restricted


 Notice créée le 2016-03-30, modifiée le 2018-08-31

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