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.


Keywords:
Conference Type:
full paper
Faculty:
Economie et Services
School:
EHL
Subject(s):
Economie/gestion
Publisher:
Manchester, United Kingdom, 15-17 October 2015
Date:
Manchester, United Kingdom
15-17 October 2015
2015
Pagination:
8 p.
Published in:
Proceedings of EuroCHRIE conference 2015
Appears in Collection:

Note: The status of this file is: restricted


 Record created 2016-03-30, last modified 2019-06-11

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