The impact of service recovery output/process on customer satisfaction and loyalty : the case of the 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 output/process on their satisfaction and loyalty. We want to identify the direct and indirect effects of service recovery on airline passenger loyalty by distinguishing the output and the process of the service recovery. 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, 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 service recovery is the most relevant.


Keywords:
Article Type:
scientifique
Faculty:
Economie et Services
School:
EHL
Institute:
Aucun institut
Subject(s):
Economie/gestion
Date:
2019-04
Pagination:
8 p.
Published in:
Tourism and hospitality research
Numeration (vol. no.):
2019, vol. 19, no 2, pp. 259-266
DOI:
ISSN:
1467-3584
Appears in Collection:



 Record created 2019-07-01, last modified 2019-09-30

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